Caitlyn Friend
Bedford,TX
Summary
Adaptable and detail-oriented professional with a background in quality assurance, customer service, leadership, and administrative support. Skilled in communication, training, problem-solving, and process improvement. Experienced in fast-paced environments with a strong ability to learn quickly and manage multiple priorities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Assurance Lead
Trinity Broadcasting Network
04.2022 - Current
- - Test functionality and compatibility of new programs and updates.
- - Streamlined testing process to improve productivity and reduce error rates.
- - Utilized critical thinking to troubleshoot software and improve QA efficiency.
- - Managed day-to-day QA operations in a fast-paced team environment.
Donor Service Representative
Trinity Broadcasting Network
12.2021 - 04.2022
- - Handled customer support via online chat, delivering high-quality service in real time.
- - Resolved donor concerns promptly, maintaining satisfaction and trust.
- - Assisted multiple departments and optimized partner engagement processes.
E-Commerce Assistant
Trinity Broadcasting Network
02.2021 - 04.2022
- - Supported online operations including product promotion and live chat assistance.
- - Provided real-time product education and help resources to customers.
- - Worked to continuously improve online service experience.
Shift Leader
Trinity Broadcasting Network
03.2019 - 12.2021
- - Trained and supervised a team of 10 employees, improving team performance and accountability.
- - Managed crisis situations and escalated sensitive calls to appropriate channels.
- - Created shift reports, tracked goals, and delegated daily tasks.
Private Nanny
Self-employed
01.2017 - 03.2019
- - Provided consistent care for children including travel and emergency preparedness.
- - Maintained open communication with parents and supported daily schedules.
- - Built long-term relationships with families through trust and reliability.
Education
Bachelor of Science - Interdisciplinary Studies
Grand Canyon University
Phoenix, AZ06.2023
B.A. - Biblical Counseling
Christ For The Nations
Dallas, TX06.2019
Skills
- - Microsoft SharePoint, Microsoft Excel (Advanced Formulas & Functions)
- - Customer Support (Phone, Chat, Email)
- - Team Leadership & Training (Team of 10)
- - Verbal and Written Communication
- - Database Management and Documentation
- - Critical Thinking and Problem-Solving
- - Adaptability, Dependability, Self-Motivation
Certification
- Microsoft Excel - Advanced Formulas & Functions (Microsoft)
- OSHA 10 - In Progress
- TWIC - In Progress
Timeline
Quality Assurance Lead
Trinity Broadcasting Network
04.2022 - Current
Donor Service Representative
Trinity Broadcasting Network
12.2021 - 04.2022
E-Commerce Assistant
Trinity Broadcasting Network
02.2021 - 04.2022
Shift Leader
Trinity Broadcasting Network
03.2019 - 12.2021
Private Nanny
Self-employed
01.2017 - 03.2019
Bachelor of Science - Interdisciplinary Studies
Grand Canyon University
B.A. - Biblical Counseling
Christ For The Nations
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