Caitlyn Bowman
Beech Grove,IN
Summary
Detail-oriented customer service professional with 11 years of experience in the hospitality and healthcare industries. Proven track record in managing teams of over 20 employees, enhancing customer satisfaction, and resolving complex inquiries. Skilled in virtual client meetings, CRM software, and claims processing, with a strong focus on achieving KPIs and maintaining HIPPA compliance. Committed to delivering exceptional service and fostering positive client relationships in remote settings.
Experienced with relationship-building and driving sales growth through effective communication. Utilizes persuasive techniques to foster client trust and close deals. Track record of exceeding sales targets and contributing to team objectives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care and Sales Representative
Cable One
08.2025 - 05.2026
- Developed and maintained strong client relationships, resulting in increased customer loyalty and retention.
- Utilized CRM software to track sales activities, manage leads, and optimize follow-up processes.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Informed customers of promotions to increase sales productivity and volume.
- Managed approximately 120 incoming calls per day from customers.
Customer Service Representative
Accredo Health Group / Express Scripts / Cigna
04.2023 - 07.2025
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
- Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
Assistant General Manager (AGM)
Residence Inn by Marriott
01.2021 - 02.2023
- Assisted in overseeing daily operations of the company, including managing staff, coordinating schedules, and ensuring efficient workflow
- Collaborated with the general manager to develop and implement strategic plans to improve business performance and achieve organizational goals
- Played a key role in recruiting, training, and mentoring new employees to ensure a high-performing team
- Implemented cost-saving measures that resulted in a XX% reduction in operational expenses
- Developed and maintained strong relationships with vendors and suppliers to negotiate favorable contracts and pricing terms
- Analyzed financial data and prepared reports for senior management on budgeting, forecasting, sales trends, and profitability
- Managed inventory levels to optimize stock availability while minimizing excess inventory costs
- Ensured compliance with company policies, procedures, and regulatory requirements across all departments
- Monitored customer feedback through surveys or other channels to identify areas for improvement and implemented appropriate action plans
- Conducted regular performance evaluations of staff members to provide constructive feedback for professional development purposes
- Resolved escalated customer complaints promptly by addressing concerns professionally and finding suitable solutions
- Streamlined communication channels between different departments resulting in improved collaboration among teams
Assistant General Manager
Extended Stay America
10.2018 - 01.2021
- Assisted in overseeing daily operations of the company, including managing staff, coordinating schedules, and ensuring efficient workflow
- Collaborated with the general manager to develop and implement strategic plans to improve business performance and achieve organizational goals
- Played a key role in recruiting, training, and mentoring new employees to ensure a high-performing team
- Developed and maintained strong relationships with vendors and suppliers to negotiate favorable contracts and pricing terms
- Analyzed financial data and prepared reports for senior management on budgeting, forecasting, sales trends, and profitability
- Managed inventory levels to optimize stock availability while minimizing excess inventory costs
- Monitored customer feedback through surveys or other channels to identify areas for improvement and implemented appropriate action plans
- Ensured compliance with company policies, procedures, and regulatory requirements across all departments
- Conducted regular performance evaluations of staff members to provide constructive feedback for professional development purposes
- Resolved escalated customer complaints promptly by addressing concerns professionally and finding suitable solutions
- Streamlined communication channels between different departments resulting in improved collaboration among teams
Team Lead
Speedway LLC
03.2014 - 09.2018
- Assisted store manager in overseeing daily operations, including inventory management, staff scheduling, and customer service
- Managed customer complaints and resolved issues promptly, maintaining a high level of customer satisfaction
- Conducted regular inventory audits to identify discrepancies and implement corrective measures, reducing shrinkage by XX%
- Assumed responsibility for opening or closing the store as needed, ensuring proper cash handling procedures were followed
- Developed strong product knowledge across multiple departments to assist customers with inquiries and provide personalized recommendations
- Contributed to the recruitment process by screening resumes, conducting interviews, and making hiring recommendations based on candidate qualifications
- Monitored key performance indicators (KPIs) such as sales targets, conversion rates, and average transaction value to identify areas for improvement
- Created employee schedules that balanced workload requirements with staff availability while minimizing overtime costs
- Analyzed market trends through competitor research to make informed decisions regarding pricing adjustments or product assortment changes
- Maintained accurate records of all financial transactions including cash handling procedures
- Conducted regular staff meetings to communicate updates, provide feedback, and address any concerns or questions from team members
- Managed inventory levels by monitoring stock levels, conducting regular audits, and placing orders as needed to meet customer demand
- Developed strong relationships with key customers through personalized interactions and exceptional service delivery
- Investigated and resolved any operational issues or discrepancies related to cash handling or inventory management
Education
High school diploma or GED -
Perry Meridian High School
Indianapolis, IN05.2014
Skills
- Interpersonal communication skills
- Inbound customer service
- Complaint handling
- First call resolution
- Documentation and reporting
- Time management
- Active listening
- Empathy and patience
- Phone etiquette
- Quality assurance
- Call handling
- Computer skills
- Calm and professional under pressure
- Call center operations
Certification
Driver's License
Timeline
Customer Care and Sales Representative
Cable One
08.2025 - 05.2026
Customer Service Representative
Accredo Health Group / Express Scripts / Cigna
04.2023 - 07.2025
Assistant General Manager (AGM)
Residence Inn by Marriott
01.2021 - 02.2023
Assistant General Manager
Extended Stay America
10.2018 - 01.2021
Team Lead
Speedway LLC
03.2014 - 09.2018
High school diploma or GED -
Perry Meridian High School