Tim Benoit Email & Phone Number

Outsourced Solutions Division, providing outsourcing solutions in the areas of payroll, talent management, health and insurance, retirement and 401k.; Provided leadership and direction in a new start-up quality control operation in the North Carolina location. Implemented protocols, metrics and quality control standards to create consistency and a standard for customer service performance. Efforts enabled smooth transition to new business model. Monitored Customer Service associate's… Show more Outsourced Solutions Division, providing outsourcing solutions in the areas of payroll, talent management, health and insurance, retirement and 401k.; Provided leadership and direction in a new start-up quality control operation in the North Carolina location. Implemented protocols, metrics and quality control standards to create consistency and a standard for customer service performance. Efforts enabled smooth transition to new business model. Monitored Customer Service associate's phone conversation to ensure conversations met company standards. Reporting to senior management root causes of call defects.Increased associate metrics performance standards from less then 80% to 95% meeting or exceeding expectations. Created associate level reporting that enabled managers to provide targeted coaching. Managers and Team Supervisors reported that the resource improved coaching effectiveness.Provided detailed trend analysis to be used in reporting to client plan auditsClearly communicated, Quality Control group's vision to managers to assist in understanding the big picture of the business. Proposed and implemented recognition program for associates whose performance exceeded expectations. Recognition program led to improved relationship between the Quality Control group and Customer Service management team. Completed all responsibilities on deadline and exceeded all business unit expectations. Ranked number one on the team for monitoring scores adhering to goal.Worked independently reporting to supervisor located in Dallas Texas. Worked with Account Teams to identify process gaps and build action plans to help remediate defects, findings, and trends Show less

Volunteered and selected to support successful start up of North Carolina call center. Supervised up to 15 customer service associates. Developed resource tips and conducted workshops for new employees. Key player in driving site results for asset retention and customer satisfaction index surveys.Conducted performance coaching reviews with associates and provided action plans to improve performance. Teams were consistently at or near the top for site performance.; 2 of 2Drove… Show more Volunteered and selected to support successful start up of North Carolina call center. Supervised up to 15 customer service associates. Developed resource tips and conducted workshops for new employees. Key player in driving site results for asset retention and customer satisfaction index surveys.Conducted performance coaching reviews with associates and provided action plans to improve performance. Teams were consistently at or near the top for site performance.; 2 of 2Drove cross site consistency initiative through participation in Senior Associate exchange program. Shared best practices with peers and superiors/Evaluated call center associates performance and established individual development plans to drive results. Efforts increased knowledge, reduced average handle time, and associates need for human assistance.Resolved customer escalations with high level of empathy, professionalism, and technical expertise.Leveraged relationships with client services, team management and operations in order to resolve customer problems. Recognized by peers and senior leadership as a subject matter expert in the areas of Defined Contribution and Defined Benefit plans.Effectively manages time and prioritizes tasks to ensure deadlines are met within a high volume, fast paced call center environment.Received national recognition for evaluating and updating plan resources. These efforts led to increased efficiencies Developed action plan to improve asset retention rates for new hire associates. Efforts led to a 15% improvement in year over year asset retention rates. Awarded "Chairman Shares" company stock for contribution in making the site #1 nationally for asset retention.Winner of the Golden call award twice for excellence in supervisor calls. Show less

Provided investment education to Defined Contribution plan participants in a fast paced call center environment.Educated customer on plan rules and options to assist with making decisions. Processed, enrollment, fund exchanges, loans, and distribution transactions.Chosen to mentor new hire employees during training period. Met or exceeded all goals for performance metrics. Won of the Silver Call award for outstanding call performance in the site.

Performed a variety of administrative staffing functions for clients.Received favorable performance reviews from all superiors.Associate; Market Basket Incorporated: Assisted in training, managing, and evaluating grocery clerks.Communicated effectively with store managers and all store departments to resolve customer inquiries, requests, and problems.Reorganized areas of the store and allocated shelf space for new items to maximize sales. Ordered and replenish… Show more Performed a variety of administrative staffing functions for clients.Received favorable performance reviews from all superiors.Associate; Market Basket Incorporated: Assisted in training, managing, and evaluating grocery clerks.Communicated effectively with store managers and all store departments to resolve customer inquiries, requests, and problems.Reorganized areas of the store and allocated shelf space for new items to maximize sales. Ordered and replenish non-perishable items for entire store.Participated in new store gondola and shelf set-ups. Show less