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.
• 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.
• 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

• 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

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

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