Karen Benson
Oak Park,IL
Summary
Accomplished professional with extensive experience at Grubhub, excelling in customer service and logistics. Demonstrated expertise in managing driver contracts and resolving complex issues. Proficient in Microsoft Word and Excel, with strong attention to detail and exceptional written communication skills. Proven ability to enhance operational efficiency and ensure client satisfaction.
Overview
21
21
years of professional experience
Work History
Customer Care, Courier Concierge
Grubhub
Chicago, IL
04.2026 - 09.2026
- Assisted drivers in resolving payment inquiries to ensure timely access to funds.
- Guided drivers through the account recovery process after compromises to restore access swiftly.
- Evaluated driver complaints and coordinated with the legal team for contract termination.
- Managed driver contract suspensions, reactivations, and terminations.
- Investigated suspected fraud incidents involving Grubhub drivers to safeguard company interests.
- Updated driver bank account details.
- Updated driver personal information such as legal name changes
Front Line Logistics Specialist, Contract Enforcement
Grubhub
Chicago, IL
01.2021 - 04.2026
- Investigated reports of potential fraud to safeguard company interests.
- Managed suspension, reactivation, and termination of driver contracts.
- Communicated with the legal department regarding termination of driver contracts for severe misconduct.
- Resolved complaints regarding Grubhub contracted drivers to enhance customer service.
- Escalated complex complaints to appropriate Grubhub service team.
- Reviewed background checks on driver applicants using Checkr.
- Verified driver identification using Fountain.
- Updated drivers on the status of their accounts to maintain clear communication.
- Ensured accurate data records to maintain integrity of the information.
Front Line Logistics Specialist, Menu Specialist
Grubhub
Chicago, IL
10.2014 - 01.2020
- Checked menu updates by restaurants and third parties to ensure quality and accuracy.
- Coached restaurant partners on menu updates, hours, and order settings for optimal performance.
- Assisted restaurant owners over the phone on how to update their menus through Grubhub's online portal.
- Updated menus accurately and efficiently.
- Addressed Grubhub restaurant partner issues via phone, chat, and email to ensure timely resolutions.
- Processed requests to remove restaurant entries from the database. at the owner’s request.
File Clerk, Office Assistant
Kluever & Platt
Chicago, IL
02.2014 - 08.2014
- Retrieved case files for attorneys.
- Retrieved client documents from active and archived files for daily office use.
- Filed, copied, scanned, and collated files to maintain organized document management.
- Organized and filed documents according to established procedures.
- Assisted a court runner with filing documents at court.
- Looked up information in ACT.
- Provided receptionist coverage during peak times by answering and transferring calls, ensuring smooth communication., answering phones, taking messages, transferring calls.
Customer Service Representative
Groupon
Chicago, IL
10.2013 - 01.2014
- Provided excellent customer service to Groupon clients.
- Answered phones and identified solutions for diverse client issues, enhancing customer satisfaction.
- Resolved refund, credit, and billing issues via email, chat, and phone, ensuring timely resolutions.
- Supported customers with returns, cancellations, and promotional code questions
- Addressed customer inquiries about Groupon deals and account issues. about Groupon deals, vouchers, and account access
- Communicated via email with clients.
- Accurately filled out phone tickets in Zendesk.
- Analyzed order problems to identify solutions for customer satisfaction. using CRM and ticketing systems
- Documented case notes and updated customer records in support platforms
Circulation Assistant
Elmhurst College Library
Elmhurst, IL
06.2012 - 08.2013
- Managed circulation desk operations at Elmhurst College Library
- Delivered exceptional customer service, assisting patrons with inquiries and resolving issues both over the phone and in person.
- Coordinated processing of holds, reserves, and interlibrary loan requests, ensuring timely access to materials for patrons.
- Charged and discharged library materials; registered patrons for library cards; made student identification cards.
- Resolved patron account questions and loan issues
- Printed call slips to assist patrons in obtaining desired library materials and processing ILLs.
- Shelved, sorted, and retrieved books, journals, and media
- Organized and cataloged new library books for circulation.
- Supervised student workers, fostering adherence to library procedures and enhancing team efficiency.
Customer Service Assistant
Oak Park Public Library
Oak Park, IL
01.2006 - 08.2013
- Answered multi-line phone calls and routed patrons to correct staff or department.
- Managed multi-line phone system, assisted patrons, and directed calls to appropriate resources.
- Addressed patron inquiries and clarified library policies to ensure understanding and compliance.
- Ensured smooth service through effective communication and assistance. by answering questions and clarifying library policies.
- Provided front-desk support by welcoming patrons and delivering information and guidance.
- Assisted patrons with fax, copy machines, and public computers to facilitate their access to resources.
- Supported patron use of fax and copy equipment and public computers.
- Verified patron details and issued library cards.
- Checked and validated patron information to ensure proper library card processing and processed library card creation.
- Strengthened patron account accuracy through information verification and library card processing.
- Processed overdue fine payments, managed circulation tasks, and retrieved items for pull list to enhance service efficiency.
- Processed fine payments, handled circulation transactions, and filled pull list requests.
- Improved patron service through courteous greetings and timely information and guidance.
- Improved call routing by managing a multi-line phone system and directing patrons to proper assistance.
- Contributed to circulation workflow by accepting fine payments, checking materials in and out, and retrieving pull list items.
Education
Bachelor of Arts - History
University of Illinois
Chicago, IL01-2009
Skills
- Familiar with Salesforce
- Proficient in Microsoft Word and Excel
- Google Workspace
- Attention to detail
- Written communication
- Conflict resolution
Other Skills
Language skills in Spanish (intermediate) and Italian (intermediate).
Timeline
Customer Care, Courier Concierge
Grubhub
04.2026 - 09.2026
Front Line Logistics Specialist, Contract Enforcement
Grubhub
01.2021 - 04.2026
Front Line Logistics Specialist, Menu Specialist
Grubhub
10.2014 - 01.2020
File Clerk, Office Assistant
Kluever & Platt
02.2014 - 08.2014
Customer Service Representative
Groupon
10.2013 - 01.2014
Circulation Assistant
Elmhurst College Library
06.2012 - 08.2013
Customer Service Assistant
Oak Park Public Library
01.2006 - 08.2013
Bachelor of Arts - History
University of Illinois