Rachelle Ockert

Work History

IAA

05.2024 - Current

New department team member assisting in policy and protocol implementation for provider assistance in all 50 states regarding auto title transfer laws and processing.
Leveraged strong listening skills to fully understand customer's perspective, enabling tailored and empathetic responses during conflict resolution.
Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases later.
Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients' concerns.
Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads; 50+ calls daily.

IAA

03.2023 - 05.2024

Expedited title application approvals by accurately preparing all necessary documentation for submission to appropriate motor vehicle departments. 80+ applications processed daily.
Collaborated with clients to facilitate smooth property transactions, ensuring proper title transfer.
Enhanced document accuracy by meticulously reviewing and verifying titles for correctness.
Provided expert guidance on complex title matters, serving as reliable resource for colleagues and clients alike.
Conducted thorough public record searches to verify property ownership history and identify potential liens or encumbrances.
Maintained compliance with industry regulations by staying up-to-date on relevant laws and guidelines related to title management.
Organized and prepared title documents to transfer ownership of property.
Performed data entry and other administrative tasks to keep records and files organized and accurate.

Conduent

11.2022 - 03.2023

Provided remote support for end users, resolving software installation and configuration issues efficiently via phone. 30+ calls daily.
Streamlined troubleshooting processes for faster resolution times, enhancing overall client experience.
Handled sensitive client data responsibly, adhering to strict privacy policies and maintaining confidentiality at all times.
Documented resolutions in concise manner, contributing to improvement of internal knowledge base.
Translated complex technical issues into digestible language for non-technical users.
Managed high levels of call flow and responded to internal business end user technical support needs.
Diagnosed and troubleshot hardware, software and network issues.
Installed and configured operating systems and applications.
Removed malware, ransomware, and other threats from laptops and desktop systems.

HR Block

11.2022 - 01.2023

Eight hours of paid training (Hybrid)
Tax Associate certification
Additional new tax professional training
Developed in-depth knowledge of tax business and industry through direct interaction while working on various aspects of engagement.
Researched and analyzed specialized tax laws, rules and regulations and analyze pertinent client, industry, and technical matters to remain current on tax legislation.

Campaign Industries

09.2022 - 10.2022

Maintained accurate records of interactions with potential voters, providing valuable feedback to campaign team for strategic adjustments.
Collected valuable data on voter preferences, enabling targeted follow-up efforts by campaign staff.

Cohere Health

10.2021 - 01.2022

Answered inbound phone calls, emails, and faxes from health care providers (35+ daily).
Provided resolution on first interaction with provider office.
Collect, gather, document all necessary information.
Cross-trained with other various positions.
Research data to ensure correct information entered in SaaS system.
Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into required systems.
Maintained accurate, up-to-date provider records for reliable reference and communications.

County Of San Diego Health And Human Services

12.2020 - 03.2021

Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts
Provided emotional support for distressed individuals during difficult conversations surrounding their potential exposure to COVID19
Supported public health efforts by conducting thorough interviews with confirmed COVID-19 cases
Performed record keeping by logging client information within secure contact-tracing software
Assisted in minimizing virus spread through consistent monitoring of affected individuals'' symptoms and compliance with guidelines
Enhanced community safety, providing clear guidance on isolation and quarantine procedures to exposed individuals
Provided educational and informational resources regarding isolation policies and quarantine measures
Clarified misconceptions about virus, sharing accurate information during contact tracing calls
Maintained compliance with all relevant privacy and confidentiality regulations, ensuring protection of sensitive personal information throughout contact tracing process
Notified and interviewed individuals to ascertain novel coronavirus exposure level
Provided crisis intervention and supportive counseling services to assist clients facing issues and problems