Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic

Renee Benson

Hudson,FL

Summary

Strong leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

24
24
years of professional experience

Work History

Unit Manager

Capital One
10.2011 - Current
  • Developed strong team dynamics through regular communication, resulting in improved performance.
  • Established productive relationships with key stakeholders, ensuring alignment of business objectives.
  • Facilitated cross-functional collaboration, fostering environment of teamwork and innovation.
  • Mentored junior staff members, supporting their professional growth within organization.
  • Communicated regularly with executive leadership regarding progress updates, challenges, and achievement highlights within team.
  • Drove continuous improvement initiatives by soliciting feedback from employees and conducting regular reviews.
  • Strengthened organizational culture by promoting core values throughout daily operations.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Floor Supervisor

Capital One
06.2011 - 10.2011
  • Optimized employee performance by conducting regular evaluations and providing constructive feedback.
  • Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into team.
  • Collaborated with management team for strategic planning purposes, offering valuable insights based on firsthand experience at floor level.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Held team meetings to gain feedback, provide updates and set policies.
  • Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
  • Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.

Risk Associate

Capital One
01.2002 - 01.2011
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Achieved performance goals on consistent basis.
  • Worked with customer to create debt repayment plan based on current financial condition.

Customer Service Representative

Capital One
11.1999 - 01.2002
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

High School Diploma -

West Babylon Senior High School
West Babylon, NY
06.1990

Skills

  • Policy Implementation
  • Quality Control
  • Meeting Support
  • Constructive Feedback
  • Active Listening
  • Operational Planning
  • Status Updates
  • Continuous Improvement Process
  • Administration and Reporting
  • Employee Performance Reviews
  • Customer Engagement Strategies
  • Employee Coaching and Mentoring
  • Scheduling and Coordinating
  • Business Analysis
  • Motivational Leadership
  • Business Management Principles
  • Project Implementation
  • Compliance Requirements

Hobbies

  • Coaching Baseball
  • Running
  • Hiking
  • Strength training
  • Any outdoor activities
  • Spending time with my children

Timeline

Unit Manager

Capital One
10.2011 - Current

Floor Supervisor

Capital One
06.2011 - 10.2011

Risk Associate

Capital One
01.2002 - 01.2011

Customer Service Representative

Capital One
11.1999 - 01.2002

High School Diploma -

West Babylon Senior High School

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Renee Benson