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Kacie Schultz

About

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Illinois, United States

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • The Trevor Project
    988 Digital Shift Supervisor
    The Trevor Project
    Aug 2022 - Jul 2025 (3 years)
    Supervise 20+ digital crisis counselors per shift, ensuring adherence to trauma-informed and equity-centered service standards. Deliver real-time coaching and performance feedback in high stakes scenarios to strengthen team resilience and contact outcomes. Monitor chat quality, document feedback, and assist in developing performance improvement plans.
  • I
    COVID-19 Case Investigator / Subject Matter Expert
    Insight GlobalAZDHS
    Aug 2020 - Mar 2022 (1 year 8 months)
    Led contact tracing efforts and provided empathetic, culturally responsive support to those affected by COVID-19. Mentored peers, conducted QA audits, and helped develop training and outreach protocols. Guided patients through vaccine navigation and escalated complex needs to public health teams.
  • H
    Customer Service & Sales – Insurance & Healthcare Sector
    Humana, Homesite Insurance,
    Jan 2016 - Jan 2020 (4 years 1 month)
    Managed 70–100 calls per day across healthcare and insurance lines, resolving service issues with accuracy and empathy. Surpassed performance goals by tailoring solutions to client needs and identifying retention opportunities. Trained and mentored new hires, facilitating shadow sessions and onboarding support.
  • A
    Financial Services & Client Support Roles
    American Express, Progressive, Discover Financial
    Jan 2012 - Jan 2016 (4 years 1 month)
    Assisted clients with billing concerns, disputes, retention offers, and benefit usage guidance. Consistently exceeded KPIs in service quality and retention while mentoring peers in customer engagement strategies. Translated policy details and technical issues into clear, actionable information for clients.
Education verified_user 0% verified
  • Grand Canyon University
    BS in Psychology
    Grand Canyon University
    Jan 2019 - Jan 2021 (2 years 1 month)
    Coursework equivalent to 2 years
  • Ironwood High School
    High School Diploma
    Ironwood High School
    Aug 2008 - May 2012 (3 years 10 months)