McCall Benson
Summary
Experienced Operations Specialist with 9+ years in e-commerce, customer service, and retail. Dedicated to delivering high-quality results. Demonstrates analytical thinking, multitasking, creativity, and strong adaptability. Excellent written and verbal communication skills, coupled with accountability and trustworthiness.
Overview
12
12
years of professional experience
Work History
SENIOR SUPPORT SPECIALIST
RESTAURANT BRANDS INTERNATIONAL
01.2022 - 10.2023
- Championed a team of high-performing customer service specialists with a mission to deliver an exceptional guest experience, foster brand loyalty, and ensure customer retention across all customer service support channels.
- Oversaw quality assurance for the customer service team and conducted regular performance assessments through weekly meetings to guarantee the achievement of both short-term and long-term goals.
- Managed day-to-day resolution of complex issues, concurrently providing guidance and mentorship to direct reports while identifying opportunities for enhancing overall process efficiency.
- Led the recruitment, training, and development processes for all new hires, ensuring a seamless onboarding experience for the customer service team.
- Successfully navigated and resolved crises emerging from our social media channels, safeguarding the brand's reputation
- Initiated and implemented the chat feature for customer service on the Popeye's App, enhancing accessibility and responsiveness.
- Applied a blend of analytical and creative approaches to problem-solving, with a proactive focus on anticipating various types of guest inquiries
CLIENT OPERATIONS ASSOCIATE
MODA OPERANDI
03.2020 - 09.2021
- Provided outstanding customer service via phone and email while achieving satisfaction
- Educated clients on the company, products, brands, shows and services
- Resolved product or service problems by determining the cause of the problem, explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Met personal and team goals while handling large amounts of calls and emails
- Built sustainable relationships of trust with clients and coworkers through patience, open communication, and a positive attitude
- Attended trainings and brand launches to provide exceptional product knowledge
- Followed communication produces, guidelines, and policies.
E-COMMERCE PARTNER OPERATIONS
WALMART.COM
05.2017 - 01.2020
- Sourced new partnerships with vendors and marketplace sellers
- Provided a variety of technical and operational support for suppliers and vendors
- Broke down existing workflows to create more efficient processes to better the experience for drop ship vendors and marketplace sellers
- Set up item listings (SKU, UPC, cost, price, inventory, description, images, and inventory) and launched them onto the site
- Established and measured service level agreements to ensure goals are met with each vendor
- Researched low profit margin, off-site and on-site categorization, and all product data accuracy
- Drove high level goals and meet deadlines.
CUSTOMER SUPPORT SPECIALIST
JET.COM
07.2016 - 05.2017
- Provided excellent customer service via phone, chat, and email
- Drove goals and gave an elevated customer experience to generate a loyal clientele
- Handled all order issue related operations
- Trained and on-boarded new hires
- Tracked and reported customer feedback
- Deescalated challenging customer interactions to ensure customer satisfaction.
SALES ASSOCIATE
NORDSTROM
12.2014 - 07.2016
- Drove high level sales in store and online
- Followed the latest trend markets to provide feedback on merchandise
- Educated customers on brands and styles
- Provided excellent customer service and was awarded the Customer Service All-star award
- Served as a coach/trainer for new hires
- Designed layout of merchandise
- Continually met my personal and store sales goals.
INTERNSHIP MANAGER
PW COMPANIES- MAUI, HI
07.2014 - 12.2014
- Educated customers about the brand to incite excitement about the company's mission and values
- Trained new employees and set store goals
- Handled store budgets and incentives
- Completed all point of sale opening and closing procedures as well as all cleaning, stocking, and organizing tasks in assigned sales areas
- Handled all customer related issues in a gracious manner and in accordance with company policies.
PERSONAL ASSISTANT
LEONARD CONSULTING LLC
06.2011 - 07.2014
- Scheduled meetings, appointments, and travel arrangements
- Acted as a first point of contact: dealt with correspondence and phone calls
- Organized and maintained files and records
- Provided childcare and household management
- Managed day-to-day operations
- Modeled positive behavior, gave academic support, monitored safety, and over-all well-being.
Education
ASSOCIATE OF APPLIED SCIENCE - BUSINESS
Salt Lake Community College
Skills
- Excel
- Word
- Salesforce
- Confluence
- Jira
- API
- Seller Center
- iSam
- ZenDesk
- Slack
- Sprinklr
- Qualtrics
Timeline
SENIOR SUPPORT SPECIALIST
RESTAURANT BRANDS INTERNATIONAL
01.2022 - 10.2023
CLIENT OPERATIONS ASSOCIATE
MODA OPERANDI
03.2020 - 09.2021
E-COMMERCE PARTNER OPERATIONS
WALMART.COM
05.2017 - 01.2020
CUSTOMER SUPPORT SPECIALIST
JET.COM
07.2016 - 05.2017
SALES ASSOCIATE
NORDSTROM
12.2014 - 07.2016
INTERNSHIP MANAGER
PW COMPANIES- MAUI, HI
07.2014 - 12.2014
PERSONAL ASSISTANT
LEONARD CONSULTING LLC
06.2011 - 07.2014
ASSOCIATE OF APPLIED SCIENCE - BUSINESS
Salt Lake Community College