Caitlin Fearns: Client Success Associate -Hybrid Remote

* Document customer correspondence in CRM to track requests, problems, and solutions. * Uphold quality control policies and procedures to increase customer satisfaction. * Resolve customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks. * Document and track all Leave of Absences, FMLA, STD, and Maternity leave as well as PTO. * Reorganize and revise standard operating procedures to streamline processes and improve communication and collaboration.

Dick's Sporting Goods * Interviewed, hired, and coordinated training of new team members. * Assisted in escalated customer problems via phone, email, and live chat. * Conducted regular call monitoring to ensure a superior client experience. * Coached, motivated & counseled staff on performance including administrating disciplinary action when necessary. * Executed and developed methods to obtain post-production product feedback from customers. * Communicated performance expectations and monitored performance plans.

* Answered inbound calls and emails to facilitate customer service. * Processed orders for testing, validated information in the Laboratory Management System * Communicated test results to nurses and doctors. * Participated in project meetings and helped create new processes and procedures. * Managed database of patient information and frequently used computerized systems to track details.