Open to opportunities

Salena Bennett

@salenabennett

Message

I lead high-volume customer support teams, improving SLA performance, resolution rates, and operational efficiency.

United States

Message

What I'm looking for

I'm looking to lead or support customer operations where I can improve service workflows, resolve complex escalations, coach teams, and deliver compliant, high-quality customer experiences.

At Boehringer Ingelheim, I led frontline customer support workflows for healthcare providers and corporate accounts, maintaining 98% SLA compliance and resolving 95% of critical escalations within four hours.

I've supported customers across healthcare, insurance, and technology at Boehringer Ingelheim, Philips, State Farm, and Anthem. My work includes handling 60+ daily omni-channel inquiries, achieving 98% First-Call Resolution, maintaining HIPAA and data privacy compliance, and improving customer satisfaction through accurate, empathetic support.

I'm a US Army Reserve veteran who brings disciplined logistics, inventory, coaching, and process-improvement experience. I've mentored junior representatives and soldiers, streamlined workflows, and partnered with cross-functional teams to reduce errors, repeat tickets, and escalations.

Experience

Work history, roles, and key accomplishments

Customer Service Team Lead

Boehringer Ingelheim

Jan 2025 - Oct 2025 (9 months)

Directed daily workflows and queue management for a frontline tier-1 support team, optimizing ticket allocation to maintain a 98% SLA compliance rate. Mentored junior reps, boosting team QA scores by 15% and reducing shipping errors by 15%.

Customer Service Team Leadership SLA Escalation Management Quality Assurance Workflow Optimization Mentor Cross Functional Collaboration

Customer Service Representative

Boehringer Ingelheim

Feb 2023 - Dec 2024 (1 year 10 months)

Responded to 60+ inbound omni-channel inquiries daily, maintaining a 98% First-Call Resolution rate. Processed complex orders with 99.5% data entry accuracy and streamlined account setup, increasing team efficiency by 20%.

Customer Service Omni Channel Support CRM Data Entry HIPAA Process Improvement

Customer Service Representative

Philips

Jan 2021 - May 2022 (1 year 4 months)

Managed high-volume inbound inquiries across phone, email, and live chat, providing product and warranty information. Achieved 98% case resolution rate and contributed to a 15% increase in customer satisfaction.

Customer Service Omni Channel Support CRM Technical Troubleshooting Collaboration

Customer Service Lead

State Farm

Mar 2020 - Jan 2021 (10 months)

Delivered high-touch service to policyholders, achieving 98% First-Call Resolution and customer satisfaction scores. Analyzed CRM data to improve service efficiency by 15% and reduced escalated cases by 15%.

Customer Service Insurance CRM Data Analysis Workflow Optimization Escalation Management

Customer Service Representative

Anthem

Jul 2017 - Apr 2019 (1 year 9 months)

Responded to inbound inquiries about healthcare products and claims, maintaining a 98% resolution rate within 24 hours. Adhered to HIPAA regulations and achieved a 98% CSAT rating.

Customer Service Healthcare HIPAA Ticketing Systems Claims Processing

Logistics & Supply Specialist

US Army Reserves

Feb 2013 - Mar 2019 (6 years 1 month)

Managed inventory control and supply operations, ensuring 100% resource availability. Supervised shipping and receiving, improving supply chain efficiency by 30% and training 18 junior soldiers.

Inventory Management Supply Chain Logistics Training Accountability Process Improvement

Education

Degrees, certifications, and relevant coursework

US Army Reserves

92Y Logistics & Supply Specialist, Logistics and Supply

2013 - 2019

Activities and societies: Trained and mentored 18 junior soldiers on logistics procedures.

Managed inventory control and supply operations, ensuring 100% resource availability for critical unit missions. Enforced strict accountability protocols, reducing lost items by 45%.