Ben Wanstrath Email & Phone Number

• Launched first commercial product - interviewed candidates, built departmental workflows, and consulted on vendor selection. • Prioritize tasks and delegate cases to ensure daily operations run smoothly.• Collaborated within a matrix environment as a liaison between: Customer Service, Commercial Operations, Sales, IT and others.• Promoted from CSR - CSR II - Sr. - Team Lead in 2 year period. • Improved workflow YoY - 36% more accounts onboarded. 450% increase in speed per setup. 237% caseload increase.• Own onboarding end-to-end identifying process improvements.• Identified software issues working directly with engineers to facilitate fixes.

Process Improvement:• Assess Salesforce platform to optimize configuration, customization, and integration to align with business goals as a core team member. • 50+ stories submitted in JIRA suggesting improvements. • Understand pain points across account onboarding, systems integration, and user experience workflows.• Serve as a core team member representing accounts within Commercial Operations meetings.Accounts SME - Account Admin:• Primary point of contact for account-related inquiries.• Offer feasibility analysis and technical guidance for account onboarding and management.Sales Support:• Train multiple teams and individuals on specialized account onboarding processes. • Resolve escalated cases and manage large-scale health system setups.Developer/Software Support:• Facilitate bulk updates and synchronization between lab software (LIMS) and Salesforce.• Advocate for account teams in software improvement discussions and bug resolutions.SOPs:• Develop and maintain Standard Operating Procedures (SOPs) in Confluence.Chatbot (Intercom):• Setup initial chatbot workflow. • Administer chatbot functionality, ensuring effective support and user engagement.• Implement best practices and support internal users.Customer Service:• Expertise in managing inbound and outbound customer service processes.Qualifications:• Proven experience in customer success, account management, and operations roles.• Strong analytical skills with the ability to identify process improvements.• Technical proficiency, particularly in Salesforce, LIMS, and other relevant platforms.• Excellent communication and problem-solving abilities.

• Maintained publications utilizing Microsoft Office and Adobe Acrobat.• Established patient record database - 15,000 patient encounters annually.• Experienced in over-the-phone and email customer support solving logistical related issues.• Supported laboratory functions including: receivables, inventory management, sample integrity, as well as upkeep.

Cincinnati, Ohio, United States

• Applied marketing funnel techniques, focusing on client engagement through periodicals, infographics and requisitions (B2B & B2C).• Created, managed, distributed, and archived digital assets with external vendors and internal departments.• Collaborated with graphic design, web development, and divisional labs with exposure to channel management and SEO.• Collected, organized, and mailed promotional materials to hundreds of physicians quarterly. • Responded to frequent updates of physical assets using holistic marketing.