Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Work Availability
Timeline
Shatoya Bennett

Shatoya Bennett

Mansfield,TX
The cave you fear to enter contains the treasure you seek.
Joseph Campbell

Summary

Customer Service Representative with 7+ years bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

7
7
years of professional experience
2
2
years of post-secondary education

Work History

Customer Service Specialist

Santander Consumer USA
Dallas, TX
09.2020 - 02.2023
  • Boosted new customer NPS scores by 10%.
  • Maintained a customer retention rate 40% above the company average.
  • Prepared monthly reports on customer satisfaction (scores 90–98% consistently)
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.

Customer Service Representative

Humana
Richardson, TX
02.2016 - 07.2020
  • Answered product and service questions and offered information on related products and services. Boosted new customer NPS scores by 10%.
  • Placed and canceled an average of 200+ orders weekly from customers, distributors, and agents.
  • Maintained a customer account information database (incl. canceling and updating customer accounts.)
  • Prepared monthly reports on customer satisfaction (scores 90–98% consistently).
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Education

Diploma -

Wilmer-Hutchins High School, Dallas, TX
08.2013 - 05.2015

Skills

Attention to Detail

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Accomplishments

  • Helped resolve a recurring product complaint by analyzing reports and identifying a major process bottleneck, which led to a 70% reduction in tickets for this specific issue.
  • Received Associate of the Month Award 3 times.

Software

Zendesk

MS Excel, PowerPoint, Word, Office

ERP

Kira Service Desk

Salesforce

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Specialist - Santander Consumer USA
09.2020 - 02.2023
Customer Service Representative - Humana
02.2016 - 07.2020
Wilmer-Hutchins High School - Diploma,
08.2013 - 05.2015

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Shatoya Bennett