Caitlyn Bower Email & Phone Number

Buffalo, New York

Manage customer accounts by creating Cisco SMARTnet renewal quotes, case creation with Cisco and issue resolution via email and phone. Collaboration with other Ingram teams to resolve customer issues involving quoting and orders to provide superior customer service. Key Contributions:• Independently developed training resource materials & standard operating procedures in OneNote for my team from scratch. This included creating documents, streamlining processes, and developing new processes to enhance our customer experience. • Subject matter expert for transition into a new email ticketing system including research, testing and collaboration with multiple parties to ensure ease of transfer for our entire Business Unit of over 100 associates and 7 separate teams.• Onboarding Peer Coach for new associates at Ingram Micro by scheduling training sessions and encouraging a successful transition into their new role.

Communicated with the customer in person and over phone to assist in scheduling lessons depending on skill level. Explained in detail different packages and lesson options. Operated the cash register and handled large amounts of money. Key Contributions:• Took on additional responsibility as the Supervisors Intern in 2019. Performed supervisor duties including managing staff, making schedules and managing inventory.• Subject matter expert for the team.

Operated behind the teller line fulfilling customer requests which included counting large sums of money, issuing bank checks, making deposits / withdrawals. Recognized opportunities for cross-selling products to customers and recommended a variety of products

Crafted and organized content for the Business Administration Department’s social media pages (Twitter and Facebook). Maintained and updated the Business Department’s page on SUNY Fredonia's Website using Drupal.Key Contributions:• Independently designed new profile pictures and cover photos that are still in use.