Caitlin Linton

* **** ******* ****, ***. ***, South Burlington, VT 05403

Email: adt3g2@r.postjobfree.com

Cell Phone: 802-***-****

Career Objective: My current call center team will be decommissioned sometime mid-January due to a lack of funding. I am looking for full-time work in a dynamic team setting. I would like to continue to develop my current customer service and clerical skills.

Experience:

June 2022 - Current

Call Center Associate - Main Call Center, Vermont Department of Health via DatamanUSA, LLC.

Answer incoming calls for the Vermont Department of Health using advanced knowledge of the VT State Health Department's ongoing COVID-19 response or route incoming calls to the appropriate department or entity if it is not COVID-related or requires more specialized attention. Handle sensitive and confidential situations while adhering to HIPAA law. Use Microsoft computer systems and MS Applications (such as Teams, Power Point, Word, Excel, and Outlook) and look up information from a variety of online sources. Use advanced customer service and problem-solving skills. Use excellent verbal skills, particularly empathetic listening and problem-solving. Use excellent written and verbal communication skills. Handle crisis situations and difficult inquirers with poise and respect for the inquirer's perspective. Work accurately under pressure. Demonstrate a high level of attention to detail and accuracy. Accurately and intuitively assess an inquirer’s needs and situation. Actively problem-solve with an inquirer and provide correct up-to-date information. Handle sensitive and confidential situations with attention paid closely to HIPAA law. Work with multicultural/ethnic inquirers, older adults, people with disabilities, sexual minorities, and other populations.

July 2020 - June 2022

Call Center Manager, COVID-19 Response, Vermont Department of Health via DatamanUSA, LLC.

Co-manage the Vermont Department of Health COVID Vaccination and Testing call center while demonstrating advanced knowledge of the Vermont Department of Health COVID-19 response. Use Salesforce Lightening to schedule and reschedule appointments for COVID testing and vaccinations as well as to create and maintain reports pertaining to COVID vaccine and testing event attendance and locations. Provide constructive feedback and COVID-related call guidance to a call team of 25 to 30 call center representatives. Fully orient and on-board new staff in an efficient and effective manner. Work with co-managers to maintain a heathy learning environment for existing and new call center representatives. Provide daily and weekly call volume and quality reports to the team director. Work with the team director to determine staffing needs and to provide updates on individual staff members. Take incoming calls on an as-needed basis to support the call staff during periods of high call volume. Generate COVID-19 PCR test result PDF's and COVID-19 test result letters on an as-needed basis. Use Microsoft computer systems and MS Applications (such as Teams, Power Point, Word, Excel, and Outlook) and look up information from a variety of online sources. Use advanced customer service and problem-solving skills. Use excellent verbal skills, particularly empathetic listening and problem-solving. Use excellent written and verbal communication skills. Handle crisis situations and difficult inquirers with poise and respect for the inquirer's perspective. Work accurately under pressure. Demonstrate a high level of attention to detail and accuracy. Accurately and intuitively assess an inquirer’s needs and situation. Actively problem-solve with an inquirer and provide correct up-to-date information. Work with multicultural/ethnic inquirers, older adults, people with disabilities, sexual minorities, and other populations.

April 2018 – June 2020

Lead Cashier, Vermont Discount Store, Williston, VT

Greet incoming customers and help anyone who has questions. Operate an older point-of-sale machine using a numerical keypad and pre-programmed action keys. Manually key-in prices on the POS system accurately and quickly. Inform customers of various promotional sales info and product locations within the store. Assist customers with product returns and gift card purchases. Help the store manager to rearrange product placement periodically. Re-stock products as needed and create space for new products. Maintain a safe and clean workspace. Perform store opening and closing procedures. Be polite and patient regardless of circumstance. Provide backup for other teams within the store as needed.

Education:

January 2003 - Ongoing

Degree TBD, Community College of Vermont

I am a long-term learner in pursuit of an associate degree. I am taking only a couple of courses at a time while juggling work and single-mom-life.

September 1997 - June 2001

High School, Mount Mansfield Union High School

Upon graduation, my GPA was 3.0. I earned excellent scores in the Biological Science and English Literature departments. I participated in several programs in the performing arts department. I was a member of the Women’s Madrigals singing group, and I had roles in several school-run musical productions.

Skills:

●Knowledge of commonly used office machines.

●Knowledge of Microsoft Office applications.

●Excellent written and interpersonal communication skills.

●Proper phone etiquette.

●Excellent customer service skills.

●Attention to detail with a high level of accuracy.

●Typing Speed: 40 wpm.

●Punctuality.

●Active listening.

●Intuitive problem solving.

●Compassion and empathy.

●Openness to multiple perspectives.

Activities and Interests:

Before the onset of the COVID-19 Pandemic, I volunteered my time weekly at Feeding Chittenden. I enjoy being outside and getting exercise at the gym on a regular basis. While we do spend lots of time in the home together, I like to take my young son visiting with friends and family on days our schedule allows. I have an interest in connecting with people and understanding their perspectives.