Laura Benafield
Bradenton,FL
Summary
Highly motivated customer service representative with a little over 9 years of experience. Proven track record in enhancing customer satisfaction and resolving complex issues, demonstrated during tenure at Charter Communications. Expert in creative issue resolution and active listening, I excel in high-pressure environments, ensuring client concerns are addressed with professionalism and efficiency. Skilled in both interpersonal communication and complaint handling, my approach consistently improves customer support outcomes.
Overview
25
25
years of professional experience
Work History
Offline Customer Support Rep III
Charter Communications
02.2015 - Current
- Manage escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Enhance customer satisfaction by addressing concerns and providing accurate information via phone and email in a timely manner.
- Balance multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participates in ongoing training to learn new tasks and enhance skills to optimize customer support.
- Assists management with researching and resolving Corporate Escalations.
Secretary/Small Business Owner
Robert's All Star Services
01.2004 - 02.2015
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Scheduled appointments and conducted follow-up calls to clients.
- Provided clerical support by copying, faxing, and filing documents.
Call Center Representative
Venator Group Inc
03.1999 - 08.2001
- Managed high call volumes while providing exceptional client support and maintaining professional composure.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Handled calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
No Degree - HR Essentials Ceritificate
Cornell
Online05.2024
Associate of Science - Medical Assisting
Keiser Career College
Sarasota, FL01.1999
Skills
- Creative Issue Resolution
- Tracking and Documentation
- Complaint Handling
- Organizational Skills
- Attention to Detail
- Teamwork and Collaboration
- Account Administration
- Active Listening
- Interpersonal Skills
Accomplishments
- Dialogue Leader Award - January 2016
- Charter Achievement Award - Second Quarter 2017
- Charter Achievement Award - Fourth Quarter 2018
- Employees Inspiring Success member - 2023
- Keys to Success Bronze - April 2023
- Keys to Success Bronze - February 2024
- Keys to Success Silver - May 2024
Timeline
Offline Customer Support Rep III
Charter Communications
02.2015 - Current
Secretary/Small Business Owner
Robert's All Star Services
01.2004 - 02.2015
Call Center Representative
Venator Group Inc
03.1999 - 08.2001
No Degree - HR Essentials Ceritificate
Cornell
Associate of Science - Medical Assisting
Keiser Career College