Benita Mills
Chicago,IL
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure Customer Service position. Ready to help team achieve company goals.
Overview
38
38
years of professional experience
Work History
Sr. Account Specialist Call Center
Discover Financial
Chicago, IL
07.2023 - 03.2025
- Established trust-based partnerships with clients by consistently demonstrating expertise in understanding their unique needs.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Adhered to standards of quality and service as well as all compliance requirements.
- Set up new customer accounts and updated existing profiles with latest information.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions over the phone and digitally.
Operatons Manager Customer Service
Federal Express
South Holland, IL
04.2001 - 04.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules, established team priorities and monitoring call-outs.
- Trained employees on billing, taking payments, handing disputes and using the company computer system to exceed customer expectations.
Sr. Custom Service Agent Call-Center & Store Front
Federal Express
Buffalo Grove IL & Chicago Il
10.1986 - 03.1993
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- Managed high call volumes while maintaining excellent customer service standards.
- Streamlined check-in/check-out process through diligent organization skills resulting in reduced wait times for customers.
- Elevated the overall customer experience by consistently delivering personalized, attentive service and addressing client needs with urgency.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Bachelor of Arts - Sociology
Northern Illinois University
Dekalb, IL06-1986
Skills
- Customer service and Decision-making
- Operations Management,Team leadership and Performance evaluations
- Time management, Shift Scheduling and computer Skills, Conflict resolution, coaching and mentoring
- Employee onboarding, Recruiting and interviewing
Timeline
Sr. Account Specialist Call Center
Discover Financial
07.2023 - 03.2025
Operatons Manager Customer Service
Federal Express
04.2001 - 04.2023
Sr. Custom Service Agent Call-Center & Store Front
Federal Express
10.1986 - 03.1993
Bachelor of Arts - Sociology
Northern Illinois University