Call Center Customer Service

Kayla Benjamin

Dallas, TX • *****.***********@*******.*** • 945-***-****

Professional Summary

Detail-oriented and analytical professional with 10+ years of experience in customer service, operations, and data management. Proven ability to resolve complex issues, optimize workflows, and enhance customer satisfaction in fast-paced environments. Skilled in client relations, financial documentation, call center operations, and CRM systems including Salesforce. Strong communicator with a focus on operational efficiency, project coordination, and regulatory compliance.

Core Skills

●**Customer Service & Support:** Client Relations, Call Center Operations, Customer Experience Improvement, Conflict Resolution, Active Listening

●**Financial Services:** Loan Processing, Escrow Management, Financial Documentation, Regulatory Compliance, KYC/AML (if applicable)

●**Operations & Project Management:** Workflow Optimization, SOP Development, Process Improvement, Cross-functional Collaboration, Time Management

●**Technical Proficiency:** Data Analysis, Salesforce, Microsoft Office Suite, Ticketing Systems, CRM Tools

●**Communication & Soft Skills:** Written Communication, Adaptability, Stress Management, Multitasking, Stakeholder Communication

Professional Experience

Associate III (Contract – Remote) Zinnia – April 2025–Present

●Advised employees on retirement plans including 401(k), 403(b), pension, and deferred compensation.

●Ensured compliance with ERISA, IRS, and DOL regulations in administering retirement benefits.

●Led group education sessions and handled enrollments, distributions, and plan changes.

●Maintained accurate records for audits and regulatory filings.

Project Assistant I TRC Companies, Inc. – Nov 2023–Jan 2025

●Managed project schedules and data entry to support timely project delivery.

●Contributed to SOP development and optimized call center operations.

●Resolved client issues through collaborative workflow improvements.

Participant Services Representative US Retirement Benefit Partners – Sep 2023–Nov 2023

●Delivered support and guidance in a high-volume call center.

●Improved customer satisfaction with active listening and conflict resolution.

●Ensured confidentiality and accuracy in client data handling.

Participant Services Representative II Accenture Federal Services – Jun 2022–Sep 2023

●Managed inquiries related to financial transactions and documentation.

●Utilized CRM systems to log cases and support compliance efforts.

●Followed up with clients to ensure issue resolution and adherence to standards.

Mortgage Services Representative PenFed Credit Union – Jul 2021–Mar 2022

●Processed escrow management tasks and reviewed loan documentation.

●Ensured accurate processing and compliance with financial regulations.

●Investigated and resolved issues using KYC/AML practices.

Customer Service Specialist RoundPoint Mortgage Servicing Corp – Dec 2020–Sep 2021

●Supported mortgage customers with payment processing and loan inquiries.

●Maintained CRM accuracy and collaborated with teams for issue resolution.

Operations Analyst III Bank of America – Jan 2020–Dec 2020

●Conducted operational analysis to enhance financial workflow efficiency.

●Supported risk mitigation through detailed data reviews and reporting.

●Trained associates on new systems and processes.

Customer Service Representative Assurant – Dec 2018–May 2019

●Provided client support and issue resolution in line with service SLAs.

●Maintained documentation and collaborated with vendors and teams.

Researcher Wolters Kluwer Corporate Legal Services – Sep 2017–May 2018

●Conducted compliance research and organized legal data.

●Helped establish documentation and workflow standards.

Accounting Associate Interstate Batteries – Jun 2018–Aug 2018

●Reconciled accounts and processed financial transactions.

●Supported invoice resolution and maintained accounting records.

Billing Specialist National Bankruptcy Services – Aug 2015–Aug 2017

●Resolved billing discrepancies and improved invoice accuracy.

●Trained new hires in financial systems and compliance.

Intake Specialist Cigna – Dec 2014–Jul 2015

●Supported clients during intake and maintained accurate documentation.

●Offered emotional support in crisis situations.

Client Service Representative Butler & Hosch PA – Sep 2012–Jan 2014

●Provided legal client support and managed documentation.

●Tracked escalations to ensure timely resolutions.

Foreclosure Specialist Bank of America – Nov 2010–Sep 2012

●Managed foreclosure portfolios and ensured document compliance.

●Coordinated with legal teams for accurate case processing.

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