Caitlyn Bowers
Fayetteville,TN
Summary
Detail-oriented and customer-focused professional with experience in customer service, claims support, back-office processing, and data entry in remote environments. Skilled in handling escalated customer issues, reviewing loan forgiveness applications, processing borrower documentation, and maintaining accurate records across multiple systems. Strong ability to multitask, communicate professionally, and work efficiently in fast-paced environments while maintaining high levels of accuracy and customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Representative/Claims Processor
Automated collections system inc
Goodlettsville, Tennessee
07.2023 - 03.2026
- Processed Public Service Loan Forgiveness applications and verified borrower eligibility requirements with accuracy and confidentiality.
- Reviewed borrower accounts and documentation to determine loan status and next-step requirements.
- Managed back-office email communications regarding defaulted student loans, wage garnishment prevention, and loan rehabilitation options.
- Maintained detailed and accurate case records using Salesforce-like systems and internal databases.
- Assisted customers via phone during high-volume periods while maintaining professionalism and strong problem-solving skills.
- Resolved escalated customer concerns efficiently while ensuring positive customer experiences.
- Worked within compliance guidelines and company procedures when handling sensitive financial information.
- Utilized Microsoft Teams, Salesforce, NICE Engage, Cisco Jabber, Amazon Connect, SKPI scheduling systems, and Direct Management Systems.
Personal Shopper
Kroger
Goodlettsville, AL
09.2022 - 06.2023
- Kroger – Huntsville, AL
- September 2022 – June 2023
- * Managed online grocery orders and ensured timely and accurate fulfillment.
- * Provided excellent customer service by communicating substitutions and resolving customer concerns professionally.
- * Maintained organized records of orders and inventory updates.
- * Collaborated with store teams to improve workflow efficiency and order accuracy.
Education
GED
Lebanon, TNSkills
Customer Service & Client Support
Claims & Application Processing
Data Entry & Documentation
Back Office Operations
Loan Forgiveness Processing
Email & Case Management
Escalation Resolution
Microsoft Teams
Salesforce & Direct Management Systems
NICE Engage
Cisco Jabber
Amazon Connect
Multi-line Phone Systems
Time Management & Multitasking
* Quality Assurance
* Recordkeeping & Compliance
* Problem Solving
* Remote Work Experience
References
References available upon request.
Timeline
Customer Service Representative/Claims Processor
Automated collections system inc
07.2023 - 03.2026
Personal Shopper
Kroger
09.2022 - 06.2023
GED