Kachina Wolfe
Goodyear,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Legal Administrative Assistant
Veterans Affairs
Phoenix, AZ
06.2023 - 03.2024
- Assisted veterans in filing disability claims with the U.S. Department of Veterans Affairs.
- Performed case management duties such as tracking claim status, providing updates, and following up on pending issues.
- Assisted veterans in preparing documents required for benefit claims.
- Researched relevant laws and regulations related to veterans' benefits.
- Provided guidance concerning the appeals process when a claim was denied by the VA or other agency involved in administering benefits.
- Maintained accurate records and documented client data in company databases.
Communication Representative
Banner Healthcare
02.2022 - 04.2023
- Answered client queries and complaints to provide strong customer service.
- Responded to, processed and documented all code arrests, traumas, fire alarms (including troubles, disables and tests), emergencies and disasters following established policies and procedures for several facilities and the organization's central call center using computer based emergency procedures and group pages.
- Appropriately utilized all emergency backup equipment and procedures to maintain facility communications in the event of equipment or system failures including evacuation/relocation procedures of department staff and functions.
- Efficiently processed a high volume of incoming and interdepartmental calls providing information to callers and responding to caller requests in a professional, confidential and courteous manner.
- Proactively and continuously identified opportunities to improve processes and enhance database information. Presented findings and recommendations to management.
Licensed Insurance Sales Consultant
GoHealth
07.2021 - 02.2022
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Facilitated the complex buying experience of healthcare transparent and easy to navigate.
Training Facilitator
Valor Global
07.2020 - 07.2021
- Developed and implemented a comprehensive training curriculum for new hires.
- Managed classes of new hire groups of up to 50 people, including accrual of occurrences, timecards, potential off-boarding. KPI, and coaching's.
- Created Empathy training to be utilized by Learning and Development department.
- Facilitated Customer Service and Soft Skills training to adult learners.
- Provided Quality Assurance, coaching to adult learners.
- Leveraged information from Quality Assurance call reviews and up-to-date training materials to implement enhanced learning strategies and tailored protocol adjustments for specific campaigns.
- Provided individual coaching and mentoring to employees on best practices.
- Implemented innovative strategies to enhance learning experiences for participants.
Training Facilitator
FISERV
08.2018 - 07.2020
- Facilitated a team of new hires, administrating company policies, and managing performance.
- Compiled training handbook and related course materials.
- Kept up to date with Line of Business processes, policies, and collaborating with the instructional design team.
- Conducted new hire learning programs in two lines of business, which include products, systems and interaction skills for telephone service specialist, and provided coaching in both group and individualized sessions.
- Assisted with the continuous improvement of the Learning and Knowledge Solutions organization by recommending process improvements, curriculum enhancements and/or new processes or procedures.
Education
College of Southern Nevada
Las Vegas, NVSkills
- Facilitating, coaching, and managing adult learners
- Accomplished manager
- Proficient with Microsoft and Google suite
- Positive and upbeat
- Analytical problem solver
- Customer service expert
- Excellent writing and verbal communication
- Excellent communication abilities
- Excellent Quality Assurance skills
Timeline
Legal Administrative Assistant
Veterans Affairs
06.2023 - 03.2024
Communication Representative
Banner Healthcare
02.2022 - 04.2023
Licensed Insurance Sales Consultant
GoHealth
07.2021 - 02.2022
Training Facilitator
Valor Global
07.2020 - 07.2021
Training Facilitator
FISERV
08.2018 - 07.2020
College of Southern Nevada
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