Caitlyn Silsby
Littleton,CO
Summary
Customer Service Representative with over 17 years of extensive experience in delivering exceptional service, and resolving complex issues. Demonstrates strong leadership and problem-solving skills, effectively mentoring new hires, and maintaining high customer satisfaction. Eager to transition into human resources, leveraging a bachelor's degree to drive organizational success and enhance employee engagement.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Denver Water
Denver, Colorado
01.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Human Resources Intern
Frontier Airlines
Denver, Colorado
09.2023 - 12.2023
- Assisted human resources and recruiting teams by scheduling phone screens and on-site interviews.
- Supported HR team in achieving hiring goals by screening resumes, conducting phone interviews, and tracking candidate progress.
- Posted job openings, screened resumes and scheduled interviews to fill positions with qualified candidates.
- Collaborated closely with HR specialists in crafting targeted job postings that attracted top talent within various fields.
Customer Service Representative II
Anthem Blue Cross Blue Shield
Denver, Colorado
02.2019 - 08.2022
- Resolved customer issues with empathy, enhancing satisfaction and reducing complaint rates.
- Analyzed and addressed complex insurance queries, improving resolution efficiency.
- Documented interactions accurately, ensuring seamless information flow across departments.
- Mentored new hires, fostering skill development and achieving team performance goals.
- Resolved complex insurance inquiries by analyzing issues and delivering tailored solutions, resulting in improved client retention.
Customer Service Representative
Dish Network Corp
Littleton , Colorado
07.2011 - 07.2016
- Provide world class customer service to our internal and external customers
- Develop new hire agents
- Perform hands-on practice with new agents on equipment and computer software
- Conduct discussions with new hire 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 up calls from highly escalated customers
- Provides a one call resolution
- Maintains above goal personal metrics
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Delivered exceptional customer service, achieving high satisfaction ratings and fostering long-term client relationships.
Guest Service Representative
Fat City
Littleton, Colorado
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. Delivered exceptional customer service by addressing inquiries and resolving issues, resulting in strengthened client relationships and increased
Education
Bachelor of Science - Human Resources
Colorado Technical University
Colorado Springs, CO08-2023
Skills
- Customer service expertise
- Analytical problem solving
- Advanced communication skills
- Strategic leadership
- Proficient in Microsoft products
- Skilled at prioritizing tasks simultaneously
- Onboarding and orientation
- Background checks
Timeline
Customer Service Representative
Denver Water
01.2024 - Current
Human Resources Intern
Frontier Airlines
09.2023 - 12.2023
Customer Service Representative II
Anthem Blue Cross Blue Shield
02.2019 - 08.2022
Customer Service Representative
Dish Network Corp
07.2011 - 07.2016
Guest Service Representative
Fat City
08.2005 - 09.2006
Bachelor of Science - Human Resources
Colorado Technical University
Similar Profiles
Sebastian Chaparro-SánchezSebastian Chaparro-Sánchez
Utility Tech at Denver WaterUtility Tech at Denver Water
Chris WhiteChris White
Finance and Accounting Associate at Denver WaterFinance and Accounting Associate at Denver Water
Keegan MayKeegan May
Senior Water Distribution Tech. at Denver WaterSenior Water Distribution Tech. at Denver Water
Vincent RoeVincent Roe
Service Lot Manager at Mercedes-Benz of LittletonService Lot Manager at Mercedes-Benz of Littleton
Jonah CullenJonah Cullen
Late Model Stock Car Driver at Self Employed- JC Racing, LLCLate Model Stock Car Driver at Self Employed- JC Racing, LLC