Michelle Walker
Bloomfield,CT
Summary
Talented Manager with expert team leadership, planning and organizational skills. Equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities with a results-driven approach.
Overview
14
14
years of professional experience
Work History
Manager, Case Management
Aflac
03.2023 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Client Liaison
Aflac
06.2022 - 03.2023
- Enhanced client relations by addressing concerns and providing timely solutions to issues.
- Streamlined communication between departments, ensuring smooth project execution and increased efficiency.
- Assisted in training new team members on company processes and procedures related to claims management.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Collaborated with other departments to develop ways to increase customer satisfaction.
Senior Disability Case Manager
Aflac
01.2021 - 06.2022
- Improved the disability case management process by streamlining documentation and communication procedures.
- Provided empathetic support to clients during their recovery process, fostering a positive environment conducive to healing.
- Evaluated client progress regularly, adjusting case management plans as needed to optimize results.
Senior Case Manager
Sunlife Financial
01.2020 - 01.2021
- Enhanced client outcomes by developing comprehensive case management plans tailored to individual needs.
- Streamlined case processes for increased efficiency and accelerated resolutions.
- Improved team collaboration by establishing clear communication channels and fostering a supportive environment.
- Reduced client wait times with effective prioritization and time management strategies.
Group Claims Case Manager
Lincoln Financial/Liberty Mutual
01.2017 - 01.2020
- Improved claim resolution times by implementing efficient case management strategies.
- Streamlined claims processing for faster settlements with effective communication between parties involved.
- Reduced caseload backlog by prioritizing urgent cases and utilizing time management skills.
- Managed complex claims, ensuring accurate and timely resolutions through thorough investigations and negotiations.
Senior Account Manager
Sho-Link
01.2015 - 01.2017
- Organized client feedback and introduced streamlined process of replying to and rectifying
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Account Manager/Relationship Manager
Lincoln Waste Solutions
01.2013 - 01.2015
- Assigned tasks to associates, staffed projects, tracked progress and updated managers, partners and clients as necessary
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Claims Examiner
Travel Insured International
01.2010 - 01.2013
- Trained other claims staff members on proper handling and evaluation of claims
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Streamlined claims processing by implementing efficient workflow procedures.
Education
Bachelor of Science - Business Administration And Management
American University
2016
Associate of Business Administration -
Capital Community College
2006
Skills
- Customer Relationship Management
- Process improvement specialist
- Process and procedure development
- Building strong relationships
- Performance Management
- Policy Implementation
- Staff Training and Development
- Salesforce Management
- Performance Evaluations
Timeline
Manager, Case Management
Aflac
03.2023 - Current
Client Liaison
Aflac
06.2022 - 03.2023
Senior Disability Case Manager
Aflac
01.2021 - 06.2022
Senior Case Manager
Sunlife Financial
01.2020 - 01.2021
Group Claims Case Manager
Lincoln Financial/Liberty Mutual
01.2017 - 01.2020
Senior Account Manager
Sho-Link
01.2015 - 01.2017
Account Manager/Relationship Manager
Lincoln Waste Solutions
01.2013 - 01.2015
Claims Examiner
Travel Insured International
01.2010 - 01.2013
Bachelor of Science - Business Administration And Management
American University
Associate of Business Administration -
Capital Community College