Caitlin Hickey

Handle customer orders via telephone, ensuring excellent customer service to all guests Problem solve in the moment to get the guest the best possible experience, including correcting orders that did not arrive as expected Suggest products to guest to meet budgetary and timely expectations

Seasonal Customer Service Center at Zingerman's Mail Order (2024-10 – 2024-12)

• Handle customer orders via telephone, ensuring excellent customer service to all guests
• Problem solve in the moment to get the guest the best possible experience, including correcting orders that did not arrive as expected
• Suggest products to guest to meet budgetary and timely expectations

Seasonal Customer Service Center at Zingerman's Mail Order (2024-11 – 2024-12)

Key Holder at Bath and Body Works (2021-09 – 2024-04)

• Execute inventory updates throughout the store on a large and small scale, leading associates to complete specific tasks to ensure visual updates are complete by specific timelines
• Responsible to ensure that strong attention to detail is used to maximize merchandise on the sales floor at all times
• Prove strong leadership during daily business operations including sales, time management, merchandising, hiring, employee coaching, customer service, problem solving, and activities related to opening and closing the store
• Train and coach new and regular employees to adhere to business practices and result in high performance and sales quotas

Sales Associate at Bath and Body Works (2020-09 – 2021-09)

• Assist with identifying merchandise of need or interest based on specific customer requests
• Collaborated with store team members to create visually appealing displays that impacts business performance
• Engage in various learning and development initiatives to ensure store and product knowledge
• Respond to customer inquiries and concerns in a prompt and efficient manner to ensure a high level of customer satisfaction

Training Program Manager - Temporary at University of Michigan (2023-02 – 2024-02)

• Manage persona training project by working with internal, external, and leadership partners to manage multiple projects simultaneously while ensuring all necessary permits and approvals are acquired within established timelines
• Review weekly New Hire reports generated by the Data Team which informs the overall required training in the Persona Reporting
• Schedule required training as needed, such as CPR, New Employee Safety Training, Scaffold Competent Advanced as well as Confined Space with internal and external vendors
• Coordinate with internal teams, such as Facilities and operations Data Team, Environmental, Health and Safety andFacilities and Operations Leadership team as well as external partners to meet project objectives and deadlines in relation to outdoor events and in person training
• Participate on the EWOC (Employee Working Out of Classification) program interview panel that encompasses on the job training, personal coaching, and other learning opportunities
• Collaborate with the Outdoor Events team to allocate outdoor space across campus through coordination with other departments, students and faculty and City of Ann Arbor
• Active member of the DEI Learning Club with the Finance and Operations Department a and participate in DEI learning activities presented during team meetings
• Serve as initial point of contact for all filming inquiries that come to the University of Michigan Film Office as well as issue permits for said filming activities

Outdoor Events - Temporary at University of Michigan (2022-07 – 2023-02)

• Manage outdoor event space at the University to mitigate risk of damage associated with outdoor events
• Became familiar with Campus Safety, Regents Ordinances, Safety Compliance through continued employment
• Presented on currently relevant DEI topics at "All Staff" meetings that promoted understanding around various holiday practices

Communications at ABA Pathways (2017-11 – 2018-07)

• Streamlined practices to make sure that all client paperwork was accurate and meet specific timelines
• Created weekly and monthly reports to track client progress which was shared in partnership with Washtenaw County Health
• Utilized strong customer service to ensure all clients had accurate appointment schedules and up to date billing authorizations

Communications at Ann Arbor Learning Community (2017-11 – 2018-07)

• Work with faculty and staff to create a marketing plan for the school; proposed a plan of increased brand awareness of school to aid in recruiting efforts for new students
• Enhance social media presence through the website, social media, and other e-marketing avenues

Office Manager at Big Brothers Big Sisters of Washtenaw County (2013-10 – 2014-01)

• Provided strong customer service upon engaging with 750 volunteers and 500 clients
• Organized and executed 2013 annual Adopt a Family program that served over 40 families
• Responsible for weekly reports, letters, and RSVP lists; utilized QuickBooks for accounts payable

Special Events at Big Brothers Big Sisters of Washtenaw County (2011-09 – 2013-10)

• Organized and executed logistical aspects of annual fundraising events, raising up to $68,000
• Managed Kintera software for non - profits which tracked the database of donors, program participants, and partners
• Developed new strategies to build brand recognition in via community events, including introducing new social media for communication

Bachelor of Arts in Business Administration, Marketing Major – Eastern Michigan University