Summary
Overview
Work History
Education
Skills
Timeline
Generic

Caitlin Mailhot

Plant City

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.

Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.

Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs. Supportive Eligibility Specialist with extensive application engagement and dedicated service skills. Professional with skill to maintain accurate records, schedule appointments and handle various administrative responsibilities.

Overview

9
9
years of professional experience

Work History

Eligibility Specialist/Enrollment Services Specialist

Maximus
02.2023 - 11.2023
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
  • Assessed information gleaned from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
  • Managed processing of financial assistance and food stamp benefits applications.
  • Check various system interfaces and exchanges to verify customer information.
  • Verify data, review case information, and prepare it for case disposition to State Eligibility Consultant.
  • Documented all communication with applicants and inputted information into system.

Customer Service Representative

Maximus Call Center
10.2022 - 01.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Answered average of 100+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided primary customer support to internal and external customers
  • Answered constant flow of customer calls with minimal wait times
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Updated account information to maintain customer records

Server

Outback Steakhouse
04.2022 - 07.2022
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Kept register accurate through correct billing, payment processing and cash management practices.

DMV Processing Center Clerk

Hillsborough County Tax Collector
01.2022 - 02.2022
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Carried out day-to-day duties accurately and efficiently.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Identified issues, analyzed information and provided solutions to problems.
  • Calculated and remitted state sales tax, service and other charges.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Answered calls in regards to helping costumers bring in the right legal documents for their appointments.

Bakery Clerk

Publix
02.2021 - 11.2021
  • Helped customers locate ideal menu items by listening to needs and recommending specific products or services.
  • Greeted customers and helped with product questions, selections, and purchases including in-store and e-service transactions.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Assisted customers by answering questions and fulfilling requests.
  • Provided superior customer service to promote guest satisfaction, brand loyalty and consistent revenue.
  • Offered immediate assistance and menu advice to guests, documented orders and conveyed special requests to baker and assistants.

HOST

Bloomin Brands Bonefish
04.2018 - 01.2021
  • Prepare cash receipts after establishments close, and make bank deposits.
  • Plan parties or other special events and services.
  • Speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation.
  • Answer telephone calls and respond to inquiries or transfer calls.
  • Maintain contact with kitchen staff, management, serving staff, and customers to ensure that dining details are handled properly and customers' concerns are addressed.
  • Take and prepare to-go orders.
  • Operate cash registers to accept payments for food and beverages.
  • Supervise and coordinate activities of dining room staff to ensure that patrons receive prompt and courteous service.
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.

Bakery Clerk

Publix
10.2014 - 07.2018
  • Helped customers locate ideal menu items by listening to needs and recommending specific products or services.
  • Greeted customers and helped with product questions, selections, and purchases including in-store and e-service transactions.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Assisted customers by answering questions and fulfilling requests.
  • Provided superior customer service to promote guest satisfaction, brand loyalty and consistent revenue.
  • Offered immediate assistance and menu advice to guests, documented orders and conveyed special requests to baker and assistants.

Education

No Degree -

HILLSBOROUGH COMMUNITY COLLEGE
Tampa, FL

High School Diploma -

Robinson High School
Tampa, FL
05.2014

Skills

  • POS system experience
  • Organization
  • Microsoft applications proficiency
  • Cool Under Pressure
  • Customer Service and Rapport
  • Team Player
  • Warm and Friendly
  • Telephone Etiquette
  • Consumer Inquiries
  • Natural Leadership
  • Conflict and Complaint Resolution
  • Energetic and Outgoing
  • Adaptable and Flexible
  • Written and Oral Communications
  • Call Controlling
  • Database Maintenance
  • High-Volume Environments
  • Call Center Operations
  • Diagnostic Evaluation
  • Individualized and Group Training
  • Customer Needs Assessment
  • Complaint Resolution
  • Directing Calls
  • Setting Up Files
  • Documenting Calls
  • Database Management
  • Scripted Calls
  • Online Systems
  • Eligibility Requirements
  • Paperwork and Documentation
  • Program Knowledge
  • Confidential Records Management
  • Gathering Referrals
  • Data Entry
  • Effective communication skills
  • Documentation and paperwork
  • Resource information
  • Knowledgeable in Microsoft

Timeline

Eligibility Specialist/Enrollment Services Specialist

Maximus
02.2023 - 11.2023

Customer Service Representative

Maximus Call Center
10.2022 - 01.2023

Server

Outback Steakhouse
04.2022 - 07.2022

DMV Processing Center Clerk

Hillsborough County Tax Collector
01.2022 - 02.2022

Bakery Clerk

Publix
02.2021 - 11.2021

HOST

Bloomin Brands Bonefish
04.2018 - 01.2021

Bakery Clerk

Publix
10.2014 - 07.2018

No Degree -

HILLSBOROUGH COMMUNITY COLLEGE

High School Diploma -

Robinson High School

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Caitlin Mailhot