Katie Bechtel

• Improved client self-awareness by conducting in-depth assessments and facilitating insightful coaching sessions.
• Empowered clients to set and achieve personal and professional goals through customized action plans and regular follow-up meetings.
• Enhanced client communication skills with targeted exercises, role-play scenarios, and constructive feedback.
• Boosted clients'' confidence levels by addressing limiting beliefs, reframing negative thought patterns, and fostering a growth mindset.
• Promoted work-life balance for clients through tailored strategies focusing on time management, stress reduction, and self-care practices.
• Optimized client productivity with personalized time management tools, goal-setting frameworks, and accountability partnerships.
• Supported clients in overcoming personal challenges by applying solution-focused coaching methodologies and evidence-based techniques.

In a remote, call-center environment, completed Quality Control financial eligibility determinations for California Department of Housing and Community Development Covid-19 Rent Relief Program. Followed productivity, timeliness, and quality guidelines. Provided compassionate customer service. Conducted outreach phone interviews with tenant and landlord applicants. Communicated with applicants after the interview to include requesting information, status updates and final decision. Documented throughout the application process as needed, actions taken, relevant case information, and eligibility related material in case records until final case determination was made. Escalated fraud cases to Fraud Waste Abuse. Participated in team meetings, process improvements, and assisted with special projects.

In a remote Call Center environment, worked with a Specialized Team at DoorDash to resolve account issues, pay issues, and troubleshoot app issues for Dashers. Provided a combination of process enactment, judgement calls, and cross-functional communication on behalf of DoorDash Customer Support for Dashers, Merchants and Consumers. Requested eligibility verification and reviewed documentation in various systems.
Researched application troubleshooting solutions with DoorDash standard operating procedures and applied prescribed policies and procedures as required for each customer claim. Followed the life cycle of the case: Documented throughout the claim as needed, actions taken, relevant case information, and related material in case records until the issue was resolved.

• Remote contractor for California EDD Unemployment Insurance Department.
• Defined and implemented quality initiatives to reduce risk and assist management with improving training standards and reducing costs for company
• Compiled and distributed weekly feedback to team leaders and management in order to improve service time and quality while increasing productivity
• Served as subject matter expert in both UI Fact-Finding and Employer Protest Departments
• Lead Team of 15-20 agents while providing support to reporting leadership team: Organized and prioritized daily caseload. Communicated to claimants both verbally and in writing. Effectively documented actions taken and decisions made. Used numerous computer databases, systems. Accurately calculated mathematical equations. Applied current laws, rules and regulations in making eligibility determinations. Effectively interviewed and performed adjudication for all community populations. Applied customer service techniques; empathy, active listening, and remaining calm during customer interactions.

• Enhanced customer experience by providing personalized product recommendations based on individual needs and preferences.
• Increased repeat business through exceptional customer service and extensive knowledge of cannabis products.
• Assisted in maintaining a clean, organized, and visually appealing store environment to ensure a positive shopping experience for customers.
• Contributed to team success by sharing product knowledge and expertise with fellow budtenders during training sessions.
• Managed inventory efficiently, ensuring accurate stock levels and timely reordering of popular products to prevent shortages.

• Served food and beverages promptly with focused attention to customer needs.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Cultivated warm relationships with regular customers.
• Resolved customer complaints promptly and professionally to maintain positive reputation.
• Set positive tone for entire dining experience as first point of contact for incoming guests.

• Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
• Performed as subject matter expert for case management processes.
• Worked with patients to schedule tests and procedures.
• Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
• Submitted prior authorizations for Medicare and Medicaid Programs.

• Adhered to strict HIPAA guidelines to protect patient privacy.
• Checked patient insurance, demographic, and health history to keep information current.
• Helped patients complete necessary medical forms and documentation.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Managed multiple tasks in a caseload.
• Used professional phone ettiquette to triage patients.