Benita Neale

Benita Neale Coventry CV5 7GJ |- |-Professional Summary Detail-oriented Customer Service & Case Management Specialist with over 5 years of experience resolving complex cases, improving service processes, and driving customer satisfaction across housing, automotive, finance, and energy sectors. Proven track record of managing caseloads of 100+ cases while ensuring 95%+ SLA compliance and exceeding KPIs. Adept in CRM systems (Salesforce, Zendesk, SV-CRM) and cross-functional coordination to deliver consistent, high-quality service. Seeking a remote role where strong communication, problem-solving, and compliance expertise can add immediate value. Core Competencies Complex Case Management Complaint Resolution & Customer Retention SLA & Compliance Monitoring CRM Platforms: Salesforce, Zendesk, SV-CRM Data Reporting & Analysis Cross-Departmental Coordination Process Improvement Microsoft Office Suite (Word, Excel, Outlook, Teams) Empathetic Customer Communication Remote Service Delivery Professional Experience Orbit Housing Association — Customer Service & Case Management Officer Dec 2023 – Present Manage a caseload of 80–120 damp and mould cases, achieving 97% compliance with internal SLAs and Housing Ombudsman guidelines. Liaise with surveyors, contractors, and residents to coordinate 200+ repair visits, ensuring clear communication and minimal disruption. Produce monthly performance reports driving service improvements and reduced repeat complaints by 15%. Recognised by leadership for proactive issue resolution and maintaining resident trust during sensitive case handling. Jaguar Land Rover (Contract) — Customer Experience Specialist Feb 2023 – Dec 2023 Handled 50–70 daily customer inquiries via phone, email, and live chat, maintaining a 98% customer satisfaction. Resolved 95% of cases without escalation, supporting brand loyalty across Jaguar and Land Rover customers. Supported marketing campaigns, contributing to a 12% increase in customer engagement metrics. Exceeded KPIs for resolution time and customer feedback across three performance review periods. NEC Group — Sales Executive Oct 2022 – Feb 2023 Generated £45K+ in new exhibition space sales in under 4 months, exceeding targets by 20%. Built and maintained a pipeline of 50+ corporate accounts via CRM, increasing client retention by 10%. Partnered with internal teams to ensure seamless event delivery, driving positive client feedback and repeat bookings. Coventry Building Society — Mortgage Specialist Jan 2021 – May 2022 Advised 800+ customers on mortgage products, contributing to £5M+ in successful mortgage approvals. Managed 150–300 inbound calls daily, resolving inquiries with 98% first-call resolution. Maintained strict compliance with FCA regulations, ensuring zero audit failures during tenure. ABB — Electrification Customer Support Specialist Nov 2019 – Dec 2020 Managed 100+ customer accounts, improving order accuracy and reducing delivery delays by 18%. Collaborated with logistics and production teams to resolve escalations, enhancing customer satisfaction scores. Delivered weekly client reports that informed £250K+ worth of project pipeline adjustments. Shell Energy — Energy Specialist Sep 2018 – Oct 2019 Resolved 50+ daily billing and technical queries, achieving top 5% ranking for customer satisfaction among team peers. Increased broadband lead conversions by 30% quarter-on-quarter through persuasive upselling and product education. Trained 10+ new hires, contributing to a 20% team performance improvement. Digital Art Graphics — Events & Marketing Executive Jun 2014 – Jul 2018 Planned 30+ corporate and promotional events, resulting in a 25% increase in client engagement. Managed end-to-end event logistics, controlling budgets up to £30K and negotiating supplier discounts averaging 15%. Developed digital marketing content that boosted event sign-up rates by 40% across social media platforms. Education Coundon Court School – Coventry (2013) Maths (C), English (B), Science (C), Business BTEC (Distinction*), Graphic Design (C), Certifications & Training FCA Compliance & Conduct Training (Coventry Building Society) Data Protection & GDPR Awareness (Orbit Housing Association) Housing Ombudsman Dispute Resolution Essentials (Orbit Housing Association) Health & Safety Awareness – Housing Sector (Orbit Housing Association) Customer Complaint Handling & Resolution Workshop (Jaguar Land Rover) CRM Systems Training: Salesforce, Zendesk, SV-CRM (Various Roles) Technical Proficiency Salesforce | SV-CRM | Zendesk | Microsoft Office Suite | ECOES | Google Workspace | Zoom | Teams Awards & Recognition Orbit Housing: “Outstanding Case Ownership” Commendation 2024 Shell Energy: “Top Sales Performer” Q4 2019