Caitlyn Bonesteel
Fort Myers,FL
Summary
Motivated and results-oriented Team Lead with experience in customer service operations, team leadership, and process support. Skilled in managing escalations, improving customer satisfaction, and supporting team performance in fast-paced environments. Experienced in running, tracking, and reporting analytics to identify trends, support decision-making, and drive process improvements.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Executive Customer Care, Lead
Hertz
Estero, FL
11.2025 - Current
- Oversee assignment and prioritization of executive escalations across multiple intake channels, ensuring timely resolution of high-impact customer issues
- Assign and manage executive escalation cases across multiple queues
- Reassign and balance case workload using internal reporting
- Monitor open cases and aging reports to ensure timely resolution across assigned agents
- Review and manage BBB cases and external complaint channels
- Conduct quality audits and provide feedback to improve performance
- Develop monthly agent development plans and conduct follow-up sessions
- Support agents with case handling, escalations, and day-to-day questions
- Assist in maintaining backlog visibility and overall case flow within Executive Customer Care
Social Media Specialist, Lead
Hertz
Estero, FL
03.2022 - 11.2025
- Managed day-to-day operations of customer care team, including task delegation and performance oversight
- Led weekly team huddles to communicate updates, expectations, and process changes
- Conducted quality audits and provided coaching to improve team performance
- Assisted with escalations and ensured timely resolution of customer issues
- Monitored team productivity and adherence to service standards
Social Media Specialist
Hertz
Estero, FL
04.2021 - 03.2022
- Handled customer inquiries across digital platforms, ensuring timely and accurate responses
- Resolved escalated customer concerns with a focus on customer satisfaction
- Documented interactions and case details in Salesforce CRM
- Collaborated with internal teams to resolve customer issues
Skills
- Salesforce CRM
- Microsoft Project, Word, Powerpoint, and Excel
- Executive support
- Case management Experience
- Schedule Management
- Productivity Improvement
- Team motivation and positive leadership
Accomplishments
"Go Getter" Award, Laura Smith, 2023, Awarded for outstanding performance and exceptional work ethic.
Certification
- Google Project Management Certificate (Coursera)
- Foundations of Project Management
- Project Initiation: Starting a Successful Project
- Project Planning: Putting It All Together
- Agile Project Management
Awards
Hertz “Go Getter” award, Laura Smith., Recognized for outstanding performance and contribution to customer care operations
Timeline
Executive Customer Care, Lead
Hertz
11.2025 - Current
Social Media Specialist, Lead
Hertz
03.2022 - 11.2025
Social Media Specialist
Hertz
04.2021 - 03.2022