MICHELLE A. CARSON
Union City
Summary
Administrative Support Specialist with FEMA experience, specializing in data analysis and reporting. Achieved 100% quality metrics through enhanced operational efficiency and customer advocacy. Expertise in records management and training, contributing to process improvements for multi-million-dollar disaster operations and ensuring regulatory compliance.
Overview
27
27
years of professional experience
Work History
Administrative Support Specialist
FEMA
10.2024 - Current
- Perform administrative duties for the Joint Field Office of 200+ staff, producing a variety of reports, and tracking expenditures by analyzing information and creating specialized databases/reports resulting in leadership's ability to accurately manage a multi-million-dollar disaster operation.
- Generate, maintain, and reconcile emergency call down list for the Joint Field Office, and Senior Leadership.
- Support emergency preparedness planning efforts by implementing process improvements and developing procedure risk assessments.
- Maintain document control within DHS/FEMA procedural guidelines.
- Oversees contingency planning, and quality audits for various departments/programs.
Premier Customer Advocate
United HealthCare
08.2022 - 05.2025
- Bolstered customer advocacy by delivering exceptional outreach regarding employer provided benefits thereby maintaining 100% daily quality metrics and excellent customer service to 6 employer groups and 1,000+ employees.
- Educated customers on healthcare benefits, navigating the insurance system, and billing.
- Researched and conveyed insurance changes and provided clarification of healthcare policies/regulations.
- Executed claims adjustments and payments, consistently demonstrating empathy and ethical standards.
Correspondence Customer Service Rep/Supervisor
BlueShield of California
11.2019 - 06.2022
- Advocated for customer needs by supervising and mentoring 15 agents with their documentation of customer interactions and collaborating with internal departments thereby consistently achieving monthly quality metrics of 600+ calls with 100% accuracy.
- Resolved complex claims issues that needed dispute resolution.
- Maintained team and individual metrics to ensure compliance with healthcare regulations.
Administrative Assistant
Diamond Resorts International
04.2015 - 05.2019
- Maintained the planning, coordination, and execution of company events for 3 departments by building vendor relationships, streamlining operations, and negotiating contracts which saved $10K in monthly expenditures.
- Liaison for internal and external stakeholders, employees, clients, and vendors.
- Supported the call center in the execution of customer outreach campaigns.
Customer Care Professional
C3 Customer Contact Channels/United Healthcare
09.2013 - 04.2015
Registrar
Aviation Institute of Maintenance/Centura
05.2012 - 09.2013
Registrar
Northwest Health Careers
02.2011 - 04.2012
Senior Secretary/Management Secretary
Los Angeles County Retirement Association
03.1999 - 09.2008
- Supervised department secretary while supporting 3 department executives, with administrative and operational duties, therefore allowing executive to focus on company goals and timelines.
- Prepared comprehensive financial reports for the Board, Division Managers and outside financial agencies.
- Maintained various confidential personnel files.
- Liaison between the Director's office and internal/external stakeholders.
- Participated in plans improvements and special projects as instituted by the division manager.
- Generated and completed performance evaluations for staff.
- Assisted the Benefits Department with processing employee payroll.
Education
High School Diploma -
Susan Miller Dorsey High School
06.1984
Skills
- Records Management
- Data Analysis & Reporting
- Program Administration
- Quality Assurance
- Customer Advocacy
- Regulatory Compliance
- Training & Coaching
- Resource Allocation
Tools Technologies
- IEX/ISET Network System
- HRMS
- Google Suite
- DAAPS
- PeopleSoft
- CCH
- Power Chart
- Odyssey
- Adobe Professional
- Visio
Timeline
Administrative Support Specialist
FEMA
10.2024 - Current
Premier Customer Advocate
United HealthCare
08.2022 - 05.2025
Correspondence Customer Service Rep/Supervisor
BlueShield of California
11.2019 - 06.2022
Administrative Assistant
Diamond Resorts International
04.2015 - 05.2019
Customer Care Professional
C3 Customer Contact Channels/United Healthcare
09.2013 - 04.2015
Registrar
Aviation Institute of Maintenance/Centura
05.2012 - 09.2013
Registrar
Northwest Health Careers
02.2011 - 04.2012
Senior Secretary/Management Secretary
Los Angeles County Retirement Association
03.1999 - 09.2008
High School Diploma -
Susan Miller Dorsey High School