Caylen Riley

I’m a hard-working, motivated professional with 5+ cumulative years of customer service, team management, and conflict resolution across a variety of fields. I adapt quickly, stay detail-oriented, and never shy away from a challenge—especially when the goal is to resolve issues efficiently and strengthen the customer experience.

In my most recent role with the Percepta Ford Pro team on behalf of Ford Motor Company, I documented and resolved customer concerns while handling as many as 60 cases at a time. I owned daily customer follow-ups, performed case research and management, supported account management and financial assistance, and made product recommendations tailored to each customer’s needs.

I also led performance and improvement within the team through quality checks, coaching, feedback, scoring and tabulation, record keeping, and escalation handling. I served as a subject matter expert to ensure concerns were addressed by new agents, and I was a hand-picked Salesforce tester and demonstrator during testing and roll-out.

Previously, as a Quality Supervisor at Time to Spare Cleaning, I led my own team of 20 house cleans per week while overseeing 2 separate teams to maintain standards and customer satisfaction. I trained new hires on correct procedures, shadowed them through probation, assisted with scheduling and client bookings, and handled customer complaints and last-minute reschedules to keep service timely.