Raquel Washington
Savannah
Summary
Dedicated, open-minded, creative, multi-tasker, over and beyond achiever, and passionate. Hospitality, remote online agent, behavioral health, clinical, customer service, collection, and disaster case manager. An agent offering more than 25 years. Consistently delivers first-rate service and fosters positive relationships with guests to promote customer satisfaction and loyalty. Tech-savvy, highly accurate, and efficient in data entry and general operations.
Overview
24
24
years of professional experience
Work History
Disaster Case Manager
Hearts Georgia (GEMA / Tetra Tech)
04.2002 - Current
- Intake & Assessment: Conduct comprehensive, culturally sensitive, and individualized needs assessments for disaster survivors to identify unmet
- Recovery Planning: Collaborate with clients to develop, implement, and monitor short-term and long-term recovery plans aimed at restoring self-sufficiency.
- Resource Advocacy: Connect survivors to local, state, and federal assistance programs (e.g., FEMA, SBA, CDBG-DR), as well as local NGOs and non-profit resources.
- Documentation & Compliance: Maintain accurate, highly confidential case files and record entries in accordance with grant regulations and strict privacy standards
- Interdisciplinary Coordination: Act as a primary liaison between survivors, construction management teams, government agencies, and other community stakeholders.
- Provide direct support: Technical assistance to applicants navigating complex relief applications and appeals processes.
Emergency Response Team
FEMA
10.2024 - 04.2026
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
Front Desk
Days Inn
04.2019 - 10.2024
- Check-ins & Check-outs: Processed over 100 daily guest arrivals and departures, confirming reservations and verifying payment to ensure 100% billing accuracy.
- Issue Resolution: Handled an average of 50+ daily guest interactions, utilizing active listening and de-escalation strategies to resolve complaints promptly and boost satisfaction.
- Administrative Operations: Operated multi-line phone systems, screened internal and external calls, and reconciled daily cash registers and end-of-day reports.
- Hotel Systems: Proficiency in Property Management Systems (PMS), like Opera or OnQ.
- Guest Relations: Conflict resolution, guest handling, and concierge services.
- Administrative: Cash handling, multi-line telephone operation, and database management.
- Soft Skills: Multitasking in high-pressure environments, cultural awareness, and clear communication.
Night Audit & Front Desk
Days Inn & Suites
03.2017 - 04.2019
- Perform night audit procedures to ensure the accuracy of financial transactions and guest accounts.
- Looked over pending check-ins and payments processes to complete closing procedures.
- Called guest requiring wake-up calls within two minutes of scheduled call. Constantly maintaining positive and welcoming energy.
- Clean front desk, kitchen, and offices and go by shift duties daily.
- Performed nightly updates to room charges and rates.
- Complete night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Process guest arrivals and departures, including all necessary payments.
- Resolve any complaints or issues on a timely matter, showing professional empathy and confidence of what to do.
- Communicate with other staff and managers of any changes or important information during my shift.
- Make reservations over the telephone number, in person and booking group reservations.
Remote Customer Service Advocate
Humana Health Care
10.2013 - 03.2017
- Remote collaboration tools: Zoom, Google Chat, Hangouts, GoToMeeting, SharePoint, Attend Webinars, and Dropbox.
- Meeting expectations on weekly KPI’s performance.
- Review claims, educate clients of claim status and the time frame of the claim. Follow up with client’s claim, update any information needed to avoid any delays.
- Reminder clients any notifications in regards to their accounts or mentioned any information needed for upcoming renewals, denials or upcoming deadlines.
- Checking, responding to emails daily professional written responses.
- Strictly adheres and demands strict adherence to the company’s policies.
- Answer inbound customer/client requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas.
- Responsible for improving customer retention through programs and exemplary service provided to the customer.
- Over and beyond of the client's satisfaction or any discrepancies.
- Reach out to any medical fields such as pharmacies, doctor office for follow up on medications or asking probing questions about their needs and delays.
- Respond to customer inquiries in a confident, timely and accurate manner.
- Efficiently and successfully navigate multiple systems.
- Updating payments information in regards to co pays or medication cost or medical equipment’s.
Lead Engagement Specialist / Case Manager
Gateway Behavioral Health
01.2007 - 10.2013
- Educate clients of who to contact, proving the correct information based on their needs. Educating clients how the process takes and how long. Reminding clients of their upcoming appointments or any deadlines based on their account.
- Helped callers and in person on crisis hotline by providing individualized and caring support.
- Collected and documented information from each client about concerns and any available contextual details.
- Delivered instruction individually or in small groups with support from instructor.
- Completed on clients behaviors, interventions and results.
- Billed documentation based on insurance such as; Medicaid, Medicare, BCBS, Amerigroup and Tricare.
- Assist clients with their recovery plan goals and monitor progress through review of record, consultation with therapist/provider, and consultation with client.
- Perform accurate clinical screening by phone or in person to evaluate mental health and substance use issues and barriers to treatment to determine appropriate next service steps.
- Provides a range of clinical services in conjunction with Outpatient Services staff including outreach, screening, assessment, treatment planning, referral, and case management in a context that is supportive of the client's culture, values, and perspectives.
House Keeping
Holiday Inn & Express
03.2005 - 01.2007
- Daily & Deep Cleaning
- Dusting & Polishing
- Steam Cleaning
- Vacuuming & Mopping
- Kitchen & Bath Cleaning
- Countertop, Appliance & Grout Cleaning
- Carpet Cleaning & Wood Floor Polishing
- Window Treatment Cleaning
- Clothes Laundering & Ironing
- Furniture & Upholstery Cleaning
- Room Tidying & Organizing
- Silver Polishing
Education
Graduated - Diploma -
New Life Christian Academy
Tamuning, GUAM05-1997
Associates Degree - Early Child Hood
Georgia Technical College
06-2006
Associates Degree - Psychology
Guam University College
Dededo, GU09-2001
Skills
- Safety and risk assessments
- Disaster / Case management documentation
- Disaster Recovery & Crisis Management
- Clinical documentation
- Critical thinking
- Excel, Main frame, Power Point, Date Entry and word
- Dispatch System
- Team communications
- ICD-10, Client Intake & Eligibility Verification
- Guest experience
- Customer service training
- Effective communication and organizational skills
- Medical Billing
- Maintain HIPPA confidentiality
- Software experienced with medical, hospitality and transportation
- HIPPA Protocols
- Stress Management
Timeline
Emergency Response Team
FEMA
10.2024 - 04.2026
Front Desk
Days Inn
04.2019 - 10.2024
Night Audit & Front Desk
Days Inn & Suites
03.2017 - 04.2019
Remote Customer Service Advocate
Humana Health Care
10.2013 - 03.2017
Lead Engagement Specialist / Case Manager
Gateway Behavioral Health
01.2007 - 10.2013
House Keeping
Holiday Inn & Express
03.2005 - 01.2007
Disaster Case Manager
Hearts Georgia (GEMA / Tetra Tech)
04.2002 - Current
Graduated - Diploma -
New Life Christian Academy
Associates Degree - Early Child Hood
Georgia Technical College
Associates Degree - Psychology
Guam University College