Ben P Roberts Email & Phone Number

Utilizing a “Player-Coach” mindset I am responsible for leading my Team of support professionals and delivering quality high level customer support services. I guide our support Team to success with our Customer facing ticketing system, as well as actively facilitate solutions to internal needs for Sales as well as non-support issue based customizations in Customer Orgs brought to me by our Customer Success Team.• Troubleshooting advanced customer issues, identify and address the root cause, and work with our internal engineering team to get the resolution if necessary• Focusing on the most simple resolution (MVP) that provides the best time to value for the customer• Leveraging proprietary TaskRay features as well as Salesforce customization such as Flow, Permission Sets, and Sites to deliver a great User Experience• Partner with Teammates to conduct Discovery sessions to identify customer needs with regard to our Product• With “TaskRay Academy” development team, we are creating training modules for our customers to build their understanding of TaskRay from a User standpoint, Administrator, and Project Manager Use Case

I partner with external Teams to implement solutions that streamline processes. Often this is through offering 1:1 Support to work through a specific bottleneck, as well as presenting an overall strategy for implementation and training. Our customers' success is my focus. How I do it:• Troubleshooting customer issues, identify and address the root cause, and work with our internal engineering team to get the resolution if necessary• Focusing on the most simple resolution (MVP) that provides the best time to value for the customer• Build, develop, and grow relationships with users and other stakeholders• Leveraging proprietary TaskRay features as well as Salesforce customization such as Flow, Permission Sets, and Sites to deliver a great User Experience• Demonstrating the ability to research, document, and prioritize issues, leveraging internal tools, escalating to internal teams as necessary, and prioritizing and managing time effectively• Provide Level II support for escalations and ensure SLAs are maintained• Partner with Teammates to conduct Discovery sessions to identify customer needs with regard to our Product • With Teammates create knowledge base documentation, as well as training material to facilitate customer adoption and proficiency• Managing dynamic workload and performing effectively through strong time management skills

I conducted discovery and built Salesforce Solutions to business problems for Continuous Improvement Clients with a Team of Developers, Architects, and Consultants. My daily activities included:• Developing Solution Design Documents for documentation of enhancements such as building Flows and other automation, Email Alerts and Templates, and Reports and Dashboards for customer confirmation and project planning• Partnering with stakeholders to determine what processes are important to continue, where improvements can be implemented, and what new experiences Vicasso can offer• Implementing Salesforce platform enhancements by applying its strengths towards process improvement to achieve the customer’s desired business results • Taking initiative to perform work that may evolve outside of current scope• Maintaining dialog with users to showcase new innovations as they are developed• Actively sharing knowledge with my peers or other team members and asking questions to clarify

Northern New England

I have converted over 100 businesses from their current processes to tailored software that optimizes new, more efficient business processes by:• Leveraging Salesforce Sales Cloud with Conga and DocuSign to organize and manage the sales life cycle for hundreds of unique accounts throughout my territory• Partnering with stakeholders to determine what processes are important to continue, where improvements can be implemented, and what new experiences NAPA TRACS can offer• Implementing NAPA TRACS Shop Management Software by applying its strengths towards process improvement to achieve the customer’s discovered desired business results • Furthering adoption of advanced software functions for management decisions• Maintaining dialog with users to showcase new innovations as they are developed• Managing connections with non-user stakeholders to provide support that impacts customer engagement

Maine

Promotional development and implementation for a very competitive Brakes and Undercar Aftermarket Parts market in Southern Maine. Included training, sales support, customer success, and account management.• Energized enthusiasm for NAPA parts with shop owners and decision makers to grow market share and develop trust in our Brand by delivering “Go-To-Guy” support for Sales and Technical opportunities • Developed and led sales promotions that were implemented at the Regional Level, Locally focused, or customized to one specific customer• Created, planned, and executed day long or evening technical training seminars with National Vendors’ Subject Matter Experts for NAPA employees as well as customers • Partnered with small business owners to drive Sales Growth within a territory of nearly $18 Million in sales annually

Maine

Promotions, sales, and inventory support for over 80 industry-leading auto parts stores in Maine, New Hampshire, and Vermont • Championed and marketed sales promotions and training and development seminars for Store Personnel and Outside Salespeople• Cultivated partnerships with NAPA Store Owners, Managers, Salespeople, and shop personnel • Partnered with stakeholders to grow sales within a territory of nearly $20 Million in sales annually• Achieved Sales Quota 3 of 5 years as District Sales Manager and inducted into President’s Club for 2015

Napa Maine

Inventory control, sales promotion responsibility, and personnel management for Company Owned Store Operation in Portland and other towns in Southern Maine.• Managed my approach for coaching, marketing, and operations to implement the strategic direction for multi-million dollar a year business• Tasked to motivate and monitor my team of 15 with an atmosphere of passionate ownership and achievement• Forecasted annual performance and adjusted strategies to business dynamics• Achieved Sales Quota 5 of my 8 years as a Store Manager, including Triple Crown benchmarks of Sales, Profit, and Inventory Turn 3 times

Salesforce Administrator, Salesforce Administrator

Salesforce Admin Certification effective June 2020

Mechanical Engineering Technology

Automobile/Automotive Mechanics Technology/Technician