Caitlyn F. Email & Phone Number

Nashville, TN, US

Remote

• Earned the Top Performer Award for surpassing customer service metrics, providing insightful product recommendations, and supporting junior associates.
• Transformed customer feedback into actionable insights, driving continuous improvement for a tech start-up.
• Maintain a remarkable 95% customer retention rate, a 20% increase in referrals, and garnered positive client reviews through impeccable customer service.
• Ensure a smooth onboarding process and prompt resolution of technical issues for new customers through effective phone and email responses.
• Streamlined workflows and increased productivity, clearing a 5,000-ticket backlog through strategic time management and prioritization.
• Integrated an AI chatbot and live chat options, successfully resolving 80% of incoming requests with multimedia content.

Remote

• Leveraged deep internal knowledge and service technology expertise to adeptly address customer requests and provide targeted education on the optimal application of products, aligning with their specific business goals.
• Applied resourceful problem-solving skills, creating macros and maintaining effective communication with customers during operational or product issues.
• Cultivated and sustained customer loyalty through the development of robust relationships, prioritizing individual needs, and collaborating seamlessly with cross-functional teams to consistently deliver high-value.
• Piloted and scaled an interactive voice response (IVR) project, collecting and organizing customer request data to enhance the overall customer experience.
• Spearheaded the successful transition of the CX team from traditional phone support to a comprehensive email and chat support model, optimizing communication channels to enhance overall customer experience.
• Demonstrated exceptional adaptability during a significant downsizing of the CX HQ team, efficiently maintaining high-quality support for customers.

Murfreesboro, Tennessee, United States

• Build and maintain strong relationships with clients to understand their needs and preferences, ensuring personalized service.
• Conducted open houses to market for sale properties, leveraging market trends and property values to assist clients.
• Cultivated positive relationships with customers by addressing individual needs.
• Skilled in negotiating contracts and terms to achieve favorable outcomes for clients, ensuring satisfaction for both buyers and sellers.
• Finalized deals by negotiating final prices and drafting sales contracts.

• Kept abreast of industry trends and best practices in digital marketing by participating in conferences, webinars, and workshops, contributing to the company’s leadership in shark diving experiences.
• Designed eye-catching graphics and marketing materials for both digital and print platforms, ensuring brand consistency and boosting customer engagement across all channels.
• Developed and curated engaging social media content for platforms like Facebook, Instagram, TikTok, and Twitter, leading to a 50% increase in followers and significantly higher user interactions.
• Led email marketing campaigns, including audience segmentation, content creation, and performance tracking, resulting in a 35% increase in open rates and a 20% improvement in click-through rates.
• Executed A/B testing and analyzed campaign performance, optimizing digital ad creatives and landing pages to enhance overall campaign effectiveness.
• Created tailored influencer marketing strategies aligned with brand objectives, overseeing theentire campaign process from identification and outreach to content approval and performanceanalysis.

• Led a team of 45 employees in investigating individual and business tax issues at the IRS, resolving complaints, and providing education to taxpayers.
• Introduced innovative solutions to address customer issues, contributing to more effective and customer-focused service.
• Maintained accurate records for all cases by diligently entering contact data, actions taken, and required follow-up information, ensuring the efficient resolution of open tickets.
• Provided technical support to end users completing tax forms or payments online, administering onboarding and assisting with configuration.
• Trained and mentored 250 new hires in federal tax laws and regulations, contributing to the development of a knowledgeable internal team.
• Successfully transitioned the entire department to remote work during the COVID-19 pandemic while maintaining high productivity rates.

Murfreesboro, Tennessee, United States

• Handled responsibilities for senior executives, including complex calendar management, domestic and international travel planning, and business meeting coordination.
• Assisted in facilitating executive sessions by preparing materials and agendas, and improving decision-making processes and session efficiency.
• Managed confidential communication with internal and external stakeholders.
• Offered strategic administrative support, conducting research, overseeing projects, preparing reports, and managing expense reports, invoices, and purchase orders.
• Collaborated across teams to ensure alignment on high-profile projects, enhancing interdepartmental communication and project execution.
• Recognized for streamlining workflows through innovative management techniques, contributing to improved communication and project success.