Summary
Overview
Work History
Education
Skills
Timeline
LINKS
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DANIELLE CAUFIELD

SANDY CREEK,US

Summary

Dedicated customer operations specialist with over 10 years of experience in call center, health care, and financial services sectors. Proven expertise in managing escalations, enforcing compliance, and supervising staff in high-volume environments. Highly skilled in fostering stakeholder relationships and leading teams to deliver empathetic, policy-compliant service that enhances customer satisfaction and operational efficiency. Committed to driving continuous improvement and delivering exceptional results in dynamic settings.

Overview

10
10
years of professional experience

Work History

Medicaid Transport Advocate

Medical Answering Services
07.2022 - Current
  • Coordinate Medicaid transport, ensuring timely access and compliance with regulations.
  • Resolve urgent issues, enhancing client satisfaction and reducing delays.
  • Enhance service delivery by adhering to NYSDOH mandates and guidelines.
  • Provide empathetic support, improving client experience and fostering trust.
  • Resolve urgent client issues, achieving noticeable gains in satisfaction and reducing delays.
  • Managed scheduling and dispatching of medical transport to ensure timely patient access to care.

Fraud Associate

M&T Bank
07.2022 - 08.2023
  • Investigated fraud cases, adjusted credentials, reissued cards, cut fraud impact by 30%
  • Monitored digital/card access, ensured transaction accuracy, boosted security protocols
  • Resolved online banking issues, met resolution targets, strengthened customer trust
  • Executed thorough investigations into fraud cases, significantly mitigating losses and reinforcing client confidence in banking services.
  • Analyzed transactional data to identify patterns indicative of fraudulent activity.
  • Developed and implemented fraud detection strategies to mitigate risk exposure.

Call Center Customer Representative

Charter Communications Inc.
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.
  • Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
  • Facilitated communication between customers and technical teams to ensure timely problem resolution.

Shift Manager

Dunkin Donuts
10.2015 - 01.2021
  • Supervised staff, adjusting schedules and made staffing corrections to maintain operational coverage during peak hours.
  • boosted customer satisfaction through coaching, team leadership, and effective problem resolution.
  • Trained and mentored team members to enhance performance and customer satisfaction.
  • Addressed customer inquiries and complaints, fostering positive relationships and loyalty.

Education

GED -

Citi Boces
Mexico, NY
01.2022

Skills

  • Office Suite
  • Data entry
  • Organizational skills
  • Time management
  • Communication
  • Relationship building
  • Problem solving
  • Customer service
  • Attention to detail
  • Technical support
  • CRM
  • Sales
  • Upselling
  • Document filing
  • Document review
  • Analytical reasoning
  • Active listening
  • Conflict resolution
  • Complaint resolution
  • Team development

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

LINKS

LinkedIn: linkedin.com

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DANIELLE CAUFIELD