Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Caitlyn Grenfeld

Albany,NY

Summary

Customer service professional with over 10 years of experience in personnel management and process optimization. Expertise in designing and implementing training programs that boost employee skills and productivity. Proven track record of efficient task completion and creating optimal learning environments. Strong communication, leadership, and organizational skills drive effective team collaboration and program success.

Overview

10
10
years of professional experience

Work History

Training Administrator 2

Maximus
02.2022 - Current
  • Create training folders for new classes through SharePoint.
  • Prepared presentations, handouts and other materials used in trainings.
  • Assist trainers with live training requests, classroom reports, and the folders.
  • Interact with senior trainers and managers when needing assistance with information regarding classes.
  • Utilize Smartsheets for day-to-day updates and information.
  • Work in Absorb and Corning Stone Admin to create sessions, enroll users, and Instructor-Led Classes/Instructor-Led Trainings.
  • Assist with the department site to create pages and websites within SharePoint, make updates, and post news when applicable.
  • Manage multiple inboxes in Outlook for trainers and systems that are used in training.
  • Implemented strategies to ensure that personnel have access to necessary resources.
  • Provided administrative support for instructor led classroom instruction sessions.
  • Acted as an advocate for personal and professional development opportunities within the company.
  • Maintained up-to-date records of all completed trainings and certifications.
  • Served as a point of contact between organization's departments and external vendors.
  • Utilized learning management systems (LMS) to administer online training and track employee progress.
  • Developed metrics and reporting systems to measure training impact on employee performance.

Account Review Team Leader

Maximus
04.2020 - 02.2022
  • Assisted agents in Microsoft Teams with content questions
  • Lead team meetings with common trends and ways to assist with those trends
  • Developed strategies for problem solving and conflict resolution among team members.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Conducted regular performance reviews to assess individual team member progress.
  • Assist in the Quality Performance Program with individual agents
  • I worked in study groups regarding document updates.
  • Assisted one-on-one with agents who needed more assistance outside of the Quality Performance Program.
  • Help agents have a better understanding of the approved content to assist in their day to day
  • Delivered on timely projects to promote productivity
  • Helped motivate team members by communicating team goals and areas for new training and skill checks along side direct supervisor

Task Administrator

Maximus
11.2016 - 04.2020
  • Review tasks to ensure quality standards are met
  • Work closely with Department of Health to resolve and escalate consumer issues
  • Provide coaching to ensure policies and procedures are followed
  • Identify and report trending issues to Management- Responsible for sending weekly trending issues for review by Senior Leadership
  • Subject Matter Expert for Good Cause Processing – Submit a daily spreadsheet to ensure task timeliness and confidentiality of requested recipients.
  • Process additional tasks as assigned by Management
  • Assisted in the development of new administrative systems, procedures and policies.
  • Created presentations with Microsoft PowerPoint for management team members.

Account Review Administrator

Maximus
01.2016 - 11.2016
  • Provided excellent customer service for escalated calls
  • Reviewed and verified requests for new enrollment start dates
  • Submitted appeals for review of formal dispute issues
  • Researched incidents to uphold policies and procedures set by client
  • Accurately assisted consumers in a high volume call center

Customer Service Specialist III

Maximus
04.2015 - 01.2016
  • Consistently exceeded individual performance metrics
  • Obtained knowledge of policies and procedures
  • Assisted consumer's with enrollment and eligibility
  • Developed strong understanding of healthcare and application processing systems

Education

Schenectady County Community College

Skills

  • Learning management systems
  • Training administration
  • Performance metrics
  • SharePoint development
  • Administrative support
  • Team collaboration

Accomplishments

  • Quarterly Excellence Award Recipient, Recognized for consistently high performance results received in Quarter 1-4 of 2019

References

References available upon request.

Timeline

Training Administrator 2

Maximus
02.2022 - Current

Account Review Team Leader

Maximus
04.2020 - 02.2022

Task Administrator

Maximus
11.2016 - 04.2020

Account Review Administrator

Maximus
01.2016 - 11.2016

Customer Service Specialist III

Maximus
04.2015 - 01.2016

Schenectady County Community College

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