Rachel Castillo
Springfield,MO
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
Work History
Customer Care/Property Claims Supervisor
ARC, LLC Virtual
01.2019 - 06.2022
- Complied with established internal controls and policies.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Developed strategic plans for day-to-day operations.
- Validated existing accounting management and reporting systems to assess quality and conformance, identify problems and implement corrective actions.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance
Customer Care Professional
American Express Virtual, Customer Care
10.2016 - 01.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Virtual Program Specialist
Denver County Department of
Denver, Colorado
11.2015 - 12.2017
- Assisted Veterans and the Elderly & Disabled Population with community resources, programs & resources.
- Processed claims and overpayments of benefits in timely manner.
- Determined eligibility for Food Assistance, Adult Financial Assistance, Medicaid, Long Term Care assistance & other various programs.
- Assisted clients in obtaining documentation of resources from financial institutions and retrieving verification of citizenship and identity.
- Promoted and assisted clients in achieving self sufficiency.
- Entered data in CBMS system and handled database maintenance.
- Performed eligibility assistance, case management and referrals or related function.
- Achieved 99% timely processing record.
Eligibility Supervisor
Douglas County Department of Human Services
Castle Rock, Colorado
01.2013 - 06.2016
- Managed financial, medical and food assistance programs and resources to assist Veterans and elderly and disabled populations.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Oversaw claims to ensure they were processed accurately and efficiently.
- Conducted hearings regarding misuse of programs.
- Applied knowledge of Human Service rules, regulations, policies and procedures to enhance and maintain efficient workflow.
- Complied with department, organization and government policies and procedures.
- Facilitated referral to community resources to assist with other needs and intricate issues.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to Health & Human Services director.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Supervised Eligibility and administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Developed and implemented office management procedures to increasing training team productivity and accuracy.
- Collaborated with Customer Service and Eligibility Units to achieve 99% timeliness of all programs which was over required timeframes.
- Conducted ongoing reviews of program financial systems to achieve accuracy.
- Ran monthly and daily reports to ensure mandated time frames are achieved and maintained.
- Conducted initial training and ongoing trainings.
- Responsible for planning, organizing, directing and training staff on various Program rules and systems.
- Conduct performance evaluations, manage performance issues
- Documented and addressed concerns related to performance and timeliness.
Program Specialist
Arapahoe County Department of Human Services
Aurora, Colorado
04.2010 - 01.2013
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
- Established goals and created action plans to achieve goals.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Developed and deepened community relationships to assist with growth and self-sufficiency in mutual clients.
- Entered data CBMS system and handled database maintenance.
- Gathered and organized printed materials required for program participation.
- Assisted with community resources for healthcare and mental health.
- Reviewed applications for different programs and determined which qualification criteria for individuals.
- Documented all communication with applicants and inputted information into system using CBMS.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Interviewed applicants and explained scope of different available benefits.
- Inputted all gathered information and researched data on applicants into Colorado Benefits Management System.
- Assessed information gleaned from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
- Educated patients on eligibility and affordability options by offering insightful information.
Education
General Studies
Kaw Area Technical School
Topeka, KSSkills
- Customer Data Confidentiality
- Compliance Assessments
- Prioritizing and Planning
- Courteous with Strong Service Mindset
- Proactive and Focused
- Problem Anticipation and Resolution
- Relationship Management
- Employee Training Oversight
- Social Perceptiveness
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
Timeline
Customer Care/Property Claims Supervisor
ARC, LLC Virtual
01.2019 - 06.2022
Customer Care Professional
American Express Virtual, Customer Care
10.2016 - 01.2019
Virtual Program Specialist
Denver County Department of
11.2015 - 12.2017
Eligibility Supervisor
Douglas County Department of Human Services
01.2013 - 06.2016
Program Specialist
Arapahoe County Department of Human Services
04.2010 - 01.2013
General Studies
Kaw Area Technical School
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