Holly Benson
Mount Vernon,MO
Summary
Enthusiastic Senior Customer Service Representative with more than 20 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships. Exhibits strong command of company's policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
15
15
years of professional experience
Work History
Sr Customer Service Specialist
Enterprise Mobility
01.2023 - Current
- Responding to customer inquires to address their needs, answer questions and resolve complaints
- Entering accurate customer information into computer systems
- Setting up new reservations, correcting current reservations and extending in progress rentals
- Researching data for refunds, payments and loyalty program accuracy.
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Implemented process improvements that resulted in reduced average handling times without sacrificing quality of support provided.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
Server
Flat Creek Restaurant
04.2022 - 08.2022
- Greeted customers promptly
- Active listening to customer orders and needs
- Ensuring accuracy of orders upon delivery of food and drinks
- Correctly processing payments with cards and cash
- Managing time to ensure side and closing duties were done quickly and accurately.
Insurance Broker and Producer
Select Quote Insurance
01.2022 - 04.2022
- Educating customers on the importance of personalized coverage to protect their families and assets
- Fully remote position building trust and relationships with customers over a strictly phone to phone interaction.
- Collaborated with underwriters to negotiate favorable terms for clients, ensuring competitive pricing and comprehensive coverage.
Sales Acquisition
AT&T
05.2020 - 06.2021
- Provided exceptional customer experience by demonstrating expert knowledge about products and services
- Self-motivated and competitive to meet high sales quotas
- Created positive customer relationships while utilizing sales techniques to maintain customer loyalty and sell products.
- Contributed valuable insights during negotiations by utilizing expert knowledge of industry standards and practices.
Assistant Branch Operations Officer
The Bank of Missouri
11.2018 - 04.2020
- Oversaw daily operations of the branch including coordinating staff schedules, running daily and monthly reports for regional management, reporting metrics and goals to regional management and coordinated and reported branch security processes
- Opened new accounts for consumers and businesses
- Met with customers to resolve problems and/or complaints
- Ensured vaults and teller cash drawers were balanced.
Branch Manager
Academy Bank
05.2017 - 11.2018
- Responsible for the Ozark branch through sales and promotions of bank products
- Oversight of bank operations
- Supervised banking staff including interviewing, hiring, coaching, scheduling, counseling, motivating and training
- Measured and managed sales goals based on daily, weekly, monthly, quarterly and annual budgeted goals.
Specialist II
JPMorgan Chase
04.2016 - 06.2017
- Assisted card-holder clients in a call center environment
- Successfully met and exceeded monthly metrics as well as consistently received customer compliments for successfully resolving issues
- Assisted clients with various tasks such as explanation of monthly statements, payments, disputes, fee reversals as well as de-escalating clients in order to retain accounts.
Sales Agent & Global Customer Operations Trainer
Expedia/Hotels.com
12.2009 - 02.2014
- Onboarded and trained new hire and tenured customer services and sales agents
- Interim supervisor for a tenured sales team.
Education
High School Diploma -
Webb City High School
Webb City, MO05.2003
Skills
- Documentation Review
- Call center experience
- Reporting and analysis
- Coaching and Mentoring
- Customer Support
- Email support
- De-Escalation Techniques
- Call Control
- Database Research
- Quality Assurance
- Payment Processing
- Credit card processing
Timeline
Sr Customer Service Specialist
Enterprise Mobility
01.2023 - Current
Server
Flat Creek Restaurant
04.2022 - 08.2022
Insurance Broker and Producer
Select Quote Insurance
01.2022 - 04.2022
Sales Acquisition
AT&T
05.2020 - 06.2021
Assistant Branch Operations Officer
The Bank of Missouri
11.2018 - 04.2020
Branch Manager
Academy Bank
05.2017 - 11.2018
Specialist II
JPMorgan Chase
04.2016 - 06.2017
Sales Agent & Global Customer Operations Trainer
Expedia/Hotels.com
12.2009 - 02.2014
High School Diploma -
Webb City High School
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