BENJAMIN DAVILA
Chicago
Summary
Dynamic professional with a proven track record at Alliant Credit Union, specializing in customer engagement and team development. Expertise in performance monitoring and inventory management has driven significant improvements in customer satisfaction and operational efficiency. Successfully mentored teams to meet high service quality standards, enhancing overall performance. Committed to leveraging skills to further elevate customer experiences and organizational success.
Overview
17
17
years of professional experience
Work History
Member Service Supervisor
Alliant credit union
Chicago
11.2023 - 01.2025
- Resolved escalated customer issues promptly and efficiently.
- Investigated potential fraud cases involving members' accounts or transactions.
- Conducted regular meetings with staff to discuss performance, address any concerns or issues, and provide feedback on job performance.
- Developed customer service standards and ensured that all staff met these expectations on a daily basis.
- Provided leadership by motivating team members to achieve departmental goals.
- Trained, coached and developed new employees to ensure they had the necessary skills for their role.
- Analyzed data from surveys and generated action plans based on results for improvement initiatives.
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
Member Service Consultant- Senior
Alliant Credit Union
Chicago
08.2022 - 11.2023
- Mentored and coached Member service consultants continuously.
- Designated Nesting coach for onboarding new employees across four distinct sessions in 2023.
- Entrusted by leadership to assist in onboarding due to recognition as a team mentor.
- Process financial transactions on members' accounts, such as payments, transfers, withdrawals, stop payments, transaction disputes, debit/Visa credit card orders, fee waivers, and account maintenance.
- Address member account issues swiftly to achieve customer satisfaction.
- Provide back up for front-line departments including loan officers and business development
Independent Contractor
GoBrands Inc
Chicago
11.2021 - 07.2022
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities
- Evaluated trends to understand competitive environments and assess current strategies
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising
Bartender
Giordanos V.P.C Pizzeria
Chicago
07.2012 - 07.2021
- Maintained bar presentable and well-stocked to meet customer needs
- Performed opening and closing duties, printing sales reports, setting up for incoming shifts, preparing cash drawers and taking inventory
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands
- Adhered to state laws regarding alcoholic beverage services and customer regulations
Team Leader Manager
Appletree Answers
Chicago
11.2010 - 07.2012
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to the executive office
- Led employee relations through effective communication, coaching, training and development
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures
- Identified and corrected deficient performance and behaviors to achieve maximum productivity
- Monitored incoming calls and provided feedback to associates to improve quality of service
Department Head
The Home Depot Incon
Chicago
01.2008 - 08.2009
- Enforced organizational rules and incorporated policy changes into departments' day-to-day activities
- Maintained organized inventory with accurate records through proper ordering, tracking and auditing procedures
- Evaluated performance continuously to identify areas in need of improvement and implement strategies to keep the team on-track
- Maintained employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
Education
High School Diploma -
Kelvyn Park High School
Chicago, IL06.2000
Skills
- Consistent Deadline Management
- Work Schedule Coordination
- Effective Customer Engagement
- Demonstrated Professional Conduct
- Inventory Management
- Service Quality Standards
- Effective Suggestive Selling
- Quality Assurance Development
- Team Development Knowledge
- Opportunity Identification
- Task Prioritization and Management
- Performance Monitoring
References
References available upon request.
Timeline
Member Service Supervisor
Alliant credit union
11.2023 - 01.2025
Member Service Consultant- Senior
Alliant Credit Union
08.2022 - 11.2023
Independent Contractor
GoBrands Inc
11.2021 - 07.2022
Bartender
Giordanos V.P.C Pizzeria
07.2012 - 07.2021
Team Leader Manager
Appletree Answers
11.2010 - 07.2012
Department Head
The Home Depot Incon
01.2008 - 08.2009
High School Diploma -
Kelvyn Park High School
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