Jillian Benton Email & Phone Number

Iselin, Nj, Us

Oversee and advise on matters related to the day-to-day operations for a law department, supporting business units including including a contact center, customer support team, document processing, hearing support, payments, collections, enforcement, administration, quality control, human resources, procurement, budgeting, and contract management.Provide executive-level program management support and oversight on critical projects and serve as a resource to staff to ensure the smooth implementation of projects. Provide timely updates to the Executives and other stakeholders, identifying unanticipated challenges and strategies for addressing those challenges. Recent Accomplishments: • Successfully revamped seven (7) operations manuals, improving clarity and effectiveness of documentation, resulting in increased operational efficiency and reduced errors.• Drafted and implemented numerous policies and procedures to enhance organizational effectiveness, ensuring compliance with industry standards and regulations.• Demonstrated a rapid learning curve by gaining in-depth knowledge of all facets of company operations, enabling me to make informed decisions and provide valuable insights.• Designed and implemented a comprehensive onboarding and continuous training program that enhanced staff productivity, reduced onboarding time, and improved overall employee satisfaction.• Spearheaded recruiting efforts, overseeing the hiring process for a team of 40 employees, resulting in the selection of top-tier talent to support company objectives.• Provided coaching and development to the staff, fostering a culture of growth, empowerment, and excellence, leading to improved performance and job satisfaction.• Established and maintain comprehensive records, tracking systems, and control measures to support transparent and accountable administrative processes.• Monitor project, meticulously assessing adherence to contractual obligations to drive project excellence.

New York, New York, Us

Project Planning: Responsible for developing project plans, including defining project scope, objectives, deliverables, timelines, and resource requirements.Stakeholder Management: Engage and collaborate with stakeholders, such as business leaders, risk managers, operational teams, and data services, to ensure alignment and manage expectations throughout the project lifecycle.Team Management: Lead a team of project managers, project attorneys, and other project staff, ensuring effective communication, coordination, and collaboration among team members.Risk Assessment and Mitigation: Identify and assess project risks, develop risk mitigation strategies, and proactively monitor and manage risks throughout the project execution.Compliance and Regulatory Adherence: Ensure that all project activities adhere to relevant banking regulations, policies, and compliance requirements. Budget and Resource Management: Responsible for managing the project budget, tracking project expenses, and optimizing resource allocation to ensure efficient project delivery.Reporting and Documentation: Prepare regular progress reports, project status updates, and executive-level presentations to keep key stakeholders informed about the project's progress, milestones, and potential risks or issues.Change Management: Develop and implement change management strategies to facilitate the adoption of project outcomes and ensure smooth transition for affected business units.Quality Assurance: Establish and enforce quality assurance processes to ensure that project deliverables meet the required standards and specifications.Continuous Improvement: Drive continuous improvement initiatives by evaluating project performance, identifying lessons learned, and implementing best practices to enhance future project execution.Relationship Building: Build and maintain strong relationships with internal and external stakeholders, fostering a collaborative and productive project environment.

New York, New York, Us

* Drive Employee Engagement through meaningful conversations, coaching and development. * Performance Management; Helping employees connect to their work to our mission and values, resulting in high quality work produced efficiently and effectively. * Draft polices and procedures. * Responsible for the hiring, training, development, and management of my team of Project Managers.* Drive overall success of the Client Services team and Client satisfaction* Primary liaison with key client representatives and owns the service delivery relationship for assigned projects* Internal and external point of contact for projects and issue resolution across company functions* Drive overall client satisfaction through effective coordination and communication of client deliverables* Partner with clients to establish best practices to meet specific needs and addresses prioritization issues that may arise* Advise and execute on complex issue resolution through internal remediation processes to drive client satisfaction* Participates in the planning and execution of project initiatives, drive process-improvement, and coordination of continual status updates on project objectives* Ensures client and project requirements are being met with the highest quality and accuracy through verification and communicating routinely with both the client and internal partners* Manages and reports to clients on project budget, revenue forecasting, and financial status* Subject matter expertise relating to client-specific tools and software

Oversee the operations of an online retail brand to include business units; procurement, creative team, finances, business development, SEO, brand creation, vendor relations, customer relations, and design.

Oversaw business start-up development to include all aspects of company creation. Responsible for the handling of all business departments to include; development, design, local / state / national regulation compliance, business development, client services, and finances.

Chicago, Illinois, Us

Operations Manager in a high visibility position that plays a significant management role in collaboration with the client, a prestigious international law firm that provides innovative legal solutions to many of the world's top financial institutions and Fortune Global 500 companies. • Effectively collaborate with the Account Director to develop a strategy and best practices around process and service delivery• Established and built a strong relationship with the client at all functional levels; always anticipatory of client needs by understanding their business and expectations• Analyzed and developed service improvements in response to client satisfaction feedback• Coordinate and direct the work activities of staff, ensuring that client expectations are met by monitoring quality and productivity while acting as a technical resource for the team and leading compliance with required operational best practices• Responsible for performance, development and coaching of all staff, including providing training to new/existing team members or legal staff, and ensuring that staff is educated regarding appropriate client processes• Administer the center budget, including the delivery of revenue target goals• Utilize reports to manage assignments, work rates, and other productivity measures; Analyze and summarize various performance metrics• Provide a full range of staff management, to include payroll processing; time tracking; employee relations; scheduling; performance management, coaching, feedback, development planning and succession planning; and provide expertise and guidance to team members and business partners• Utilize interpersonal and leadership skills to handle routine and non-routine business matters, including effective communication to provide information with professional courtesy and tact• Strong technology background to include project management experience, and a proven track record of effective leadership

Columbus, Oh, Us

• Successfully managed and monitored employees ensuring excellent job performance through employee motivation.• Effectively managed the operations of an inbound / outbound call center.• Managed a queue system to track and monitor call volume of the call center.• Composed and distributed daily, weekly and monthly reports on KPI. • Constructed and evaluated reports to understand trends in call volume.• Responsible for the management of all call center software.• Composed reports, effectively managing all aspects of the call center.• Live monitoring of all call center queues to ensure adequate coverage.• Developed and maintained key corporate relationships to ensure quality service and continued loyalty.• Ensured compliance with inter office and corporate performance requirements.• Managed IT-related issues, reducing IT-related downtime.

Tempe, Az, Us

• Improved employee satisfaction by developing performance expectations, authoring employee handbooks, and designing performance review processes. • Successfully managed and monitored employees ensuring excellent job performance through employee motivation.• Effectively managed the operations of an inbound / outbound call center.• Managed a queue system consisting of over 50 individual queues to track and monitor call volume of the call center.• Constructed and evaluated reports to understand trends in call volume.• Responsible for the management of all call center software.• Created, distributed, and implemented all scripts used in the call center.• Composed reports, effectively managing all aspects of the call center.• Live monitoring of all call center queues to ensure adequate coverage.• Developed and maintained key corporate relationships to ensure quality service and continued loyalty.• Ensured compliance with inter office and corporate performance requirements.• Managed IT-related issues, reducing IT-related downtime.• Cut employee absenteeism and tardiness substantially by motivating employees to embrace their role in organizational success. • Chosen representative for all national and international corporate events.• Managed representatives who provided support to clients via Chat / Phone / Email.

Tempe, Az, Us

Resolving client concerns while educating the client about the legal industry.

Bachelor Of Science, Information Technologies; Business Systems Analysis

Associates Of Arts, Business Management