Caitlin Collins
Aliso Viejo
Summary
Driven professional passionate about crafting unforgettable experiences. Dedicated to making a meaningful impact through expertise in guest and customer experience, complemented by strong administrative skills. Proficient in problem-solving, communication, and empathy, effectively addressing customer concerns while fostering positive relationships. Committed to team collaboration and achieving results, with a proven ability to adapt to changing needs and deliver consistent performance. Highly skilled in utilizing CRM software to manage inquiries and provide exceptional service that exceeds expectations.
Overview
13
13
years of professional experience
Work History
APPLICATIONS SPECIALIST
Tricon Residential
01.2025 - Current
- Collaborated with external partners to carefully review incoming applications, verify income details, and perform background checks using established data processes to ensure accuracy and reliability.
- Improved consistency in record updates by 23% by implementing standardized tracking protocols through collaboration across various departments.
- Boosted overall efficiency and customer satisfaction by working closely with other departments to resolve issues and address questions related to the application process.
- Streamlined the onboarding process for new applicants, cutting average review and approval time by 35% over 10 months through the adoption of digital workflow tools and standardized procedures.
OPERATIONS ADVISOR
Tesla
05.2023 - 11.2025
- Streamlined customer account verification processes to enable seamless vehicle appointment scheduling, boosting efficiency and customer satisfaction, which contributed to maintaining a consistent 89% CSR score.
- Oversaw post-sale registration, payment, and financing confirmations, ensuring a smooth transition for customers and fostering a positive ownership experience.
- Assisted customers during vehicle handover, providing guidance and support to ensure they felt confident and well-informed about their new purchase.
- Developed and implemented a comprehensive checklist that reduced operational errors by 70% and streamlined document processing, resulting in a 50% improvement in workflow efficiency.
- Actively mentored junior team members, fostering a culture of continuous learning and skill development within the operations team, which led to increased team performance and morale.
EXECUTIVE ASSISTANT
Ally Financial
11.2021 - 03.2023
- Organized executive meetings using calendar management tools and communication platforms, ensuring all key participants received materials and resources in advance to maximize meeting productivity.
- Prepared expense reports promptly and accurately, ensuring financial integrity and compliance with organizational policies, which contributed to streamlined budgeting processes.
- Managed daily office operations, optimizing visitor and delivery processes to create a welcoming environment and improve overall workflow efficiency.
- Handled sensitive data during the office relocation, implementing strict security measures to protect confidential information and ensure compliance with data protection regulations.
- Led the office transition project, optimizing supply management and logistics to minimize downtime and enhance operational effectiveness during the move.
- Analyzed executive schedules to enhance time management, resulting in improved productivity and better alignment with strategic goals through effective prioritization and resource allocation.
PAYROLL TAX ANALYST
UKG
08.2016 - 09.2021
- Resolved IRS tax notices efficiently, ensuring timely solutions that enhanced client satisfaction and maintained compliance with federal regulations.
- Managed comprehensive tax reporting and enforcement cases with precision, ensuring accuracy and adherence to all applicable tax laws and guidelines.
- Negotiated fee waivers on behalf of large employers, successfully saving an average of over $30,000 annually in penalties and demonstrating a strong commitment to client cost-effectiveness.
- Addressed complex IRS cases as a key team member, contributing to significant resolutions that positively impacted clients and strengthened team performance.
SR. PROVIDER RELATIONS REP
United HealthCare
10.2015 - 08.2016
- Ensured data integrity by maintaining accurate dental records in Salesforce, implementing systematic checks and updates to enhance record reliability and accessibility.
- Developed and maintained comprehensive databases to optimize provider relations, facilitating better communication and collaboration, which resulted in improved service delivery and enhanced operational efficiency.
- Built strong relationships with dental providers by skillfully managing contract negotiations and tackling complex challenges. These efforts resulted in a 25% increase in provider satisfaction and a 15% improvement in how smoothly the network operates, reflected in key performance metrics.
SR. PHARMACY TECHNICIAN
OptumRX
05.2013 - 10.2015
- Managed a high-volume call center, handling an average of 60+ incoming calls daily while processing over 25 fax requests for prior authorizations.
- Coordinated directly with pharmacists and physicians to gather clinical documentation, successfully finalizing 95% of prior authorization requests within established timelines and in compliance with EHR protocols.
- Leveraged in-depth knowledge of insurance protocols to expedite prior authorization processes, enabling quicker access to medications for patients.
- Improved resolution rates for prescription coverage issues by facilitating insurance claim adjudications through effective communication with healthcare providers and pharmacies.
- Fostered a strong sense of community and sisterhood by actively participating in chapter events and initiatives, promoting a supportive environment for personal and academic growth among members.
- Organized and led philanthropic events, successfully raising funds and awareness for various charitable causes, which enhanced the sorority's impact within the community and strengthened member engagement.
Education
Bachelor's Degree (incomplete) - Communications
California State University-Fullerton
Fullerton, CASkills
- Customer satisfaction & retention
- Google Suite
- Microsoft Office 365
- Database management
- Application verification
- Data integrity management
- Process optimization
- Compliance adherence
- Cross-department collaboration
- Customer relationship management
- Team mentorship and training
- Financial reporting accuracy
Websites
Affiliations
- Member | California State University Fullerton | ALPHA DELTA PI SORORITY | September 2003 - January 2006
- Built lasting friendships and a supportive sisterhood by actively participating in chapter events and creating a welcoming environment for all members, fostering personal and academic growth.
- Led fun and impactful philanthropic events, where we raised funds and awareness for important causes, making a positive difference in our community while bringing our sisterhood closer together.
VOLUNTEER WORK
VOLUNTEER ORGANIZER | IRVINE, CA | SECOND HARVEST FOOD BANK | November 2021 - March 2023
- Organized and led teams from different departments to volunteer at community events, helping low-income families, the elderly, and people facing homelessness. This not only significantly impacted the community but also fostered a culture of service and connection within the organization.
- Managed and tracked volunteer hours for employees, ensuring compliance with quarterly volunteer commitments and promoting a sense of accountability and pride in community involvement, which contributed to overall employee satisfaction and team cohesion.
Timeline
APPLICATIONS SPECIALIST
Tricon Residential
01.2025 - Current
OPERATIONS ADVISOR
Tesla
05.2023 - 11.2025
EXECUTIVE ASSISTANT
Ally Financial
11.2021 - 03.2023
PAYROLL TAX ANALYST
UKG
08.2016 - 09.2021
SR. PROVIDER RELATIONS REP
United HealthCare
10.2015 - 08.2016
SR. PHARMACY TECHNICIAN
OptumRX
05.2013 - 10.2015
Bachelor's Degree (incomplete) - Communications
California State University-Fullerton