Caitlyn Lawrence
Elizabeth City
Summary
Dynamic customer relations professional with a proven track record in lead generation, relationship development, and sales. Consistently delivers exceptional support to demanding clients. Expertise in managing high-volume call environments while employing strong organizational and time management skills to enhance service delivery and exceed expectations. Resourceful leader adept at coaching and motivating teams to achieve operational efficiency and elevate customer satisfaction, while maintaining meticulous records of customer interactions. Committed to fostering excellence in every aspect of customer care, driving team success, and meeting organizational objectives through collaborative efforts and strategic prioritization.
Overview
7
7
years of professional experience
Work History
Customer Care Coordinator
Southern Chrysler Dodge Jeep
11.2025 - Current
- Assisted call-in customers with questions about service.
- Entered customer demographic data into company databases.
- Logged call information and solutions provided into internal database.
- Created customer support strategies to increase customer retention.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Warranty Administrator
Southern Chrysler Dodge Jeep
03.2023 - Current
- Gathered paperwork and contacted customers to book appointments.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
- Analyzed problems, identified trends and developed strategies to optimize claims process.
- Processed claim paperwork and followed up on missing information to complete processing.
- Monitored factory recalls and announcements to stay on top of changes.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Maintained detailed service and customer records.
- Posted payments to accounts and maintained records.
- Generated, posted and attached information to claim files.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Calculated adjustments, premiums and refunds.
- Verified client information by analyzing existing evidence on file.
- Coordinated with contracting department to resolve payer issues.
Cashier Team Lead
Southern Chrysler Dodge Jeep
03.2021 - Current
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Helped customers complete purchases, answer questions and locate items
- Quickly and accurately counted drawers at start and end of each shift.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Worked with floor team and managers to meet wide range of customer needs.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Learned duties for various positions and provided backup at key times.
- Processed refunds and exchanges in accordance with company policy.
- Processed both cash and card purchases and returns.
- Increased customer loyalty and retention.
Key Holder
Chuck E Cheese
03.2019 - 03.2021
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Managed store personnel by delegating tasks and supervising daily operations.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
Education
RN Program -
ECPI University
12.2022
Standard Diploma -
Great Bridge High School
301 Hanbury Rd W, Chesapeake, VA 2332206-2019
Skills
- Data entry proficiency
- Strong organization
- Inter-department collaboration
- Inbound customer service
- Sales proficiency
- Team building
- First call resolution
- Training and mentoring
- Research and due diligence
- Customer relations
- Customer relationship management
- Reporting and analysis
Timeline
Customer Care Coordinator
Southern Chrysler Dodge Jeep
11.2025 - Current
Warranty Administrator
Southern Chrysler Dodge Jeep
03.2023 - Current
Cashier Team Lead
Southern Chrysler Dodge Jeep
03.2021 - Current
Key Holder
Chuck E Cheese
03.2019 - 03.2021
RN Program -
ECPI University
Standard Diploma -
Great Bridge High School