Shenell Olen
East Hartford,CT
Summary
Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems.
Overview
8
8
years of professional experience
Work History
Case Specialist II
Fullscope DRMS (Sunlife)
07.2021 - Current
- Developed expertise in specialized areas of casework, becoming a go-to resource for colleagues seeking advice or guidance.
- Optimized workload management to handle high-volume cases without compromising accuracy or attention to detail.
- Collaborated with multiple departments for efficient coordination and optimal case outcomes.
- Reduced errors in case handling by implementing a thorough review process before submitting reports.
- Demonstrated adaptability and flexibility when handling challenging cases, employing creative problem-solving techniques to achieve successful outcomes.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices in case management.
- Conducted comprehensive assessments of clients'' needs, developing tailored strategies for each individual case.
Claim Analyst
Travel Insured International
04.2020 - 07.2021
- Deliver complete, timely and accurate work in accordance with department metrics
- Provide a high level customer service
- Correspond through verbal/written communication with policyholders, claimants and travel advisors to gather accurate data to support claim decision
- Independently managing a queue to deliver complete, timely and accurate work.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked well in a team setting, providing support and guidance.
Case Specialist
MetLife
05.2016 - 04.2020
- Provided compassionate assistance to clients experiencing difficult situations, ensuring they received appropriate support throughout the process.
- Managed a high volume of cases simultaneously while maintaining exceptional organization and time management skills.
- Maintained up-to-date knowledge of relevant laws and regulations to ensure compliance in all case management activities.
- Optimized internal processes for tracking case status, streamlining workflow and enhancing overall productivity levels within the team.
- Assisted colleagues in resolving challenging cases, fostering a collaborative work environment that improved overall team performance.
- Increased customer satisfaction with timely communication updates regarding their short-term disability cases.
- Maintained safety with tidy, clean, and hazard-free home environments.
Education
No Degree - General Studies
Southern New Hampshire University
Hooksett, NH05.2029
Medical Billing and Coding –Certified -
American Institute
West Hartford, United States01.2016
High School Diploma -
Metropolitan Learning Center
Bloomfield, United States01.2009
Skills
- Regulatory understanding
- Policy Knowledge
- Service Coordination
- Insurance understanding
- Medical Knowledge
- Disability law knowledge
- Case management expertise
- Relationship Building
- Documentation skills
- Time Management
- Decision-Making
- Organizational Skills
References
Available upon request
Timeline
Case Specialist II
Fullscope DRMS (Sunlife)
07.2021 - Current
Claim Analyst
Travel Insured International
04.2020 - 07.2021
Case Specialist
MetLife
05.2016 - 04.2020
No Degree - General Studies
Southern New Hampshire University
Medical Billing and Coding –Certified -
American Institute
High School Diploma -
Metropolitan Learning Center
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