DANIELLE CAUFIELD
SANDY CREEK,US
Summary
Resourceful customer service specialist with 10+ years of experience in high call volume customer service, call center operations, healthcare support, and skilled in rapid problem solving to maintain service level agreements. Recognized for strong communication, multitasking, and crisis management, ensuring clients receive timely, compliant, and empathetic support.
Overview
10
10
years of professional experience
Work History
Medicaid Transport Advocate
Medical Answering Services
Syracuse, US
07.2022 - Current
- Coordinate Medicaid transport, ensuring timely access, and compliance with regulations.
- Resolve urgent issues, enhancing client satisfaction by 20%, and reducing delays.
- Enhance service delivery by adhering to NYSDOH mandates and corporate guidelines.
- Provide empathetic support, improve client experience, and foster trust.
Fraud Associate
M&T Bank
Amherst, US
07.2022 - 08.2023
- Conducted real-time monitoring of transactions, detecting and mitigating fraudulent activity to reduce financial impact by 30%
- Monitored digital and card access, ensured transaction accuracy, and boosted security protocols.
- Resolved online banking issues, met resolution targets, and strengthened customer trust.
- Enforced security and compliance protocols by analyzing activity, and escalating issues for immediate correction.
Call Center Customer Representative
Charter Communications Inc.
Syracuse, US
01.2021 - 07.2022
- Handled 150 daily calls, achieving 90% first-call resolution, enhancing customer satisfaction.
- Identified upsell opportunities, boosting revenue and fostering customer loyalty.
- Surpassed sales targets, driving growth in data, mobile, and video services.
- Enhanced customer support processes, leading to a notable reduction in call handling time and improved service delivery.
Shift Manager
Dunkin Donuts
Pulaski, US
10.2015 - 01.2021
- Supervised staff, adjusted schedules, and made real-time staffing corrections to maintain operational coverage during peak hours.
- Streamlined inventory management processes, reducing stock discrepancies, and enhancing product availability for customers.
- Fostered a positive team environment through regular feedback sessions, boosting employee morale, and retention rates.
Education
GED -
Citi Boces
Mexico, NY01.2022
Skills
- Office Suite
- Data entry
- Organizational skills
- Time management
- Communication
- Relationship building
- Problem solving
- Customer service
- Attention to detail
- Technical support
- CRM
- Sales
- Upselling
- Conflict resolution
- Fraud detection
- Team building
- Active listening
- Effective communication
- Empathetic support
- Call resolution
Websites
References
References available upon request.
Timeline
Medicaid Transport Advocate
Medical Answering Services
07.2022 - Current
Fraud Associate
M&T Bank
07.2022 - 08.2023
Call Center Customer Representative
Charter Communications Inc.
01.2021 - 07.2022
Shift Manager
Dunkin Donuts
10.2015 - 01.2021
GED -
Citi Boces
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