Kayla Benjamin

Kayla Benjamin Dallas, TX |-| - Professional Summary Detail-oriented and analytical professional with 4+ years of experience in customer service, operations, and data management. Proven ability to resolve complex issues, optimize workflows, and enhance customer satisfaction in fast-paced environments. Skilled in client relations, financial documentation, call center operations, and CRM systems including Salesforce. Strong communicator with a focus on operational efficiency, project coordination, and regulatory compliance. Skills Customer Service & Support: Client Relations, Call Center Operations, Customer Experience Improvement,Conflict Resolution, Active Listening Financial Services: Loan Processing, Escrow Management, Financial Documentation, RegulatoryCompliance, KYC/AML (if applicable) Operations & Project Management: Workflow Optimization, SOP Development, Process Improvement,Cross-functional Collaboration, Time Management Technical Proficiency: Data Analysis, Salesforce, Microsoft Office Suite, Ticketing Systems (e.g., Zendesk)*,CRM Tools Communication & Soft Skills: Written Communication, Adaptability, Stress Management, Multitasking,Stakeholder Communication *Only include specific systems like Zendesk if you've used them; otherwise omit or replace. Work Experience Project Assistant I | TRC Companies, Inc. Nov 2023 - Jan 2025 Managed project schedules and data entry to ensure timely deliverables and high data integrity. Contributed to SOP development and call center operations, enhancing service delivery. Resolved client issues through workflow optimization and stakeholder collaboration. Participant Services Representative | US Retirement Benefit Partners Sep 2023 - Nov 2023 Delivered exceptional client support and technical assistance in a call center environment. Improved customer satisfaction via active listening and conflict resolution. Maintained data confidentiality and quality assurance in high-volume communications. Participant Services Representative II | Accenture Federal Services Jun 2022 - Sep 2023 Resolved customer inquiries related to financial transactions, batch edits, and documentation. Utilized CRM tools to log and track customer interactions for compliance and reporting. Conducted client follow-ups to ensure problem resolution and regulatory compliance. Mortgage Services Representative | PenFed Credit Union Jul 2021 - Mar 2022 Handled mortgage-related requests, including escrow management and loan documentation. Ensured regulatory compliance and accurate transaction processing. Researched and resolved client issues using KYC/AML principles (if applicable). Customer Service Specialist | RoundPoint Mortgage Servicing Corp Dec 2020 - Sep 2021 Supported mortgage customers by processing payments and resolving loan document inquiries. Maintained accurate CRM records and collaborated cross-functionally to improve service. Operations Analyst III | Bank of America Jan 2020 - Dec 2020 Performed operational analysis and implemented workflow enhancements for financial solutions. Conducted detailed data entry and process reviews to support risk mitigation strategies. Guided associates on new processes and systems. Customer Service Representative | Assurant Dec 2018 - May 2019 Ensured client satisfaction through issue resolution and effective communication. Collaborated with vendors and internal teams to maintain service-level agreements. Tracked customer interactions for compliance and training development. Researcher | Wolters Kluwer Corporate Legal Services Sep 2017 - May 2018 Conducted research and organized data to support corporate legal compliance and projects. Assisted in developing documentation best practices and standard workflows. Accounting Associate | Interstate Batteries Jun 2018 - Aug 2018 Reconciled accounts and processed financial transactions with high accuracy. Maintained accounting records and collaborated on invoice resolution. Billing Specialist | National Bankruptcy Services Aug 2015 - Aug 2017 Identified and resolved billing variances, improving invoice accuracy. Produced billing statements aligned with accounts receivable schedules. Mentored new team members on financial systems and compliance procedures. Intake Specialist | Cigna Dec 2014 - Jul 2015 Provided intake support and emotional guidance to clients in crisis situations. Ensured accurate data entry and document management for client records. Client Service Representative | Butler & Hosch PA Sep 2012 - Jan 2014 Delivered high-quality client support and managed legal documentation updates. Tracked inter-departmental escalations to improve service outcomes. Foreclosure Specialist | Bank Of America Nov 2010 - Sep 2012 Managed foreclosure portfolios and ensured documentation accuracy. Evaluated legal documents for compliance and coordinated with legal teams.