Customer Service & Operations Manager

CAITLYN BONCZYNSKI

Papillion, Nebraska · 308-***-**** · *************@*******.***

PROFESSIONAL SUMMERY

Customer service and operations professional with experience in retail management, risk review, customer dispute resolution, and team leadership. Proven ability to manage front- end operations, resolve customer concerns, and ensure compliance with company policies. Recognized for strong attention to detail, problem-solving skills, and commitment to delivering exceptional customer experiences.

EXPERIENCE

Service Manager

Hy-Vee, Papillion, NE August 2023 – Present

• Supervise front-end operations, including cashiers, customer service representatives, and carryout staff.

• Ensure efficient transactions and deliver a high standard of customer service.

• Manage cash handling procedures, including safe balancing, drawer reconciliation, and nightly accounting processes.

• Resolve customer concerns and support team members in maintaining a positive shopping experience.

Customer Risk and Resolution Specialist

ATG, Omaha, NE January 2022 – June 2026

• Reviewed buyer background information using LexisNexis to support risk assessment and fraud prevention efforts.

• Applied company policies, including the Unified User Agreement and Privacy Policy, to investigate and resolve disputes between buyers and sellers.

• Processed and evaluated new seller applications to ensure compliance with company standards.

• Conducted account reviews and communicated decisions clearly and professionally to customers.

Customer Experience Agent

Proxibid, Omaha, NE January 2021 – December 2021

• Assist customers through phone, email, and live chat support using Zendesk.

• Guided users through website processes and provided solutions to account and transaction-related issues.

• Maintained accurate customer records and activity logs within Salesforce and internal systems.

• Collaborated with the Risk Team to investigate and resolve buyer and seller disputes.

• Delivered timely and professional support while maintaining high customer satisfaction standards.

EDUCATION

Bachelor of Science in Business Administration

Nebraska Wesleyan University, Lincoln, NE May 2022 SKILLS

• Attention to Detail

• Active Listening

• Team Collaboration

• Risk Assessment

• Zendesk

• Salesforce

• Conflict Resolution

• Customer Service

• Team Leadership

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