Caitlyn Silsby
Customer service representative
Littleton,CO
Summary
I am a self-motivated individual that always strives to succeed in a stimulating and challenging environment. I capitalize in development in order to make everyone successful in their role. Using excellent soft skills while balancing the business needs help me properly handle and resolve all customer’s needs internally and externally. I strive to be a teamplayer that provides empathy, professionalism and gratitude!
Overview
10
10
years of professional experience
Work History
CSR ll
Anthem Blue Cross & Blue Shield
Denver, CO
02.2019 - 08.2022
- Provides world class customer service to our internal and external customers
- Analyzes problems and provides information & solutions
- Consistently resolves customer issues with empathy and compassion via telephone and written correspondence for insurance benefits, provider contracts, eligibility and claims
- Uses multiple systems daily as well as calls providers to resolve member issues
- Seeks, understands and responds to the needs and expectations of internal and external customers
- Documents information, activities and changes in the company database
- Demonstrates great personal metrics while providing amazing customer service skills
- Helps with building new hires to a successful level to accomplish goals
- Develops and maintains positive customer relations with various functions within the company to ensure requests and questions are handled in a timely manner
- 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.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
class customer service
OJT | DISH
07.2011 - 07.2016
- Provide world, to our internal and external customers
- Develop New hires agents
- Perform hands on practice with new agent on equipment and computer software
- Assists with the knowledge transfer during on the job training process
- Conduct discussions on the new agents call performance and provide constructive feedback
- Provides quality customer and technical service through one call resolution and establishing long term customer relationships
- Accurately responds to questions from new hires and assists customers with product features, installation ,setup, troubleshooting and hardware operations
- Assists with thread support for a large team of new hires
- Taking sup calls from highly escalated customers
- Providing a one call resolution
- Maintaining personal metrics
GUEST SERVICES, FAT CITY
08.2005 - 09.2006
- Booking Birthday parties for internal and external customers in person and on the phone
- Payroll
- Providing a high level of customer service
- Processing payments
- Page 2
Education
Bachelor Of Business Administration - Human Resources Management
Colorado Technical University
Colorado Springs, CO03.2023
Skills
- Deliver a high level of customer service for billing, technical service and medical claims
- Specializes in dealing with highly escalated customers and resolving their concerns in a polite and professional manner
- Provide world class customer service to my internal, external customers and peers
- Ability to multi-task by talking to customers while using a computer
- Experienced in Microsoft products and phone answering systems
- Strong problem solving skills
- Excellent written and oral communication skills
- Able to work under pressure and overcome unexpected obstacles
- LEADERSHIP
- Top performing OJT for the year of 2015
- On board new OJT’s with feedback, development, and guidance
- Point of contact for Transition Pod
- Top performer of the team monthly
Timeline
CSR ll
Anthem Blue Cross & Blue Shield
02.2019 - 08.2022
class customer service
OJT | DISH
07.2011 - 07.2016
GUEST SERVICES, FAT CITY
08.2005 - 09.2006
Bachelor Of Business Administration - Human Resources Management
Colorado Technical University
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