Caitlin King
Rochester,NH
Summary
Client service professional with proven track record in enhancing client satisfaction and fostering strong relationships. Skilled in resolving issues, managing multiple priorities, and adapting to changing requirements. Known for collaborative teamwork, effective communication, and delivering impactful results. Reliable and adaptable with talent for understanding client needs and delivering exceptional service.
Overview
17
17
years of professional experience
Work History
Client Services Specialist III
Madison Resources
Portsmouth, NH
01.2019 - 12.2025
- Managed a portfolio of 75+ clients as the primary contact for service, conflict resolution, and client satisfaction.
- Coordinated client onboarding by collaborating with cross-functional teams and client to ensure all contracts and required documentation were completed, leading onboarding calls and delivering client training.
- Oversaw client offboarding, acting as the primary point of contact, confirming offboarding requirements were met, and partnering with internal teams to address financial or contractual items impacting account closure.
- Delivered virtual client training sessions on timesheet/paysub and reporting systems, teaching clients how to set up users and employees, submit payroll for processing, and generate both standard and custom reports based on business needs.
- Created comprehensive training videos and user documentation to educate clients on software functionality and best practices.
- Maintained and updated company-wide Smartsheet containing vital client data (contracts, renewals, reporting agreements, insurance documents).
- Coordinated client-facing communications via Constant Contact, including newsletters, system updates, and special announcements.
- Oversaw invoicing ability, determining billable inactive accounts, issuing invoices, and conducting client follow-ups on outstanding balances.
- Planned and lead client visits, including meeting coordination, hospitality, and interdepartmental scheduling.
Tier 1 Helpdesk Support
Madison Resources
Portsmouth, NH
01.2019 - 12.2025
- Provided Tier 1 helpdesk support for internal CRM, reporting, and timekeeping systems.
- Monitored help desk ticket queue and provided timely Tier 1 support to clients, ensuring prompt resolution and high customer satisfaction.
- Assisted users with Tier 1 user interface issues across the company CRM, paysub/timesheet platform, and reporting software. Maintaining consistent communication with clients, explaining solutions in clear, non-technical terms.
- Created and configured new user accounts, ensuring proper access within the CRM, paysub/timesheet site, and reporting tools.
- Performed password resets and account unlocks, following security and access control procedures.
- Documented issues and resolutions accurately within the ticketing system and escalated complex issues to Tier 2 support when needed.
- Maintained company FAQ site by publishing new content and scrubbing outdated articles.
Cash Application / Accounts Receivable
Madison Resources
Portsmouth, NH
07.2018 - 01.2019
- Applied and reconciled daily payments across multiple client portfolios.
- Collaborated with collections team to resolve remittance discrepancies and streamline cash flow processes.
Promotional Coordinator
Associated Buyers, Inc.
Barrington, NH
01.2013 - 01.2018
- Executed strategic promotional initiatives across vendor and key account partnerships to elevate display visibility and stimulate monthly sales growth.
- Developed and delivered category review presentations focused on enhancing vendor visibility in the market.
- Managed holiday program for key account, ensuring effective organization of discount allocations and efficient inventory management.
Account Manager Assistant
Associated Buyers, Inc.
Barrington, NH
01.2010 - 01.2013
- Facilitated key account manager's meeting preparations through comprehensive pricing analysis and marketing content development.
- Compiled and analyzed reports on sales and inventory data to enhance strategic business decisions.
- Engaged with industry stakeholders at trade shows to strengthen vendor partnerships and identify innovative products.
Customer Service Representative
Associated Buyers, Inc.
Barrington, NH
01.2009 - 01.2010
- Managed inside sales and support operations for over 200 accounts.
- Processed returns, ensured client satisfaction, and maintained product knowledge.
Education
B.S. - Marketing
Southern New Hampshire University
01.2014
Skills
- Client relations management
- Promotional campaign management
- Smartsheet expertise
- Conflict Resolution & Communication
- Helpdesk & Software Support (Tier 1)
- Process Improvement & Reporting
- Event & Meeting Coordination
- Proficient in Constant Contact
- Exceptional communication
- CRM software expertise
Timeline
Client Services Specialist III
Madison Resources
01.2019 - 12.2025
Tier 1 Helpdesk Support
Madison Resources
01.2019 - 12.2025
Cash Application / Accounts Receivable
Madison Resources
07.2018 - 01.2019
Promotional Coordinator
Associated Buyers, Inc.
01.2013 - 01.2018
Account Manager Assistant
Associated Buyers, Inc.
01.2010 - 01.2013
Customer Service Representative
Associated Buyers, Inc.
01.2009 - 01.2010
B.S. - Marketing
Southern New Hampshire University