BENJAMIN PRIEL
Federal Way
Summary
Results-oriented Supervisor of the Customer Care Team with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Overview
24
24
years of professional experience
Work History
Customer Care Team Supervisor
Farmers New World Life/Genpact
08.2019 - Current
- Management over 12-27 direct reports from Team Leads to Policy Change units both phones and processing.
- Conducted regular one-on-one meetings with team members to discuss individual progress and address any concerns or opportunities for development.
- Analyzed key performance indicators to identify areas of improvement, driving continuous growth in customer care quality.
- Coordinated with other departments to ensure seamless customer service delivery, resulting in reduced response times and increased efficiency.
- Increased first-call resolutions through rigorous monitoring of call handling metrics and targeted coaching interventions aimed at improving agent proficiency levels.
- Collaborated with senior management to establish key performance objectives for the Customer Care Team, aligning individual goals with overall business strategies.
- Promoted open communication within the team, encouraging feedback sharing and ongoing improvement initiatives from all members.
- Managed staffing levels according to business needs, optimizing resources while maintaining high-quality customer support services at all times.
Customer Care Team Consultant
Farmers New World Life
02.2016 - 08.2019
- Reviewed employee performance evaluations regularly to provide constructive feedback and set clear expectations for improvement areas.
- Provided mentorship to junior team members, aiding their professional development and growth within the organization.
- Identified skill gaps within the team and organized relevant training sessions to boost overall performance.
Customer Service Advocate 3
Farmers New World Life
11.2012 - 02.2016
- Train, monitor and support production and call center goals.
- Assist with phone calls from Policy Service, Agency Service, and Sales Support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Handle diverse escalated calls.
- Helped with the creation and maintenance of training materials for the Contact Center.
Commissions Technician
Farmers New World Life
10.2009 - 11.2012
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Assisted agents/district managers with questions concerning folio, bonuses and commissions
Customer Service Technician
Farmers New World Life
10.2000 - 10.2009
Education
High School Diploma -
Mountlake Terrace High School
06.1999
Skills
- Client relations specialist
- Conflict resolution techniques
- Manage team workflow
- Meticulous attention to detail
- Training and development
- Results-oriented
- Call center experience
- Problem-solving abilities
- Administrative Support
- Complaint Handling
- Technical Troubleshooting
- Microsoft Outlook
Accomplishments
Farmers Life Excellence Award 2017
Lean Leader Training
Diversity and Inclusion Training
Timeline
Customer Care Team Supervisor
Farmers New World Life/Genpact
08.2019 - Current
Customer Care Team Consultant
Farmers New World Life
02.2016 - 08.2019
Customer Service Advocate 3
Farmers New World Life
11.2012 - 02.2016
Commissions Technician
Farmers New World Life
10.2009 - 11.2012
Customer Service Technician
Farmers New World Life
10.2000 - 10.2009
High School Diploma -
Mountlake Terrace High School
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