Summary
Overview
Work History
Education
Skills
Timeline
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Caitlin Ashbaugh

Lancaster,OH

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Defense Finance and Accounting Service - Cleveland
01.2023 - Current
  • Responsible for providing exemplary customer service to retired military members and their families regarding their retirement and annuitant accounts, including pay and benefit inquiries
  • Proficient in DFAS Customer Call Center Systems
  • Skillful researcher, masterful problem solver and well adapt to resolving customer’s issues and concerns
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Quickly assessing level of customer’s technical abilities and provide explanations or step by step instructions to best assist in obtaining resolution.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Resource Center Specialist

Fairfield County Juvenile Court
07.2018 - 11.2022
  • Responsible for providing necessary tools of success for juvenile justice involved youth through evidence-based programming and trauma informed care; promoting resiliency; and building positive social relationships
  • Provide evidence-based programming, such as: CBT/ART; Carey Guides, Casey Life Skills; and Motivational Interviewing to add necessary tools of success for juvenile justice involved youth
  • Provide case management to juvenile justice involved youth and families to create a Case Plan of Success to decrease their involvement further in the justice system
  • Utilize problem-solving, judgment, knowledge, and experience to effectively plan, edit, and grow the Resource Center in creative ways
  • Communicate effectively with all Juvenile Court Departments, Community Partners and Families to maintain a high level of care to decrease youths’ further involvement in the justice system
  • Maintain records, referrals, Request to Purchases (RTPs), and virtual programming forms
  • Train new hires and interns in the Resource Center Protocols.
  • Enhanced Resource Center efficiency by streamlining processes and implementing innovative organizational strategies.
  • Supported patrons with research inquiries, providing accurate information and valuable resource recommendations.
  • Developed tailored programming to meet diverse community needs, fostering greater engagement with the Resource Center.
  • Provided expert guidance on resource selection for students working on projects or assignments, enhancing their success in meeting academic goals.

Med Lab Tech- Testing

The Ohio State University Wexner Medical Center
05.2017 - 06.2018
  • Responsible for providing top-notch care to patients and their medical tests, while ensuring all lab specimens are handled properly
  • Provide excellent customer service to Doctors, Medical Staff, and Patients
  • Ensure all lab specimens are labeled and handled properly and efficiently
  • Maintain an organized and clean workspace area
  • Train new hires on all lab protocols and safety policies.
  • Contributed to successful research outcomes through accurate data analysis and interpretation.
  • Enhanced laboratory efficiency by streamlining sample collection and processing procedures.

Statistical Intern

Center for Continuing Medical Education
01.2017 - 05.2017
  • Responsible for the statistical and data entry for medical evaluations and conferences
  • Complete MedNet evaluation data input
  • Spool statistical reports
  • Compile evaluation comment documents and files.

Youth Specialist

DYS - Circleville Juvenile Correctional Facility
06.2016 - 01.2017
  • Responsible for ensuring safety and security of all youth and staff within the facility
  • Maintain Unit Logbook and documentation of activities on and off the unit during shift
  • Continual rapport building that promotes resiliency and thinking for a change while teaching necessary tools of success
  • Provide on the job training to new hires
  • Ensure schedules are adhered to
  • Always keeping count of all youth on a unit during shift.

Lab Assistant

Defiance College Federal Work Study
09.2014 - 05.2016
  • Responsible for the set-up, cleanliness, organization, and clean-up of the chemistry labs
  • Prepare all solutions, standards, unknowns, and set-up for the General Chemistry, Organic Chemistry and Quantitative Labs
  • Assist as an assistant to an adjunct professor
  • Complete all clean-up for all labs
  • Mentor underclassman science majors.

Intern

Fairfield County Municipal Court Probation
06.2014 - 08.2014
  • Responsible for providing necessary tools of success for justice involved individuals through promoting resiliency; and building positive social relationships while holding individuals accountable
  • Provide case management to justice involved individuals and families to create a Plan of Success to decrease their involvement further in the justice system
  • Utilize problem-solving, judgment, knowledge, and experience to effectively plan, edit, and grow the Resource Center in creative ways
  • Maintain record and intake forms of individuals and collect urine drug testing samples and breathalyzer samples when necessary
  • Provide excellent customer service to justice involved individuals and families in-person and over the phone.

Student Worker- Circulation Desk

Pilgrim Library - Defiance College Federal Work Study
09.2012 - 03.2014
  • Responsible for providing excellent customer service and resources to individuals that come into the library
  • Provide excellent customer service and share resources to all individuals
  • Aid in research and location of resources to all individuals
  • Ensure all books, newspapers, CDs/DVDS are shelved correctly and efficiently
  • Prepare calibration standards; quality control solutions; standards; and test solutions/samples
  • Maintain an organized and clean workspace area
  • Train new student workers.

Education

Master's degree - Criminal Justice

University of Cincinnati
Cincinnati, OH
08.2019

Bachelor's degree - Criminal Justice and Forensic Science

Defiance College
Defiance, OH
05.2016

Skills

  • Information Security
  • Account updating
  • Paperwork Processing
  • Call Management
  • Report Generation
  • Data Entry
  • Appointment Scheduling
  • Data Collection
  • Complaint resolution
  • Call center experience
  • Research
  • Escalation management

Timeline

Customer Service Representative

Defense Finance and Accounting Service - Cleveland
01.2023 - Current

Resource Center Specialist

Fairfield County Juvenile Court
07.2018 - 11.2022

Med Lab Tech- Testing

The Ohio State University Wexner Medical Center
05.2017 - 06.2018

Statistical Intern

Center for Continuing Medical Education
01.2017 - 05.2017

Youth Specialist

DYS - Circleville Juvenile Correctional Facility
06.2016 - 01.2017

Lab Assistant

Defiance College Federal Work Study
09.2014 - 05.2016

Intern

Fairfield County Municipal Court Probation
06.2014 - 08.2014

Student Worker- Circulation Desk

Pilgrim Library - Defiance College Federal Work Study
09.2012 - 03.2014

Master's degree - Criminal Justice

University of Cincinnati

Bachelor's degree - Criminal Justice and Forensic Science

Defiance College

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Caitlin Ashbaugh