Caitlyn Felton
Thornton
Summary
Dynamic customer service professional with extensive experience at Lennar Homes, excelling in complaint handling and problem resolution. Proven ability to enhance customer satisfaction through active listening and empathy, while effectively managing dynamic schedules. Skilled in CRM software, consistently delivering tailored solutions and fostering long-term relationships.
Overview
9
9
years of professional experience
Work History
Virtual Customer Care Representative
Lennar Homes
04.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Responded proactively and positively to rapid change.
Customer Care Representative
Lennar Homes
11.2018 - 04.2021
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
New Home Sales Consultant
CalAtlantic Homes
06.2017 - 11.2018
- Worked closely with internal team members such as mortgage officers, title agents, construction project managers for seamless transaction coordination.
- Conducted regular follow-ups with prospective buyers, maintaining interest levels and fostering long-term relationships.
- Managed client expectations throughout the home buying process, ensuring smooth transactions and positive experiences.
- Developed strong relationships with potential buyers through excellent communication and customer service skills.
- Handled objections from potential buyers effectively addressing concerns related to pricing location or design features enhancing chances of a successful sale.
- Increased new home sales by conducting thorough market research and implementing effective sales strategies.
- Created customized marketing materials highlighting unique property features that appealed to target demographics.
- Participated in ongoing professional development opportunities staying current on industry best practices and emerging trends in the new home sales market.
Floor Manager
Spago Restaurant
05.2016 - 05.2017
- Managed store inventory and stock levels to maintain availability of products.
- Managed team of eight to 10 employees to maintain smooth-running operations of restaurant floor.
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
- Developed and implemented floor plans and layouts to maximize customer satisfaction and sales.
- Ensured compliance with safety regulations, maintaining a clean and hazard-free environment for staff and customers.
- Completed efficient daily opening and closing processes to prepare teams and maintain optimal financial controls.
- Developed staff scheduling plans that ensured adequate coverage during peak hours without compromising on service quality.
- Streamlined inventory management with accurate tracking and timely replenishment of stock.
- Managed staff scheduling to cover peak times effectively without overstaffing.
- Enhanced team morale and productivity by implementing flexible scheduling system.
Floor Manager
Trevi Italian Restaurant
05.2016 - 05.2017
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Created an inclusive workplace atmosphere that fostered teamwork among employees of diverse backgrounds.
- Enhanced team performance through regular training, mentoring, and constructive feedback.
- Coordinated with vendors to ensure timely delivery of supplies, maintaining optimal stock levels.
- Led by example, demonstrating strong work ethic and commitment to excellence.
- Ensured customer satisfaction by swiftly resolving complaints and inquiries.
- Streamlined inventory management, reducing waste and improving availability of key products.
- Facilitated team meetings to communicate targets and gather input on operational improvements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Business Administration And Management
University of Colorado At Boulder
Boulder, CO05-2010
Skills
- Customer service
- Complaint handling
- Problem resolution
- Documentation and reporting
- CRM software
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Verbal and written communication
Timeline
Virtual Customer Care Representative
Lennar Homes
04.2021 - Current
Customer Care Representative
Lennar Homes
11.2018 - 04.2021
New Home Sales Consultant
CalAtlantic Homes
06.2017 - 11.2018
Floor Manager
Spago Restaurant
05.2016 - 05.2017
Floor Manager
Trevi Italian Restaurant
05.2016 - 05.2017
Business Administration And Management
University of Colorado At Boulder
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