Caitlin Marchant
Pfafftown
Summary
Dedicated customer service representative with expertise in conflict resolution and active listening. Proven ability to manage high-stress situations and enhance customer satisfaction through effective communication.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Farm Bureau Insurance
Clemmons, NC
08.2025 - 03.2026
- Assisted customers with policy inquiries and claims processing to enhance service quality.
- Responded promptly to customer requests, ensuring timely resolution of issues and concerns.
- Collaborated with team members to streamline communication processes, improving response times.
- Maintained organized records of customer interactions, contributing to improved data accuracy and retrieval.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Transportation Specialist/Dispatcher
Winston Salem Forsyth County Schools
Winston-Salem, NC
08.2024 - 05.2025
- Coordinated transportation schedules to optimize efficiency and ensure timely student arrivals.
- Assisted in managing fleet operations, enhancing vehicle utilization and reducing downtime.
- Implemented safety protocols for student transportation, ensuring compliance with local regulations.
- Monitored vehicle maintenance schedules to improve reliability and prolong asset lifespan.
- Communicated with parents and school staff regarding transportation issues, fostering positive relationships.
- Analyzed route data to identify improvements, streamlining daily operations and reducing delays.
911 Dispatcher
Forsyth County Sheriff Office
Winston-Salem, NC
08.2023 - 08.2024
- Operated multi-line phone systems to receive emergency calls and assess situations rapidly
- Coordinated response efforts with law enforcement, fire departments, and emergency medical services
- Maintained detailed logs of incoming calls and dispatched units for accurate record-keeping
- Utilized Computer-Aided Dispatch (CAD) software to prioritize and manage multiple active incidents
- Provided critical information to first responders to enhance situational awareness during emergencies
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
Special Education Teacher
Winston Salem Forsyth County Schools
Winston-Salem, NC
08.2021 - 08.2023
- Developed individualized education plans tailored to student needs and learning styles.
- Implemented evidence-based instructional strategies to enhance student engagement and participation.
- Collaborated with multidisciplinary teams to assess student progress and adapt learning interventions.
- Monitored behavioral challenges, employing positive reinforcement techniques to promote a conducive learning environment.
- Assessed student progress using various evaluation tools and techniques.
- Developed IEPs tailored to individual student needs, ensuring their academic success and personal growth.
Lead Teacher
Clemmons Moravian Preschool
Clemmons, NC
08.2017 - 12.2020
- Developed and implemented age-appropriate curriculum enhancing early childhood education experiences.
- Guided and mentored teaching staff in effective classroom management strategies and instructional techniques.
- Fostered a nurturing environment promoting social, emotional, and cognitive development among students.
- Collaborated with parents to support child development through regular communication and engagement activities.
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Evaluated student performance regularly through observation, assessment tools, and parent-teacher conferences to ensure academic growth was being achieved consistently across all areas of development.
Education
High School Diploma - Education
Forsyth Technical Community College
Winston-Salem, NCHigh School Diploma -
Parkland High School
Winston-Salem, NC06-2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Conflict resolution
- Call center experience
- Payment processing
- Paperwork processing
- Documentation
- De-escalation techniques
Certification
DCI Modules 1, 2, & 3
Timeline
Customer Service Representative
Farm Bureau Insurance
08.2025 - 03.2026
Transportation Specialist/Dispatcher
Winston Salem Forsyth County Schools
08.2024 - 05.2025
911 Dispatcher
Forsyth County Sheriff Office
08.2023 - 08.2024
Special Education Teacher
Winston Salem Forsyth County Schools
08.2021 - 08.2023
Lead Teacher
Clemmons Moravian Preschool
08.2017 - 12.2020
High School Diploma - Education
Forsyth Technical Community College
High School Diploma -
Parkland High School