Vesti Fletcher
Memphis
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
25
25
years of professional experience
Work History
Management Assistant
Internal Revenue Service
10.2017 - 10.2025
- Take incoming calls from customers on building, shipment and order issues.
- Process and resolve issues regarding building, shipment, and order.
- Credit card reconciliation and ordering, order furniture supplies and other items as needed.
- Research KISAM database for Ticket closure and open incidents, customer interaction via email and phone.
- Weekly and quarterly report preparation and consolidation.
- Escort contractors on premises and check credentials of all incoming new contractors.
- Handle customer inquiries with professionalism and efficiency. Collaborate with diverse team members to achieve goals on time.
- Coordinated facility maintenance schedules to ensure operational efficiency and safety compliance.
- Managed security protocols, enhancing employee safety and asset protection measures.
- Assisted in budget preparation for facility operations, optimizing resource allocation and cost management.
- Developed training materials for staff on emergency procedures and safety standards, improving overall preparedness.
Red Cross Disaster Agent
Direct Interactions
01.2021 - 05.2022
- Make calls to hospitals, funeral homes, police stations to verify Service Members family status in order to help Service Members take leave.
- Reported outcomes to upper management via database updates.
- Data entry.
- Made callbacks on saved interactions and cases.
- Managed customer interactions to resolve inquiries and provide support effectively.
- Collaborated with cross-functional teams to streamline communication and enhance operational workflows.
- Led team meetings to share insights, address challenges, and foster a cohesive work environment.
- Implemented best practices for customer engagement, resulting in improved satisfaction ratings.
Lead Tax Examiner
Internal Revenue Service (Wage and Investment)
12.2011 - 10.2017
- Took incoming calls from taxpayers and employees looking to resolve outstanding tax issues.
- Reviewed/researched taxpayer cases using IRS processing system.
- Processed Power of Attorney forms.
- Conducted 100% OJI reviews on New Hires. Reviewed letters to ensure guidelines are met.
- Communicated with taxpayers and/or representatives via phone for address or information updates.
- Generated and completed supervisor reports (Daily Efficiency, Unscheduled Leave, New Hire, Duplicate, Daily Closure). Facilitated new hire training classes.
- Designed, updated, and developed instructional workbooks/training materials. Lead, trained, and guided team daily to ensure 100% quality on processing procedures.
- Mentored junior examiners, providing training on audit procedures and IRS policies.
- Enhanced efficiency of tax examination processes through implementation of streamlined workflows.
- Increased accuracy of tax calculations by applying advanced knowledge of federal, state, and local tax laws.
- Managed workload effectively through prioritization of tasks based on urgency, complexity, and deadline requirements.
- Contributed to team-wide discussions on best practices for handling unique or challenging cases, leveraging personal expertise in complex situations.
- Developed customized tools for tracking case progress, facilitating efficient communication within the team and improving overall productivity.
Contractor Relations Representative
TruGreen LandCare
04.2010 - 05.2012
- Recruited, hired, and maintained talent/contractors for over 30+ states with 200+ clients.
- Developed and maintained relationships with old/new/prospective clients to increase business.
- Negotiated sales contracts. Managed projects (RFP’s, Pricing Quotes/Requests) for regional accounts. Maintained and created budgets, forecasts, schedules, and SOPs.
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Educated clients on landscaping services, ensuring understanding of benefits and care requirements.
- Trained new representatives on company policies, procedures, and customer engagement techniques.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Led initiatives to streamline operations, resulting in increased efficiency across service teams.
- Analyzed client needs to recommend tailored solutions, improving overall customer retention rates.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
Provider Relations Representative
Humana Tricare
02.2008 - 04.2010
- Recruited Physicians, Hospitals, Ambulatory, and Ancillary providers within an assigned territory.
- Created and maintained reports for the Government and upper management.
- Assisted with billing and claims issues as needed.
- Facilitated Seminars for in and out-of-network providers.
- Closed contracts of all levels of complexity with providers. Conducted monthly site visits.
- Managed provider relationships, fostering communication and trust within the network.
- Facilitated provider onboarding and training to enhance network engagement.
- Resolved provider inquiries efficiently, ensuring high satisfaction levels.
- Analyzed data trends to identify areas for improvement in provider services.
- Developed training materials that enhanced understanding of policies and procedures for providers.
- Collaborated with cross-functional teams to streamline operations and improve workflows.
- Assisted providers in navigating through various reimbursement processes, resulting in timely payments and reduced financial disputes between parties.
- Served as a liaison between healthcare organizations and insurance companies to ensure seamless communication regarding claims processing and payment matters.
- Managed high-volume caseloads of dispute resolution cases, providing swift resolutions that maintained positive relationships with both parties involved.
- Strengthened provider networks through regular outreach and relationship building activities.
- Implemented a system for tracking provider feedback, allowing for data-driven improvements to internal processes and enhanced satisfaction among network partners.
- Researched and resolved disputes, billing discrepancies, and claims efficiently to maintain customer satisfaction, boosting satisfaction ratings 85%.
- Fostered strong, positive relationships with key providers by coordinating, facilitating and leading partnership meetings and identifying on-site enrollment opportunities.
Patient Account Representative
Accredo Health Group
02.2004 - 02.2008
- Processed electronic and paper claims for various Healthcare Payers.
- Reconciled insurance billing with payers and patients.
- Communicated with patients/physicians and insurance providers regarding benefits, shipments, and products.
- Performed benefits analysis.
- Managed patient accounts, ensuring accurate billing and timely payments.
- Resolved insurance discrepancies, enhancing claims processing efficiency.
- Coordinated with healthcare providers to verify patient eligibility and benefits.
- Utilized electronic health record systems to maintain up-to-date patient information.
- Trained new staff on billing procedures and patient account management tools.
- Led initiatives to streamline workflows, improving overall department productivity.
- Developed training materials that improved staff understanding of compliance regulations.
- Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.
Education
Bachelor of Arts - Public Relations/Marketing
University of Memphis
Memphis, TN01.2001
Skills
- Account management
- Market expansion
- Contractor engagement oversight
- Skilled in contract negotiation
- Client engagement
- Customer engagement
- Healthcare management
- HIPAA compliance knowledge
- Insurance claims processing
- Internal data analysis
- Data interpretation
- JD Edwards expertise
- New employee training coordination
- Strategic portfolio oversight
- Project coordination
- Healthcare provider relations
- Stakeholder engagement
- Sales target achievement
- Customer support in sales
- Workshop organization expert
- Tax Examiner
- Interactive workbook developer
- Account relationship development
- Cost analysis
- Market trend analysis
- Cost analysis and pricing
- Budget monitoring and analysis
- Quote management
- Staffing and recruitment expert
- Proposal process oversight
- Project scheduling
- Development of SOPs
- Cost-benefit analysis
- Accounts receivable processing
- Claims
- Facilitator
- Payment reconciliation
- Experienced in using Internet Explorer
- Proficient in Microsoft Access
- Advanced Excel skills
- Experienced in creating presentations with Microsoft PowerPoint
- Experienced in document creation using Microsoft Word
- Steadfast in commitments
- Effective communicator in diverse settings
- Constructive outlook
- Effective team facilitator
- Collaborative team guidance
- Skilled in using Zoom, Slack, and Microsoft Teams
- Distributed project oversight
- Remote meeting coordination
- Effective issue resolution skills
- Skilled in virtual work platforms
- Cybersecurity knowledge
- Data collection skills
- E-learning facilitation
- Office administration
- Business communications
- Attention to detail
- Analytical thinking
- Support services
Timeline
Red Cross Disaster Agent
Direct Interactions
01.2021 - 05.2022
Management Assistant
Internal Revenue Service
10.2017 - 10.2025
Lead Tax Examiner
Internal Revenue Service (Wage and Investment)
12.2011 - 10.2017
Contractor Relations Representative
TruGreen LandCare
04.2010 - 05.2012
Provider Relations Representative
Humana Tricare
02.2008 - 04.2010
Patient Account Representative
Accredo Health Group
02.2004 - 02.2008
Bachelor of Arts - Public Relations/Marketing
University of Memphis