Tony Benincasa Email and Phone Number

Manages a team of 9 direct reports who support customers in Spanish. Encourages short-term goal setting of team members to foster continued growth within their role. Builds and maintains employee chat support schedule to provide the highest availability of customer service in accordance with historical traffic data. Analyzes opportunities for improved launch documentation based on previous launches and improves future documentation based on insights provided by a cross-functional benefits team. Facilitates technical problem resolution for team members by closely collaborating with IT teams and testing the proposed solutions.

Manages a team of 9 direct reports. Encourages short-term goal setting of team members to foster continued growth within their role. Builds and maintains employee chat support schedule to provide the highest availability of customer service in accordance with historical traffic data. Analyzes opportunities for improved launch documentation based on previous launches and improves future documentation based on insights provided by a cross-functional benefits team. Facilitates technical problem resolution for team members by closely collaborating with IT teams and testing the proposed solutions.

Lead onboarding for new hires. Peer liaison for 7 team members to consult before escalating concerns to management. Designed and scaled telephone processes to handle 100% of call volume. Built the call center team with processes that have scaled from handling 30 calls per week to 100 calls per day.

Defined the role of the Bilingual Operations Specialist at the company.Built bilingual support workflow that guides interactions with Spanish Speaking students and families. Created documentation for incoming specialists.Built a help center that has serviced 1000+ Spanish-speaking users that had not previously been served by the platform.Created an automated process to track the Spanish Speaking student population traffic in order to better anticipate necessary support availability.

Handled customer escalations before they were escalated to upper management. Oversaw and authorized transactions between customers and associates; handled deposits and online orders. Delegated roles and responsibilities related to the operations of the store to a team of up to six members.Opening/closure of storefront.