Patti Bennington
Hockley,TX
Summary
Customer service professional with solid background in delivering exceptional support and solutions. Known for reliability, adaptability, and unwavering commitment to team success. Strong interpersonal skills and ability to navigate complex customer interactions with ease.
Overview
20
20
years of professional experience
Work History
State of TN Unemployment Claims Customer Service Specialist
VACO by Highspring
04.2023 - Current
- Remote position
- First point of contact for claimants needing to file claims, obtain status updates, and navigate the overall claim process
- Handle each call quickly and efficiently; explain status and next steps with compassion and patience to provide each claimant the best possible experience and outcome
- Answer system navigation questions to ensure claimants know how to monitor their accounts and respond to correspondence from the State
- Provide technical assistance regarding the claims process, eligibility requirements, and benefits available. Assist with appeals and ensure all documentation provided meets State requirements
AAA Customer Service Agent
VFORCE
09.2022 - 04.2023
- Remote position
- Assisted members needing AAA roadside assistance; successfully resolved questions and problems
- Completed calls for 5 multi-state clubs in a timely and professional manner within the guidelines of each club in terms of script adherence, policy knowledge, and timeframes
- Maneuvered in various systems to process requests and submit service tickets for members who were in all types of situations, from simple breakdowns to complex and precarious locations
- Consistently received high call satisfaction scores from club members
Office Manager/Client Relations
DOGS GONE COUNTRY
Magnolia, TX
08.2020 - 08.2021
- Implemented a web-based Veterinary system (eVet) to automate account data and related processes
- Calculated and built all parameters for system security, client database, vaccine management, billing items, accounts payable and receivables and inventory tracking and reporting
- Created the pet boarding module, which allows assignment of pets to rooms and corresponding charges
- Scheduled pets for boarding and grooming, analyzed records for all pets to ensure vaccine compliance before receiving services
- Resolved customer issues and problems as required
Client Relations Specialist
ANIMAL CLINICS OF THE WOODLAND
The Woodlands, TX
10.2014 - 12.2019
- Tactfully assisted clients with issues, questions, and concerns; educated pet owners as needed
- Managed conflicting priorities and handled difficult situations/client issues while maintaining optimum teamwork flow
- Communicated information effectively between doctors, clients, and team members; filled prescriptions as needed
- Facilitated ordering and inventory control between 3 clinic locations
- Maintained system accuracy while entering client information, filling prescriptions, and completing file notes
- Trained new employees in system use and clinic processes and procedures
Client Relations Specialist
SHADY BROOK ANIMAL HOSPITAL
Magnolia, Tx
04.2013 - 04.2015
- Greeted all clients with warmth and enthusiasm to ensure their experience was positive and memorable
- Compassionately communicated with clients regarding issues and concerns
- Communicate information effectively between doctors, clients, and team members
- Produce various monthly financial reports in Excel as a tool to track callback and reminder statistics to monitor and ensure revenue return
Program Coordinator – Contractor
MODIS
Houston, TX
01.2012 - 03.2013
- Worked directly with client banks to create communication letters used for customer solicitation and response to various mortgage program options
- Reviewed and analyzed client requirements, coordinated internal teams, and communicated timelines and initiatives
- Stewart Information Systems, Houston, TX
Project Controller/Financial Analyst – Nodal Team
AJILON CONSULTING
Taylor, TX
09.2006 - 09.2009
- Managed budget for multiple projects (Infrastructure and Testing) with a combined total in excess of $100M. Accurately tracked forecast against actual spending, reviewed and reconciled product, labor and expense invoices
- ERCOT, Taylor, TX
Quality Project Manager – CFA Quality Team
TEK SYSTEMS
Austin, TX
06.2006 - 08.2006
- Account Manager for Dell’s Proactive Field Replacement (PFR) project team; managed complex engagements with multiple vendors and partners, delivering products and services on time and within resource constraints while maintaining high customer satisfaction
- DELL, Austin, TX
Education
Bachelor’s - Business Management
Kaplan University
Skills
- MS Office – Word, Excel, PowerPoint, Project, Visio, Adobe, Access, Zendesk
- Project Management
- Communication/Listening skills
- State of TN Unemployment systems/processes
- Customer/Quality focus
- Conflict Resolution
- AAA/Membership & Roadside assistance systems
- Organizational/multi-tasker
Disclaimer
References available upon request
Timeline
State of TN Unemployment Claims Customer Service Specialist
VACO by Highspring
04.2023 - Current
AAA Customer Service Agent
VFORCE
09.2022 - 04.2023
Office Manager/Client Relations
DOGS GONE COUNTRY
08.2020 - 08.2021
Client Relations Specialist
ANIMAL CLINICS OF THE WOODLAND
10.2014 - 12.2019
Client Relations Specialist
SHADY BROOK ANIMAL HOSPITAL
04.2013 - 04.2015
Program Coordinator – Contractor
MODIS
01.2012 - 03.2013
Project Controller/Financial Analyst – Nodal Team
AJILON CONSULTING
09.2006 - 09.2009
Quality Project Manager – CFA Quality Team
TEK SYSTEMS
06.2006 - 08.2006
Bachelor’s - Business Management
Kaplan University