Torrence Benton
Jacksonville Beach,FL
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
7
7
years of professional experience
Work History
Supervisor
United Healthcare Group
10.2021 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Managed team of 10-15 production associates, overseeing productive production processes and meeting all deadlines.
Client Service Representative
Availity Careers
02.2020 - 10.2021
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to website technical support needs.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
Startup Founder
No Logic LLC
- Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
- Conducted target market research to scope out industry competition and identify advantageous trends.
- Developed strong partnerships with other businesses to allow for collaboration and more significant opportunities for growth.
- Secured sufficient funds to cover business obligations by tracking expenses and budgeting accurately.
- Created organization's mission and vision statements for use by employees.
- Created and updated regular inventory reports and records.
Supervisor
Concentrix
05.2017 - 01.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Resolved issues quickly to maintain productivity goals.
- Managed team of 15-21 production associates, overseeing productive production processes and meeting all deadlines.
- Coordinated with other departments to maintain smooth and efficient product flow.
- Evaluated team member performance regularly to identify and resolve productivity concerns.
- Set and enforced performance-oriented production approach, significantly increasing worker output and reducing safety incidents.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Kept accurate and detailed records of personnel progress and productivity.
Senior Technical Support Specialist
Concentrix
08.2016 - 05.2017
- Maximized use of hardware and software by training users and interpreting instructions.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve Ios and MACos issues.
- Maximized use of hardware and software by training users and interpreting instructions.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Resolved service and technical problems for customers by asking clear and specific questions.
Education
Associate of Arts - Sports Management
Florida State College of Jacksonville
Jacksonville, FL2025
High School Diploma -
Terry Parker High School
Jacksonville, FL2006
Skills
- Corporate Strategy and Development
- Talent Acquisition
- Microsoft Office Suite
- Monitor Quality Control
- Troubleshooting Network Issues
- Supervising Employees
- Performance Tracking and Evaluations
- Key Performance Indicators (KPIs)
- Quality Assurance
- Analytical and Methodical
- Root Cause Support
- Apple iOS and macOS experience
Timeline
Supervisor
United Healthcare Group
10.2021 - Current
Client Service Representative
Availity Careers
02.2020 - 10.2021
Supervisor
Concentrix
05.2017 - 01.2020
Senior Technical Support Specialist
Concentrix
08.2016 - 05.2017
Startup Founder
No Logic LLC
Associate of Arts - Sports Management
Florida State College of Jacksonville
High School Diploma -
Terry Parker High School
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