Benjamin Koceja
Brookfield,WI
Summary
Proven track record in enhancing client satisfaction and retention at WHR Group, leveraging exceptional communication and problem-solving skills. Spearheaded initiatives that resulted in significant service improvements, fostering strong client relationships and team performance. Expert in client relationship building and adept at handling escalations, ensuring high-quality customer service standards are met.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Client Service Manager
WHR Group
03.2008 - Current
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Created customer support strategies to increase customer retention.
- Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
- Coached team members on best practices for exceptional customer service, boosting overall performance levels.
- Conducted regular client reviews to identify areas of improvement, leading to enhanced service offerings.
- Spearheaded process improvements that resulted in significant time savings for both staff and clients alike.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Took ownership of customer issues and followed problems through to resolution.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Loan Officer
Service Financial
11.2004 - 03.2008
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Developed strong relationships with customers through high levels of customer service.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Managed a diverse portfolio of loans while maintaining strong relationships with borrowers and referral partners.
- Evaluated loan requests and documents to verify accuracy and completeness.
Leasing Consultant
Metropolitan Associates
06.2001 - 11.2004
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Conducted thorough market research to stay informed of current trends and competitor offerings.
- Responded to requests and scheduled appointments for property showings.
- Provided exceptional customer service, addressing inquiries in a timely manner to maintain positive relationships with tenants.
- Coordinated closely with maintenance staff to ensure apartment units were prepared for new occupants in a timely manner.
Education
University of Wisconsin Whitewater
Whitewater, WI 08.1994 - 05.1998
Skills
- Client Relationship Building
- Exceptional communication
- Customer Relations
- Training and mentoring
- Account Management
- Account Updates
- Deadline-oriented
- Problem-Solving
- Adherence to high customer service standards
- Handling Escalations
Timeline
Client Service Manager
WHR Group
03.2008 - Current
Loan Officer
Service Financial
11.2004 - 03.2008
Leasing Consultant
Metropolitan Associates
06.2001 - 11.2004
University of Wisconsin Whitewater
08.1994 - 05.1998
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