Korie Benson
Victorville,CA
Summary
Experienced in leading and overseeing teams of up to 30 individuals, consistently meeting quality deadlines and ensuring smooth operations. Proven track record of implementing innovative processes to increase efficiency and productivity. Achieved sales and retention goals, driving business growth and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Returns Specialist
CJ Pony Parts
09.2022 - Current
- Unloaded, inspected, and stored damaged and returned products.
- Collaborated with team members to facilitate returns quickly and provide outstanding customer service.
- Adhered to company safety guidelines to minimize warehouse accidents.
- Distributed returned merchandise to appropriate store departments or palletized for liquidation.
- Documented returned product details in Software inventory tracking system.
- Provided documentation and calculations to support inventory distribution decisions.
- Delivered high-quality customer service by gathering feedback on product deficiencies.
- Increased productivity through streamlined processes and system efficiency.
- Led training sessions for new employees on proper returns procedures, fostering a consistent approach across the team.
- Collaborated with cross-functional teams to address product quality issues and reduce return rates.
- Identified opportunities to enhance the customer experience by providing feedback on product design, packaging, and shipping methods.
- Provided outstanding customer service by addressing concerns, answering inquiries, and offering solutions to ensure customer satisfaction.
- Managed returns inventory, ensuring accurate record-keeping and proper disposal or restocking of items.
- Maintained detailed records of all communications with customers regarding their returns issues, ensuring transparency and efficient follow-up actions.
- Handled escalated customer cases professionally and diplomatically, resolving complex situations to maintain customer loyalty while adhering to company guidelines.
- Developed strong communication skills by liaising between various departments involved in the returns process.
- Coordinated with shipping department to expedite the return process, enhancing overall customer experience.
- Conducted thorough investigations of disputed returns claims, upholding company policies while maintaining positive customer relationships.
- Improved customer satisfaction by efficiently processing return requests and providing timely resolutions.
- Worked closely with accounting department to ensure accurate refunds were issued promptly upon receipt of returned items.
- Managed warranties and service agreements for returned products, ensuring timely resolution and minimizing company liability.
- Supported sales team by providing information on common reasons for returns, enabling them to improve their sales strategies and minimize future issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Coach/Supervisor
State Farm - Sitel
01.2021 - Current
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Managed high call volume with tact and professionalism
- Provided incentive to increase productivity by offering employees awards for best customer service
- Oversaw call center employees to ensure customer satisfaction goals were consistently met
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity
- Acted professionally and patiently when addressing negative customer feedback
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Met or exceeded service and quality standards every review period.
Intake Specialist
Consumer Attorney Marketing Group
05.2020 - 11.2020
- Processes paperwork for new clients efficiently and in accordance with protocols
- Obtains pertinent information from new clients by asking them to complete surveys or interviews courteously and professionally
- Answers and screens inquiry calls and emails from prospective clients
- Collects data to help with the admission process if working in a health or mental care facility
- Ensures that all admission forms are properly signed and filed
- Communicates with other team members constructively in order to reduce conflict and enhance the resolution of issues
- Respects client or patient dignity and confidentiality.
Account Representative
H&H Enterprises
10.2019 - 03.2020
- Answered customer questions
- Helped resolve problems
- Processed orders and made suggestions regarding the purchase of additional products and services
- Reviewed PO's and ensured all details of the order are correct
- Followed up with customers regarding their art and the changes needed to be made to ensure it was print ready and sized to fit the product being ordered
- Liaison between the customer and all departments in the company
- Followed customer orders from entry to delivery to ensure a successful transaction and satisfied customer.
Coach/Team Lead
NIKE.COM - 24-7 Intouch
09.2018 - 06.2019
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Managed high call volume with tact and professionalism
- Provided incentive to increase productivity by offering employees awards for best customer service
- Oversaw call center employees to ensure customer satisfaction goals were consistently met
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity
- Acted professionally and patiently when addressing negative customer feedback
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Met or exceeded service and quality standards every review period.
Coach/Team Lead
USAA First Notice of Loss - AAA Roadside Assistance - Sitel Operating Corp - AAA Roadside Assistance & USAA - First Notice of Loss
04.2014 - 06.2018
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Managed high call volume with tact and professionalism
- Provided incentive to increase productivity by offering employees awards for best customer service
- Oversaw call center employees to ensure customer satisfaction goals were consistently met
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity
- Acted professionally and patiently when addressing negative customer feedback
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Met or exceeded service and quality standards every review period.
Education
Associate in Medical Assistant -
Las Vegas College
Las Vegas, NV06.2005
Diploma -
Eldorado High School
Las Vegas, NV06.2002
Skills
- Quality assurance (4 years)
- Conflict Resolution (10 years)
- Deadline Driven (7 years)
- Problem Resolution (8 years)
- Active Listening (10 years)
- Team Leader (8 years)
- Team Management (8 years)
- Self Starter (10 years)
- Troubleshooting (8 years)
- Inventory Management (6 years)
- Typing (10 years)
- Cash Handling
- Training
- Microsoft Office
- Retail sales
- Inventory
- Management
- Problem solving
- Organizational Skills
- Mentoring
- Recruiting
- Project Management
- Office Management
- Payroll
- Data Entry
- Food Safety
- Medical Records
- Microsoft Outlook
- Employee Orientation
- Interviewing
- Presentation Skills
- Salesforce (4 years)
- Microsoft Excel (8 years)
- Quadas (1 year)
- IEX Nice
- Kronos (8 years)
- Experience with children
- Childcare
Assessments
- Human Resources Skills: Recruiting, Highly Proficient, 07/2019
- Verbal Communication, Proficient, 07/2019
- Human Resources Skills: Compensation and Benefits, Familiar, 07/2019
- Written Communication, Proficient, 07/2019
- Organizational Skills, Highly Proficient, 07/2019
- Supervisory Skills: Directing Others, Highly Proficient, 07/2019
- Receptionist, Highly Proficient, 09/2019
- Customer Focus & Orientation, Highly Proficient, 05/2019
- Customer Service Skills, Proficient, 05/2018
- Project Management Skills: Time Management, Proficient, 09/2019
- Composing & Sorting Email, Proficient, 09/2019
- Sales: Influence & Negotiation, Proficient, 09/2019
- Call Center Customer Service, Proficient, 04/2020
- Problem Solving, Proficient, 09/2019
- Customer Service, Proficient, 05/2018
- Scheduling, Expert, 05/2020
- Customer Focus & Orientation, Highly Proficient, 04/2020
- Data Entry, Highly Proficient, 05/2020
- Customer Service, Proficient, 05/2020
- Electronic Medical Records: Best Practices, Proficient, 05/2020
- Basic Computer Skills: PC, Proficient, 05/2020
- Work Style: Conscientiousness, Highly Proficient, 12/2020
- Work Motivation, Highly Proficient, 12/2020
- Call Center Customer Service, Expert, 12/2020
- Cognitive Ability, Proficient, 12/2020
- Customer Service, Highly Proficient, 12/2020
- Customer service, Highly Proficient, 12/2020
- Customer focus & orientation, Proficient, 01/2022
- Work style: Conscientiousness, Proficient, 07/2019
- Sales skills, Proficient, 06/2021
- Administrative assistant/receptionist, Highly Proficient, 01/2022
- Work style: Reliability, Highly Proficient, 01/2022
- Attention to detail, Proficient, 01/2022
- Retail customer service, Expert, 03/2022
Personal Information
- Willing To Relocate: Anywhere
- Title: Coach/Supervisor
Timeline
Returns Specialist
CJ Pony Parts
09.2022 - Current
Coach/Supervisor
State Farm - Sitel
01.2021 - Current
Intake Specialist
Consumer Attorney Marketing Group
05.2020 - 11.2020
Account Representative
H&H Enterprises
10.2019 - 03.2020
Coach/Team Lead
NIKE.COM - 24-7 Intouch
09.2018 - 06.2019
Coach/Team Lead
USAA First Notice of Loss - AAA Roadside Assistance - Sitel Operating Corp - AAA Roadside Assistance & USAA - First Notice of Loss
04.2014 - 06.2018
Associate in Medical Assistant -
Las Vegas College
Diploma -
Eldorado High School
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