Benjamin Damus Email & Phone Number

United States

Atlanta, Ga

- Selected for a 12-month secondment to drive performance insights and analytics for Delta Sync seatback, Delta's next-generation in-flight entertainment system that allows customers to connect their seatback screen and SkyMiles account for a personalized experience

Atlanta, Georgia, United States

- Led Million Miler in-the-Moment customer recognition workstreams, collaborating with IT, Loyalty, ACS and IFS developers, stakeholders, leaders and comms teams, enabling frontline agents to exceed targeted recognition rate- Organize Individual Contributor (IC) Influence Committee Lunch with Leaders and IC Connection programs- Coordinate employee volunteers for Behind the Wings, supporting during peak times at ATL and JFK airports

Atlanta, Georgia, United States

- Delivered executive-level guidance on Transatlantic, Transpacific, and Latin American Net Promoter Score (NPS) by collaborating with 10+ cross-divisional teams to inform strategic commercial and operational business decisions- Developed and communicated insights around Customer Experience (CX) performance, reporting to the Director of Experience Insight during the reintegration of Delta’s international operation in early 2022- Curated 30+ weekly video compilations with Voice of the Customer recordings for the improvement of Delta FlyReady digital document verification and international CX during check-in, boarding, employee interaction, and service failures- Lead the CI DE&I committee; Member of ADELANTE, EQUAL, FUSION, GENGAGE Business Resource Groups

Atlanta, Georgia, United States

- Developed a unified PS order assurance report structure, identifying to NCR executives multi-million-dollar opportunities for recurring revenue expansion in alignment with enterprise-wide initiatives for business conversion and growth- Responsible for interviewing and selecting 6 Business Operations university hires and 5 interns, serving as a new-hire mentor, assisting with prospective hire career fairs, information sessions and presentations

Atlanta, Georgia, United States

- Replaced legacy offline reports with Power BI dashboards to automate and widely distribute Professional Services (PS) project performance metrics, resulting in delivery improvements and increased KPI visibility for thousands of projects- Created business continuity plans with lab access, asset relocation and site utilization tracking protocols for PS offices in 55 countries to prevent interruption to customers’ testing, implementation or development and maintain employee safety- Collected and verified submissions for incentive plan compensation and recognition of 4,000+ resources worldwide- Managed the global PS customer satisfaction program, Net Promoter Score and surveying of all customer projects

Atlanta, Georgia, United States

- Worked with a Fortune 10 telecommunications company, implementing compliance measures to save the company ~$75BN in fines in preparation for the California Consumer Privacy Act (CCPA)- Provided ad hoc reporting to firm and client leadership teams, identifying business units needing further evaluation and recommending additional CCPA compliance solutions- Utilized data cleansing and survey management technologies including Alteryx and Verint to track engagement progress and updates

Atlanta, Georgia, United States

- Constructed, analyzed and presented Tableau dashboards for flight schedule and fleet optimization, allowing senior management teams to easily identify opportunities for improvement and effectively allocate resources- Developed eight internal Microsoft SharePoint sites and PowerApps, providing comprehensive and easy-to-maintain record keeping across multiple teams in airline planning, maintenance and regulatory compliance departments - Managed the migration and training of over 100 employees to a new cloud-based Microsoft SharePoint environment; led multiple workshops and one-on-one trainings to ensure that associates were successfully transitioned from legacy processes to new applications

- Earned three fully-vested years of 1,000+ hours of service while balancing an International Baccalaureate Diploma secondary education - Was responsible for maintaining all on-hand cash and assets during daily operations, often in excess of $100,000 - Coordinated the scheduling and management of over 30 associates, enhancing cross-departmental communication

Bachelor Of Science (B.S.), Business Administration, Information Technology Management

Activities and Societies: Ramblin' Reck Club, Reck Driver (2019), New Member Educator (2018), Member at Large (2017); Wreck Camp, New.

International Baccalaureate Diploma

Activities and Societies: National Honor Society, President; Athletic Leadership Council, President; Best Buddies International.