Hi, I’m
Caiti Gearsbeck
CX Leader, ERG Leadership
Plattsburgh,NY
Summary
Experienced customer experience leader skilled in management, training, process optimization, and fostering inclusive team cultures. Demonstrated success in designing impactful knowledge programs, implementing operational innovations, and driving creative initiatives. Notable accomplishments include developing standardized departmental training resources and overseeing Neurodiversity ERG initiatives. Strong passion for DEI, mental health advocacy, and elevating the customer experience.
Overview
15
years of professional experience
5
years of post-secondary education
Work History
SeatGeek
Enterprise Fan Support Shift Lead
05.2024 - Current
Job overview
- Lead the Enterprise Fan Support team in handling escalations and coached agents through challenging questions,
- Developed and maintained reference material to facilitate team self-solving and alignment.
- Co-lead the Enterprise Fan Support Knowledge Team Project.
- Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.
SeatGeek
Neurodiversity ERG Lead
05.2024 - Current
Job overview
- Managed quarterly budgets, onboarded Officers, and delegated project tasks to run the ERG efficiently.
- Collaborated with other ERGs and the Director of DEI to facilitate events and create resources.
- Designed logos, procured 'swag', and partnered with the People Team on wellness initiatives.
SeatGeek
Event Expert
08.2021 - 05.2024
Job overview
- Provide specialized support for SeatGeek customers through email, chat, and SeatGeek Enterprise customer phone support
- Work daily with tools like Talkdesk, Zendesk, Guru, Slack, Google business tools, + Jira
- Provide project support for teams such as content management, Knowledge, Hoopla, reputation and retention + more
- Collaborate across departments to triage issues internally
HealthPartners
Careline Assistant
09.2018 - 07.2021
Job overview
- Answer and direct patient calls using multi-line phone system
- Create new patient charts
- Use effective communication, interpersonal skills and empathy while working with patients to solve complex issues
- Act as the first point of contact for workers compensation intake
- Assist with facilitating calls to on-call providers
- Assist callers using Epic Systems and route telephone encounters to the appropriate pools
- Document and organize medical information in a timely manner, under pressure with multiple interruptions
Clifton-Fine Central School
Substitute Teacher K-12
01.2018 - 06.2018
Job overview
- Completed documentation of attendance, grades, and other required details
- Implemented prepared lesson plans in established classrooms
- Maintained a safe and orderly classroom
Calypso's Cove Family Fun Center
Assistant Manager
06.2010 - 09.2015
Job overview
- Responsible for daily scheduling, supervision and training of team members
- Immediately addressed problems with customers to promote quick and successful resolution
- Facilitated daily opening and closing duties of the business
- Managed daily operations of rides, arcade games, food service and ticket sales
Education
SUNY Plattsburgh
from Psychology, Music Minor
05.2014 - 05.2017
Nazareth College of Rochester
from Music Therapy, Psychology
09.2010 - 05.2012
Skills
- Delegation
- Coaching and mentoring
- Leadership
- Creative problem-solving
- Team supervision
- Conflict resolution
- Effective communication
- Strategy
Timeline
Enterprise Fan Support Shift Lead
SeatGeek
05.2024 - Current
Neurodiversity ERG Lead
SeatGeek
05.2024 - Current
Event Expert
SeatGeek
08.2021 - 05.2024
Careline Assistant
HealthPartners
09.2018 - 07.2021
Substitute Teacher K-12
Clifton-Fine Central School
01.2018 - 06.2018
SUNY Plattsburgh
from Psychology, Music Minor
05.2014 - 05.2017
Nazareth College of Rochester
from Music Therapy, Psychology
09.2010 - 05.2012
Assistant Manager
Calypso's Cove Family Fun Center
06.2010 - 09.2015
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