Cody Benner Email & Phone Number

North Little Rock, AR, US

North Little Rock, AR, US

Conway, Arkansas, United States

Springville, Utah, United States

• Responsible for producing all reports in a fast-paced, ever changing, and growing customer support environment
• Developing and building visualizations, dashboards, and reports within Zendesk and other tools
• KPI reporting and monitoring
• Development of company brand related to all internal reporting and presentations
• Analyze reports and trends and make data driven recommendations on how to improve the business
• Responsible for maintaining our Workforce Management platform

Little Rock Metropolitan Area

• Conducted thorough business analysis to identify areas of improvement and provide solutions that helped to enhance the overall performance of the telecommunications business.
• Utilized Voice of the Customer analysis to gain insights into customer needs and preferences, which were then used to drive strategic business decisions.
• Created and maintained internal and external KPI reports, which provided stakeholders with actionable insights to improve business operations and customer experience.
• Analyzed business activities and processes to identify opportunities for improvement and implement solutions that aligned with the long-term vision of the call center.
• Collaborated with cross-functional teams to develop analysis and documentation, communicating effectively with production, managerial, and executive teams to ensure that project goals were achieved.
• Developed and maintained business processes and procedures documentation, which helped to streamline workflows and improve overall efficiency.

Little Rock, Arkansas Area

• Responsibilities include administering systems and policy training to newly hired and existing customer care representatives; effectively monitor and maintain onboarding process, training and mentoring customer service.
• Define and implement a consistently high standard of training for new hire program/training
• Assess training needs, assist with development and implementation of continuous staff training
• Develop and deliver weekly huddle material/agendas to staff
• Develop and deliver advanced support material via Monthly/Quarterly Workshops
• Dedicated point of contact to our subsidiaries for all training updates

Little Rock, Arkansas Area

• Define and implement a consistently high standard of customer care expectations
• Assess training needs, assist with development and implementation of continuous staff training
• Insure customer calls are handled in a courteous and expeditious manner
• Monitor and insure that all customer calls/contacts are properly documented
• Effectively handle escalated customer service issues and effect positive interaction with customers
• Ensure team members have the appropriate tools necessary to accomplish given job duties

Little Rock, Arkansas Area

• Determine trends on common technical issues and drivers for ticket creation
• Increase customer satisfaction by offering alternative solutions and products
• Point of contact for all escalations
• Monitor and coach reps to ensure timely completion of inbound production
• Review trouble tickets to ensure accuracy and completion
• Management duties when they are scheduled off or not on the floor.

Little Rock, Arkansas

• Designated team trainer for processes and new hires
• Resolve customer service inquiries regarding products, services and account reconciliation
• Troubleshoot complex billing issues, re rates, network issues and equipment matters
• Offer end to end solutions for customers with complex technical issues
• Increase customer satisfaction by offering alternative solutions while tracking recurring situations for process improvement opportunities
• Implemented and maintained online consumer solutions for a variety of situations

Little Rock, Arkansas Area

• Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, or billing/payment. For product or service-related issues, will move customer to appropriate Product.
• Provided customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues.
• Escalates more technical product-related issues to the proper Product Support department.
• Processes a high volume of consumer inquiries of FIS products and services.
• Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources