Kaylla Retama
Raleigh,NC
Summary
Dynamic professional with a proven track record at Wake County Human Services, adept in workforce development and client advocacy. Excelled in multicultural environments, leveraging bilingual skills to enhance client satisfaction and achieve significant outcomes. Skilled in MS Excel and customer database management, consistently surpassing goals through strategic planning and effective communication.
Overview
7
7
years of professional experience
Work History
Employment Counselor
Wake County Human Services
04.2024 - 01.2025
- Matched clients to open positions based on skills and work requirements using the NC Works resources.
- Assisted clients in identifying suitable employment opportunities through diligent research and networking.
- Facilitated workshops covering essential topics such as resume writing, interviewing techniques, and job search strategies.
- Referred clients to paid training scholarships, programs, and apprenticeships tailored to their specific needs and career goals.
- Provided ongoing support to successfully placed clients, helping them navigate their new workplace environments.
- Managed individual caseloads effectively, ensuring timely follow-ups with clients on their progress.
Business Development Representative
John Hiester Chevrolet
06.2023 - 03.2024
- Organized and coordinated service appointments with meticulous attention to detail and professionalism.
- Consistently met or exceeded sales targets, contributing significantly to the overall success of the team.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Collaborated with internal departments, including the parts department and technicians to resolve customer inquiries and concerns.
- Conducted bookkeeping tasks, including documentation daily financial transactions and balancing cash accounts.
Customer Service Representative III
Savista
05.2019 - 05.2023
- Managed high-stress situations effectively, averaging 70 to 90 calls daily. Maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained call wrap-up under two minutes while detailing records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Interacted with patients to collect payments, set up payment plans, and assist with financial assistance applications.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Translated CRM patient accounts to Excel for month-end closing reports and entries.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Research Assistant
Social Scientific Systems
01.2019 - 07.2020
- Participated actively in regular meetings with fellow Sister Study researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
- Organized research materials, maintaining a well-ordered workspace conducive to productivity.
- Maintained detailed records of survey responses, ensuring data integrity and easy access for analysis.
- Improved survey response rates by developing rapport with respondents and utilizing effective communication skills.
Eligibility Specialist
Humana
05.2018 - 01.2020
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various generic medication programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of Humana program guidelines and regulations.
- Utilized ASP systems to reduce medication costs, providing alternative and generic options for patients.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
Education
Associate of Science -
Wake Technical Community College
Raleigh, NCSkills
- Client advocacy
- Multicultural competence
- Workforce development
- Barrier identification
- MS Excel
- Microsoft Word
- Customer database management
- Bilingual in Spanish
Languages
Spanish
Native or Bilingual
Timeline
Employment Counselor
Wake County Human Services
04.2024 - 01.2025
Business Development Representative
John Hiester Chevrolet
06.2023 - 03.2024
Customer Service Representative III
Savista
05.2019 - 05.2023
Research Assistant
Social Scientific Systems
01.2019 - 07.2020
Eligibility Specialist
Humana
05.2018 - 01.2020
Associate of Science -
Wake Technical Community College
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