Michelle Watters
Danville
Summary
Experienced with leading teams to achieve project goals through effective management and strategic planning. Utilizes strong organizational and communication skills to foster collaboration and drive performance. Track record of successfully overseeing project execution and adapting to dynamic work environments.
Overview
9
9
years of professional experience
Work History
Team Lead
Centene
06.2019 - Current
- Assist in daily operations of call center by ensuring staff, providers, and members questions and requests are addressed in real time to meet or exceed standards of satisfaction and compliance goals.
- Live monitoring of daily interactions to provide real time feedback to ensure performance, quality, and efficiency standards are maintained.
- Available on lead line, in chat, or by email to answer questions and assist CSAs and members and providers questions and issues are resolved in a timely manner.
- Review Central Point articles individually, as a team, and with CSAs to ensure accuracy of information and proper implementation.
- Monthly individual meetings with CSAs to answer questions, listen to calls, discuss audits, review the QRG, or any other concerns they may have.
- Complete monthly audits for CSAs to track improvement, monitor concerns, and ensure adherence to company standards.
- Suggest edits to Central Point articles based on changes to processes, including participating in a collaborative group to review articles and make live changes.
- Assist in training classes as a Maven listening to new CSAs take calls and helping them find the proper resources to resolve member and provider issues allowing CSAs to gain knowledge and confidence to complete their jobs in an efficient and rewarding manner.
- Support management in completing special projects, assisting members, providers, and CSAs as needed, and other tasks as they arise.
- Lead by example following all policies and standards while ensuring the CSAs are doing the same.
Driver
Uber
06.2016 - Current
- Acquire knowledge on local events and local history to provide information and fun facts to tourists visiting Indianapolis which makes their visit more informed and fun, this has led me to be ranked as one of the top drivers currently on the Uber platform
- Service my vehicle appropriately to maintain safe, good working condition which ensures a pleasant ride for passengers and positive reviews on the driver platform
School Bus Driver
Avon Community School
08.2018 - 05.2019
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
- Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
Eligibility Specialist
Marion All Star/Conduent/Knowledge Services
01.2016 - 06.2018
- Reduced benefit authorization errors by creating a review system to ensure accurate data entry which improved the teams’ quarterly audit scores
- Created a system to help train new staff more effectively which allowed for better internal metrics scores and higher customer service ratings
- Transformed application procedure protocol by streamlining the process saving several minutes on each new application and earning me the employee of the month reward in May of 2016
Education
Bachelor of Arts - Business Administration
Arizona State University
Tempe, AZ12.2024
Bachelor of Science Degree - Supply Chain Management
Arizona State University
Tempe, AZ12.2024
Certificate - Medical Billing and Coding
American Institute
West Hartford, CT05.2004
Associates of Science Degree - Accounting
Asnuntuck Community College
Enfield, CT05.2004
Skills
- Proficient in all Microsoft programs
- Strong critical thinking and problem solving skills
- Customer service
- Team leadership
- Problem solving
- Attention to detail
- Conflict resolution
- Effective communication
- Coaching and mentoring
- Complaint resolution
Timeline
Team Lead
Centene
06.2019 - Current
School Bus Driver
Avon Community School
08.2018 - 05.2019
Driver
Uber
06.2016 - Current
Eligibility Specialist
Marion All Star/Conduent/Knowledge Services
01.2016 - 06.2018
Bachelor of Science Degree - Supply Chain Management
Arizona State University
Certificate - Medical Billing and Coding
American Institute
Associates of Science Degree - Accounting
Asnuntuck Community College
Bachelor of Arts - Business Administration
Arizona State University
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