Call Center Representative and Manager

Staci Benedict

**** ******** **** **

Kennesaw, GA 30144 678-***-****

******.********@*****.***

Unique combination of seasoned leadership and technical know-how. Proven track record of building highly effective performance by focusing on training and development that results in added value to the customer. History of fostering strong, trust-based relationships with vendors, peers, and upper management. Solid experience managing all levels of human resources, multiple business programs, including planning, budgeting, development, and administration.

Professional Experience

Progressive Insurance, Marietta, GA 2023-Current

Claims Adjuster

Proactively communicate, update and respond timely to customer concerns

Interview, collect and document information from customers, agents witnesses & review police reports

Determine insurance policy coverage and the extent of liability concerning loss or damages

Accurate assessment of damages, including the movement of vehicles to the appropriate location for inspection and repair

Identify potential fraud and refer for investigation

Identify, negotiate and resolve claims including total losses

The Perfect Answer 2012-2023

Director of Human Resources/Office Manager

Oversaw growth of company from 12 employees to more than 85

Oversaw Account Receivable & Account Payable

Weekly payroll processing

Created, recruited, and trained WFM departments for 85+ hybrid/remote employees

Created Quality Control Department that focused on customer engagement and retention

Data analyzation for metric development to maximize agent efficiency and utilization

Verbal and technical scripting - concept, implementation, and maintenance

Executed human resources strategies in all HR functional areas, programs and practices such as talent management, staffing, on-boarding, succession planning, employee relations, performance management, organization effectiveness, training and development

Managed full cycle recruitment efforts, including attracting and assessing candidate capabilities, work productively with outside search agencies, candidates, and internal clients

Ensured compliance with federal and state regulations concerning employment

Administered the compensation program; monitored the performance evaluation program and revised as necessary utilizing appropriate protocol

TASQ/First Data 2008-2012

Team Lead - International

Remote installation, training and support of commercial banking deposit capture hardware and software & Point of Sale countertop terminal support

Diagnosed and resolved problems through recognition, research, isolation and resolution steps

Point of contact for Senior banking executives, high profile and/or difficult clients

Handled escalated issues with a higher level of expertise

Monitored performance and providing feedback to help with development of Customer Service Representatives

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