Customer Service & Sales Professional with 20+ Years

Michelle Benson

Newton, NJ 973-***-**** **********@*****.*** linkedin.com/in/michelle-benson-3081b2151

Customer Service / Sales

Passionate customer service representative with more than 20+ year of experience, specializing in building personal relationships, fulfilling customer needs, anticipating future needs, and communicating the value of company products and services in a fast-paced environment. Capable of quickly learning and mastering new technologies and working in both team and self-directed settings. Core competencies include:

Customer Centric Effective Listening Diplomacy Communication Trust Empathy

Problem-solving Attention to Detail Organizational skills MS Excel Rubicon ERP (SAP)

EXPERIENCE

Wire Care

Customer Service / Sales, October 2012 to present

Providing exceptional customer service to thousands of global clients

Establish solid relationships to manage customer inquiries from various sources including phone, e-mail, fax and chat in order to resolve questions and provide the best experience for the customer

Coordinate fulfilment of customer orders with warehouse partners through Rubicon ERP (SAP). Single platform that provides visibility via a dashboard and reporting which is used throughout our organization to assist with Enterprise Resource Planning.

Management of foreign customer NAFTAs, Codes of Compliance to integrate with shipment orders so customer receive their product on time.

Maintain Wire Care Ecommerce Website for products that require changes to details or prices

When needed, assist with picking orders in the warehouse to help coordinate fulfilment of customer orders

Maintain customer service standards by leveraging Trust Pilot feedback system. This helps us understand customer problems and determine areas needed for improvement.

Stillwater Public School Secretary / Teachers Aid, October 2008 to October 2012

Performed a variety of secretarial, clerical and administrative duties in support of the operation of the school and in support of the principal, staff, students and parents.

Manage school processes and procedures to ensure compliance with school and district regulations

Meet with new students and parents to complete registration and orientation process

Keep accurate staff and student attendance records and submit reports as required

Address and mitigate issues from students, teachers and parents

Manage emergency contact information for One Call System and provide school bus advisory list

Manage School communication including preparing & distribution of newsletters, announcements, events, programs, school calendar and emails to parents.

When needed, (as teachers were sick or out), I would provide classroom instruction to students, overall responsible for supervising and supporting students to help them accomplish learning benchmarks, including targeted lesson plans, managing classroom behaviour and keeping students engaged in their lessons

Customer Service Manager, Flood Department, Selective Insurance, June 1997 to April 2008

Managed staff of 10, assisted agents, insureds, mortgage companies, and customer service teams, as well as responsible for day-to-day insurance processing operations

●Delivered strong customer service focus for over 5,000 agencies

●Supervised staff of 10 including customer service, processing and mailroom and underwriting staff members

●Responsible for employee development, and providing a motivational environment to thrive in

●Resolves problems of customer service reps & customers specific to billing, underwriting and claims issues

●Liaison for troubleshooting phone and computer issues within the department

●Developed customer service workflows and implemented processes and/or changes to ensure maximum productivity/compliance with internal/external regulations

●Monitored, audited & analysed unit operations to ensure service standards were met

●Liaison for IT/Telecommunication Department to manage phone system and computer upgrades within the department

MICHELLE BENSON **********@*****.*** PAGE TWO

ADDITIONAL RELEVANT EXPERIENCE

The Fit Experience, Personal Trainer

Lyon, Glassman & Lorenz – Paralegal

Sussex County Superior Court – Secretary for Criminal Case Management Team

Newton NJ Public Defender Office, Secretary

Italian Technology Associates (ITA), Sales Receptionist / Secretary

Centre for Mental Health, Clinical Secretary

CYRO Industries, Receptionist/Sr. Secretary

OTHER

Dragonboat Race at Lake Mohawk, 2021, 2020, 2019, 2018

2014, 2015, 2016 Spartan Race

2012 & 2013 Tough Mudder

Coordinated Spin-A-Thon Event at FitX to raise money for breast cancer

Avon Breast Cancer Walk, 39.3 to raise money for breast cancer

Various 510K and Half Marathons

AWARDS AND CERTIFICATIONS

Selective Insurance “Who’s Who The Golden Rule in Customer Service Award”: Award for the design/development, training and implementation of excellence in customer service

PL Certification for Personal Lines Insurance

Paralegal certification

Corporate Leadership Development Program

Excellence in Management Customer Service

EDUCATION

Sussex County Community College

References upon request

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