Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Michelle Washington

Fairfield

Summary

Results-driven Resolutions Manager with 20 years of experience in resolving complex customer issues and enhancing client satisfaction. Proven track record at Barclays Bank in implementing resolution strategies, reducing escalations, and improving response times through cross-functional collaboration. Skilled in conflict resolution, problem-solving, and team leadership, seeking to leverage expertise in a Resolutions Manager role.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Resolutions Manager

Barclays Bank
07.2017 - 08.2024
  • Resolved customer account issues within a 24 to 48-hour timeframe, ensuring prompt service and satisfaction
  • Implemented payment plans and settlements, enhancing account reconciliation processes and customer satisfaction
  • Analyzed dispute patterns, resulting in a notable decrease in recurring client complaints through preventive measures
  • Coordinated with cross-functional teams to streamline processes, significantly improving response times and operational efficiency
  • Managed and Mentored junior staff on effective problem-solving techniques, fostering a culture of continuous improvement and knowledge sharing
  • Managed cross-functional teams to collaboratively address and resolve high-priority cases, ensuring client satisfaction.
  • Streamlined resolution processes for increased efficiency and faster response times to customer inquiries.
  • Analyzed policies to determine coverage limitations and values within policy limitations.
  • Settled cases worth over $150,000 with minimal oversight.
  • Implemented tracking systems to monitor the progress of case resolutions, enabling management to make informed decisions regarding resource allocation.
  • Met with AVP's to developed comprehensive training materials for new hires, resulting in a more knowledgeable and effective team.
  • Improved customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Served as primary escalation point for high-profile clients, ensuring their concerns were addressed promptly and effectively.

Support Call Pharmacy Technician

Express Scripts
01.2007 - 01.2016
  • Resolved doctor and patient account issues and directed inquiries efficiently, enhancing customer satisfaction
  • Supervised support team activities as a specialist, ensuring implementation of procedures and streamlined board management.
  • Facilitated continuous weekly team discussions focused on solving area-specific issues.
  • Partnered with leads to develop solutions for operational issues, improving call area performance
  • Participated in monthly meetings with the Avp and pharmacies Supervisors to discuss solving area specific issues.
  • Participated in monthly Gemba walks
  • Collaborated with other healthcare professionals to ensure optimal patient care.
  • Entered prescription information into computer databases.

Senior Care Manager

Catholic Residential Services
01.2006 - 01.2008
  • Managed client care by ensuring adherence to medication schedules and daily needs while enhancing the accuracy of medical records for improved health documentation
  • Facilitated effective communication with families to boost care coordination and support, and managed transportation logistics to ensure client access to essential services.
  • Managed caseloads effectively, prioritizing needs and ensuring timely access to necessary services.
  • Coordinated with other healthcare providers, such as physicians and psychiatrists, to develop comprehensive treatment plans.
  • Maintained daily living standards by assisting with personal hygiene needs.
  • Offered emotional support to help patients cope with stressor associated with their illness or disability.

Teachers Aid

Cincinnati Public Schools
01.2006 - 01.2007
  • Facilitated classroom activities and provided tutoring support, aiding in the enhancement of student learning and performance
  • Assisted in grading and assignment management, while supervising students during recess to ensure a safe and engaging environment
  • Assisted faculty members or staff with student conferences
  • Facilitated small group learning activities to reinforce lesson objectives.
  • Created and Coordinated age-appropriate enrichment activities to drive social,emotional and intellectual development.
  • Supported classroom teachers by managing files,preparing materials and uploading records.

Lead Case Manager

Sunrise Assisted Living
01.2005 - 01.2006
  • Managed Alzheimer's patient care, enhancing daily living activities and improving communication with families
  • Monitored vital signs and ensured precise charting, leading to measurable improvements in resident well-being
  • Managed crisis situations effectively, providing immediate assistance and coordinating follow-up support as needed.
  • Advocated for clients'' needs at all levels of the organization, promoting positive change in service delivery models.
  • Enhanced client satisfaction by efficiently managing caseloads and providing personalized support.
  • Assisted clients with personal hygiene, promoting dignity and maintaining a clean environment for their comfort.
  • Upheld facility policies and procedures, ensuring the highest quality of care was consistently provided.
  • Implemented fall prevention strategies throughout the facility to minimize risk factors associated with potential injuries.
  • Encouraged cognitive stimulation through interactive games and activities designed specifically for seniors.
  • Continuously monitored residents'' well-being and promptly addressed any concerns to maintain a safe and nurturing living environment.

Call Center Representative

Berkley Nutracutacals Inc
01.2003 - 01.2005
  • Managed high-volume call traffic, accurately processed customer orders, and consistently met sales targets and call quotas, showcasing strong performance
  • Employed effective communication skills to address customer inquiries and enhance satisfaction, while ensuring precise recording of call details to maintain data integrity and accuracy

Education

Health Care Long Term Management

University of Phoenix
01.2008

Associates Degree - Applied Science, Medical Assisting

Brown Mackie College
01.2006

Skills

  • Patient Advocacy
  • Customer Service Leadership
  • Healthcare Team Leadership
  • Collaboration
  • Documentation
  • Medication Management
  • Problem Solving
  • Communication
  • Employment Training
  • Strategic thinking
  • Coaching and mentoring
  • Influencing skills
  • Case management
  • Time management
  • Multitasking Abilities
  • Problem resolution
  • Relationship building

Certification

Council for Mental Wellbeing in Youth and Adult Mental Health First Aid. Adult Mental Health First Aid (MHFA) certification cpr . blood born pathogens, aed, First aid

Cpr certification

First Aid, aed certification

Blood born pathogens, infections disease, and Best practices/ precautions certification

6S certification

Timeline

Senior Resolutions Manager

Barclays Bank
07.2017 - 08.2024

Support Call Pharmacy Technician

Express Scripts
01.2007 - 01.2016

Senior Care Manager

Catholic Residential Services
01.2006 - 01.2008

Teachers Aid

Cincinnati Public Schools
01.2006 - 01.2007

Lead Case Manager

Sunrise Assisted Living
01.2005 - 01.2006

Call Center Representative

Berkley Nutracutacals Inc
01.2003 - 01.2005

Health Care Long Term Management

University of Phoenix

Associates Degree - Applied Science, Medical Assisting

Brown Mackie College

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Michelle Washington