Benjamin Stuart
Los Angeles
Summary
Experienced leader with an ownership mentality. Bringing over 8 years of quality performance in customer support supervisory roles. Experience wearing multiple hats for technology companies related to business operations. Strong attention to detail, effective communication skills with a solid history of tackling diverse and challenging requirements. Well-versed in identifying operational inefficiencies with experience implementing process improvements. Solution based mindset with a take action approach.
Overview
11
11
years of professional experience
Work History
Client Support Leader
Specialist Direct Inc.
07.2023 - Current
- Identified opportunities for process improvements, driving increased efficiency and reducing response times.
- Collaborated closely with cross-functional teams for seamless service delivery.
- Conducted thorough root cause analyses to pinpoint recurring issues and develop targeted solutions.
- Handled escalated cases effectively, demonstrating empathy and professionalism while resolving complex issues.
- Maintained detailed records of client interactions for easy reference during future engagements or escalations.
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Updated reports, managed accounts, and generated reports for company database.
- Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
- Interviewed, recruited and onboarded new staff for high-performing administration teams.
Customer Experience Manager
Inhale Health
08.2020 - Current
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Drove new business by acquiring new clients and expanding new and existing relationships.
Customer Experience Leader
Therabody Inc.
02.2019 - 03.2020
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Maintained extensive knowledge of company products to recommend items that aligned with customer needs.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
- Applied customer feedback to develop process improvements and support long-term business needs.
Operations Lead
HONK Technologies Inc.
06.2016 - 12.2018
- Performed quality control and monitored production efforts.
- Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices.
- Oversaw problem resolution to address barriers to operational efficiency.
- Performed root cause analysis in deficient areas to identify and resolve central issues.
- Aided in over 300 jobs daily, providing recommendations for issue specific circumstances. Utilizing logistics and research to resolve intense, high stress situations.
- Communicate with dispatchers personnel to provide information about situation, to arrange logistics of complicated situations.
Administrative Assistant
Creative Artists Agency, CAA
08.2014 - 04.2016
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Scheduled office meetings and client appointments for team of over 500 executives.
- Coached new employees on administrative procedures, company policies and performance standards.
- Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks.
- Established positive working relationships with colleagues, manager and customers through regular communication and effective anticipation of needs.
Education
Bachelor of Science - Urban And Regional Planning
California Polytechnic University of Pomona
Pomona, CA06.2014
Skills
- Team Leadership
- Personnel training and development
- Inter-department collaboration
- Qualitative problem solving
- Scheduling and calendar management
- Versatile Troubleshooting
- Training and coaching
- Policy Implementation
- Performance Evaluations
- HR collaboration
Timeline
Client Support Leader
Specialist Direct Inc.
07.2023 - Current
Customer Experience Manager
Inhale Health
08.2020 - Current
Customer Experience Leader
Therabody Inc.
02.2019 - 03.2020
Operations Lead
HONK Technologies Inc.
06.2016 - 12.2018
Administrative Assistant
Creative Artists Agency, CAA
08.2014 - 04.2016
Bachelor of Science - Urban And Regional Planning
California Polytechnic University of Pomona
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