Sh’Kendra Caldwell
Orlando
Summary
Detail-oriented professional with exceptional communication and project management skills, thriving in fast-paced environments while efficiently managing multiple tasks. Recognized for a proactive approach to identifying and resolving issues, with a strong emphasis on optimizing processes and supporting team objectives. Equipped with robust problem-solving abilities and a commitment to continuous learning, ready to contribute to team success and drive positive outcomes. Eager to embrace new challenges and advance organizational goals with dedication and enthusiasm.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Benefit Analyst / Claims Adjuster – Workers’ Compensation (BMU)
Travelers Insurance
Orlando, FL
07.2022 - Current
- Lead structured investigations of complex workers’ compensation claims, synthesizing medical, policy, and regulatory data to inform sound, customer-centered decisions
- Apply human-centered problem solving to balance injured worker needs with organizational, regulatory, and policy constraints
- Analyze medical documentation using ICD-9, ICD-10, and CPT codes within EMR and enterprise systems to support accurate outcomes
- Collaborate with healthcare providers, employers, legal counsel, and cross-functional internal teams to co-create effective claim resolutions
- Collect and evaluate claim data to identify trends, risks, and opportunities for process improvement
- Independently managed a high-volume caseload while delivering clear communication, empathy, and high-quality service
Clinical Administrative Assistant
RR Care Management
Orlando, FL
02.2022 - 06.2022
- Scheduling and Confirming Patient Appointments.
- Billing Patients, Processing Payments and Insurance Claims.
- Compiling and Recording Medical Charts.
- Managing Medical Files with Coding Expertise.
- Writing Reports and Correspondence.
- Processed medical records and documentation, ensuring compliance with HIPAA regulations.
- Assisted in developing administrative procedures to streamline office operations and improve efficiency.
Patient Registration Coordinator
AdventHealth Centra Care Lake Buena Vista
Lake Buena Vista, FL
09.2020 - 02.2022
- The Patient Registration Coordinator is responsible for the patient's initial introduction of the association.
- Verifying and billing insurance to ensure that the correct co-pay, coinsurance or deductible are being collected.
- Be responsible for timely and appropriate scheduling of patients.
- Communicate professionally, honestly, and effectively with patients, visitors, and all other co-workers.
Call Center Agent
K Force Temporary Services
Orlando, FL
06.2020 - 09.2020
- Assists Florida residents with applying for reemployment benefits. Ensures every phone call meets the company's quality assurance standards.
- Assists with technical services, such as address change request, account reset, and effective change date requests for claimants.
- Assists with reducing claimants’ stress level by answering questions and redirecting them to the appropriate department, as necessary.
Sales Associate & Brand Ambassador
STORY At Macy’s
Orlando, FL
03.2019 - 07.2020
- Designed the theme setup of the store with incoming sale products and decorations.
- Managed day-to-day cash flow by ensuring daily sales were met and registers matched the cash flow. Communicated daily sales and goals to the Supervisor by email.
- Collaborated and worked with other sales associates and small businesses to increase sales revenue.
Sales Associate
H&M Clothing Store
Atlanta, GA and Orlando, FL
05.2017 - 02.2019
- Performed customer services duties, which included meet and greet of patrons, assisted with merchandising store items, and assisted customers with returns and exchanges.
- Managed daily cash flow and sale revenues by assisting with customers’ purchases, exchanges, and refunds.
- Collaborated and worked as a team player by picking up extra shifts and working holidays and weekends.
Education
Bachelor of Arts - Fashion Marketing
Savannah College of Art And Design
Atlanta, GABachelor of Science - Communications
University of Central Florida
Orlando, FL03.2027
Associate of Arts - Business
Valencia College
Orlando, FL01.2020
Skills
- Design Thinking & Problem Solving
- Investigation & Root-Cause Analysis
- Data Collection & Analysis
- Stakeholder Collaboration
- Customer-Centered Experience
- Microsoft Office (Excel, PowerPoint, Word)
- Computer-Based Research Systems
- Self-Directed Work Management
- Professional Communication
- Written and oral communication
- Relationship building
- Documentation and reporting
- Analytical thinking
- Special projects
- Teamwork and collaboration
- Detail-oriented
Certification
Generative AI for Creative Content & Ethics — LinkedIn
Social Media Algorithms & Audience Engagement — LinkedIn
Social Media Marketing Certification — Hootsuite
AI-Powered Marketing — Semrush
Timeline
Benefit Analyst / Claims Adjuster – Workers’ Compensation (BMU)
Travelers Insurance
07.2022 - Current
Clinical Administrative Assistant
RR Care Management
02.2022 - 06.2022
Patient Registration Coordinator
AdventHealth Centra Care Lake Buena Vista
09.2020 - 02.2022
Call Center Agent
K Force Temporary Services
06.2020 - 09.2020
Sales Associate & Brand Ambassador
STORY At Macy’s
03.2019 - 07.2020
Sales Associate
H&M Clothing Store
05.2017 - 02.2019
Bachelor of Arts - Fashion Marketing
Savannah College of Art And Design
Bachelor of Science - Communications
University of Central Florida
Associate of Arts - Business
Valencia College