Summary
Overview
Work History
Education
Skills
References
Timeline
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Cara Bennett

Ames,Iowa

Summary

Results-driven leader accomplished in high-level decision-making, strategic planning and operations leadership. Delivers above-benchmark results and drives significant updates to processes and roadmaps. Focused on continuous development and optimization in support of long-term goals.

Overview

16
16
years of professional experience

Work History

Customer Service/Transportation Specialist

UCare
11.2022 - Current
  • Coordinated schedules and communicated changes to customers
  • Worked with service providers to resolve issues and correct delays
  • Developed criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs
  • Provided timely transportation of diverse clients to healthcare facilities.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Transitioned to NOCCS team in April of 2023
  • Started a QA Internship in October of 2023
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked with cross-functional teams to achieve goals.

Senior Manager Roadside Assistance

U-Haul
07.2019 - Current
  • Call center in a remote environment
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns
  • Monitored flow of incoming calls and directed information to appropriate departments
  • Responded to at minimum 50 daily caller requests with information about assistance and timeframes
  • Accurately and efficiently tracked and documented agents call performance
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Monitored a total of 23 agents productivity using Twilio, Finesse and Live Chat programs
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Store Manager

UScellular
04.2015 - 08.2022
  • Managed a store with 10 employees which included a sales manager and nine sales associates
  • Trained team members in successful strategies to meet operational and sales targets
  • Communicate with customers in regards to account specific questions
  • Mentored and developed employee performance, corrected opportunities and increased efficiency to maintain productivity targets
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers
  • Exceeded sales goals by 130% quarterly and accomplished business objectives by inspiring staff and promoting target products
  • Managed inventory control processes to restore back stock, control costs below 0.02% shrink and maintain sales floor levels to meet customer needs
  • Established and optimized schedules to keep coverage and service in line with forecasted demands through Dayforce
  • Recruited and retained top talent, with focus on completing timely performance evaluations, mentoring, providing positive feedback and rewarding superior performance
  • Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends
  • Coordinated weekly conferences with store associates to communicate sales and customer service goals.

Retail Sales Manager

AT&T
09.2007 - 03.2015
  • Managed a sales staff of eight sales associates
  • Managed day-to-day staffing and handled scheduling for all store employees
  • Mentored sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
  • Trained team members in successful strategies to meet operational and sales targets and remained a resource for continued learning
  • Facilitated high volumes of cash, credit and gift card transactions, verifying cash drawer balance at end of each shift
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
  • Exceeded sales goals consistently over 100% of budget and accomplished business objectives by inspiring staff and promoting target products
  • Established and optimized schedules to keep coverage and service in line with forecasted demands
  • Recruited, interviewed and hired talented individuals bringing dynamic sales expertise to organization.

Education

Bachelors of Communication - Business, Management, Marketing, and Related Support Services -

University of Phoenix

Associate of Arts (A.A - Elementary Education and Teaching -

Des Moines Area Community College

Skills

  • Account Management
  • Customer Retention
  • Customer Satisfaction
  • Sales
  • Retail
  • Sales Management
  • Documentation Skills
  • Coordinating Schedules
  • Managing Schedules
  • Dispatching Procedures
  • Interpersonal Skills
  • Employee Training
  • Schedule Creation
  • Critical Thinking
  • Multitasking and Prioritizing

References

References available upon request.

Timeline

Customer Service/Transportation Specialist

UCare
11.2022 - Current

Senior Manager Roadside Assistance

U-Haul
07.2019 - Current

Store Manager

UScellular
04.2015 - 08.2022

Retail Sales Manager

AT&T
09.2007 - 03.2015

Bachelors of Communication - Business, Management, Marketing, and Related Support Services -

University of Phoenix

Associate of Arts (A.A - Elementary Education and Teaching -

Des Moines Area Community College

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Cara Bennett