1. Benny Don Henderson
3029 Satsuma Drive
Dallas, Texas 75229
(972) 358-7174
yardape.2@gmail.com
July 20, 2009—March 8, 2016
Bank of America, Global Technology and Operations, 2380 Performance Dr., Richardson, TX 75082 214-209-8284
AVP, Case Management Unit Manager
Customer Complaint Resolution Team 3/14-10/14
AVP, Case Management Team Manager II
Centralized Complaint Resolution Team 3/15-2/16
Concierge 10/14-3/15
Multi-lien/Multi-property, Bankruptcy Customer Relationship Managers 7/11-3/14
Officer, Servicing Team Manager
True Account Ownership Collections 7/10-7/11
2nd Mortgage/Home Equity Lines of Credit Collections 2/10-7/10
1st Mortgage Collections 7/09-2/10
Responsibilities:
 Lead/Managed teams of 2-23, as well as 7-8 managers managing teams in various call center and
production/process environments, along with predictive dialer systems, while collaborating across different
lines of business and vendors
 Analyze reporting metrics to determine trends along with projections, coaching, and development proficiency
 Organize, obtain and combine data for various reporting and team changing needs
 Maintain employee records and files needed for performance
 Monitored and coached on daily workflow and performance
 Mortgage loan servicing/collections and customer/business communications while adhering to customer and
investor expectations and/or requirements
 Resolved customer escalations in a timely manner along with any personnel issues, also promoting teamwork
 Department/Unit budgeting, supplies, training, employee team-building/engagement
July 25, 2005—January 30, 2009 (Temporary from July 25, 2005—January 13, 2006)
Citigroup, North America Employee Service Center, 6460 Las Colinas Blvd, Irving, TX 75063 800-367-2884 #24841
Operations Support Rep/Onboarding/Leave Management/Payroll/New Hire & HR Services
Responsibilities:
 Provisioning (providing systems access for new hires)
 Tax and payroll services deduction set up and account related inquires
 New Hire services, document preparation and maintenance
 Filing and electronic data maintenance
 Short Term Disability and FMLA data entry, processing, and administration
 Leave services, account related inquiries, trouble shooting and problem solving
 Maintain various reports
 Mentoring and side-by-side training
 Customer service processes, customer escalations with employees and HRs
 HR service processes, HR escalation, trouble shooting, and problem solving
February 26, 1996—October 19, 2004
Nissan Motor Acceptance Corporation, 8900 Freeport Parkway, Irving, TX, 75063. (214) 596-4000
Floor Supervisor/Senior Customer Account Representative
Responsibilities:
 Organized and created new inbound/outbound predictive dialer call center
 Developed, wrote, and facilitate new hire training, including computer base training
 Maintain daily and monthly reports with in various systems
 Completed written development opportunities and/or action plans weekly and monthly on agents’
performance
 Customer service processes, customer escalations, trouble shooting, and problem solving
 Daily coaching and follow up (side-by-side training) for higher agent performance
 Maintained and administered departmental budgets
 Created, developed, and wrote tools and reporting to determine deficiencies for additional training
 Managed/Supervised 1-18 employees

2. October 1993—February 1996 (Temporary from October 1993—December 1995)
FOOTACTION USA, 3940 Pipestone, Dallas, TX 75212. (214) 634-7755
Merchandise Payable Coordinator/Inventory Control
Responsibilities:
 Maintain Vendor Accounts, with data entry and filing
 Invoice Matching and money management
 Investigate Problem Receiverships
 Balancing Stock and Merchandise Ledgers, along with auditors inventory reports
April 1993—October 1993
Spotlight Enterprises, Inc., 901 Lake Street, Suite 40, Fort Worth, TX 76102. (817) 334-0800
President
Responsibilities:
 Managed/Supervised 3 employees and talent file maintenance
 Human resources (hiring and termination), payroll and tax accounting
 Accounts receivable/Accounts payable
 Complex contract and office form development
 Advertising and promotion campaigns
February 1993—April 1993
Davis-Belknap International Production, 1001 W. Euless Blvd., Suite 402, Euless, TX 76040. (817) 685-8315
Chief Operating Officer
Responsibilities:
 Managed/Supervised 11 employees and agent training
 Accounts receivable
 Complex contract and office form development
 Talent file maintenance, talent booking agent, and promotional campaigns
 Human resources (hiring and termination)
October 1988—February 1993
Dolly Richards Promotions, Odessa, TX.
Co-Owner
Responsibilities:
 Talent booking agent and promotional campaigns
 Payroll accounting
 Management reporting
September 1986—October 1988
Sears Roebuck and Company, Midland, TX.
Assistant Visual Merchandising Manager
Responsibilities:
 Managed/Supervised 1 additional employee
 Floor plan development and major marketing campaigns
 Open display planning and construction
January 1985—September 1986
Burger King, San Angelo and Midland, TX
Shift Supervisor
Responsibility:
 Managed/Supervised 5-12 employees, as well as hiring and terminations
 Time keeping and payroll
 Inventory and budget
Education
Almeda University, Boise, Idaho. Bachelor of Business Administration with a major in Training and Development, November 2008.
Aladdin Beauty College, Odessa, Texas. Graduated with Diploma in Cosmetology, March 1990.
Midland Junior College, Midland, Texas. Completed 32 hours Last attended Spring semester 1987.
Irion County I.S.D. High School, Mertzon, Texas. Graduated 1985, with honors, 3rd in class.
Eagle Scout-1984