Caitlin Hicks

Client Services Manager with 5+ years of experience in account administration, operations, and client support. Experienced in leading teams, improving processes, and ensuring accurate, compliant account management. Skilled at resolving client needs, enhancing workflows, and driving operational efficiency through collaboration and continuous improvement.

Client Services Manager - Breckpoint, Inc.

(2025-01)

• Lead Account Coordinators and oversee daily operations, ensuring accuracy, efficiency, and continuity
• Manage member onboarding, registrations, training, audits, collections, and account administration
• Partner on system enhancements and implement streamlined processes to improve operational performance

Account Coordinator - Breckpoint, Inc.

(2021-01 - 2025-12)

• Manage client inquiries regarding billing, audits, and workers' compensation documentation
• Maintain internal policies and procedures to support staff training and operational consistency
• Process member exits, including audit orders and collections review, ensuring accurate and compliant account management

Night Shift Dispatcher - Yes! Air Conditioning and Plumbing

(2020-01 - 2021-12)

• Coordinated after-hours emergency technician deployments to customer residences, ensuring timely response to prevent catastrophic equipment failures
• Managed work order processing and documentation in the Successware business suite, while serving as the primary after-hours point of contact to resolve technician issues and maintain operational continuity

Customer Support Representative - Yes! Air Conditioning and Plumbing

(2018-01 - 2020-12)

• Processed customer service requests, resolving concerns and ensuring timely support
• Managed accounting documentation and payment information for completed work, providing accurate records to management for processing

College of Southern Nevada (2015-01 - 2018-12)

University of Central Arkansas (2012-01 - 2012-12)