Charisa Bench
Springfield,MO
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement.
Overview
17
17
years of professional experience
Work History
SUPERVISOR | EPS Global Escalations
EXPEDIA
08.2018 - Current
- Assisted with overseeing daily operations and managing case queues
- Directed development of team and managed individual action plans
- Provided coaching to help new hire agents achieve goals in quality and productivity
- Assisted with training new hires regarding systems and processes
- Completed and delivered performance reviews, development plans, and disciplinary actions
- Selected to travel offshore to conduct training and operational guidance with new start-up team and attend conferences to discuss process improvements to streamline and improve customer experience
- Identified opportunities for process improvements, conducted root cause analysis related to front-line customer service failures, and identified gaps and breaks in the customer service process
- Contacted call center SDMs to address customer care agent failures to offer suggestions for improvement and coaching recommendations.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Identified issues, analyzed information, and provided solutions to problems.
- Cultivated interpersonal skills by building positive relationships with others.
AGENT/LEAD
Hotels.com/EXPEDIA
05.2010 - 08.2018
- Addressed inbound affiliate partner complaints and escalated root cause failures to help prevent similar part complaints by phone and email
- Provided feedback to supervisors concerning process improvements
- Assisted with creating processes for case handling and new hire agent training.
OFFICE MANAGER
SPRINGFIELD AGGREGATE SUPPLY
05.2007 - 05.2010
- Invoiced customers and collected payment on invoices
- Maintained driver files, scheduled deliveries, filed monthly paperwork, compiled quarterly fuel reports, and managed monthly inventory.
Education
Bachelor of Science - Business Administration
MISSOURI STATE UNIVERSITY
Springfield, MO05.2014
ASSOCIATE OF ARTS - General Studies
OZARKS TECHNICAL COMMUNITY COLLEGE
Springfield, MO05.2004
Skills
- Excellent written and verbal communication skills
- Ability to prioritize project needs and focus on the main issue
- Working knowledge of Microsoft Office tools such as Outlook, Word, Excel, PowerPoint, and Access
- Experience with tools such as APRecon/Merchant Point, Oracle, Salesforce, Zendesk, and Aspect
- Multitasking Abilities
- Analytical Thinking
- Business Administration
- Training and mentoring
- Process Monitoring and Improvement
- Customer Relations
- Attention to Detail
- Cultural Awareness
- Self-Directed
Timeline
SUPERVISOR | EPS Global Escalations
EXPEDIA
08.2018 - Current
AGENT/LEAD
Hotels.com/EXPEDIA
05.2010 - 08.2018
OFFICE MANAGER
SPRINGFIELD AGGREGATE SUPPLY
05.2007 - 05.2010
Bachelor of Science - Business Administration
MISSOURI STATE UNIVERSITY
ASSOCIATE OF ARTS - General Studies
OZARKS TECHNICAL COMMUNITY COLLEGE
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