Ben Delaurier Email & Phone Number

Manor, Tx, Us

Austin, Tx, Us

Responsible for Buffalo Americas' Support and IT Strategy, Execution and Maintenance. - Identified IT needs and deficiencies as related to all areas of Buffalo Americas' operations.- Discovered and Documented many undocumented systems to bring them up to date and enable management of outages- Migrated Physical Server Environment to Virtual environment- Moved on-premises servers to colocation for physical security and utility reliability- Migrated Legacy ERP to new servers from EOL OSes- Implemented Salesforce as the Support CRM to unify Sales / Support data and improve customer and company outcomes- Managed the aspect of moving to a WFH environment for all aspects of Buffalo Americas' operations, including IT resources, secure remote access, phones, collaboration and remote support of hardware- Built processes in Salesforce to improve Sales reporting and approval processes, enabling Sales management to develop sales KPIs

Austin, Tx, Us

Responsible for Buffalo Americas' Support Strategy and Execution

Austin, Tx, Us

Responsible for Execution of Buffalo Americas' support strategy.- Successfully moved support team from previous support vendor to a new one.- Implemented a new CRM along with integrations with automation of RMA process- Implemented a suite of KPIs including Customer Satisfaction surveys, Service levels, and cost estimates- Built a 2-level support model for a rapidly changing customer base to focus on Technical Excellence- Defined support scope to manage expectations- Worked closely with the sales team to manage and prevent escalations from high-value customers

Irvine, Ca, Us

Managed team of administrators to provide internal and external documentation for support teams regionally and globally. Documented new product launches and prepared support staff to provide service and support. Managed localization resources to provide external communications in three languages in the Americas.• Implemented global project process using PMI methodologies that assured global alignment and readiness for product and service launches, improving content and policy delivery from ‘as needed’ to a minimum of one week in advance of major launches.• Coordinated multiple global resources to provide full suite of product readiness documentation that improved internal efficiency with customer contacts and prevented contacts through proactive communications.• Designed and implemented processes that improved the determination and delivery of policy changes and clarifications from once a quarter to weekly.

Irvine, Ca, Us

Managed a team of specialists to respond to customer contacts via mail and chat. Managed performance metrics and created coaching plans to improve efficiency and customer satisfaction.• Created an initial stack rank system that enabled managers to compare performance of representatives and identify areas of both opportunity and strengths.• Led team to number 1 in customer satisfaction for the year by thorough reviews of each team member’s outputs and building individualized coaching plans designed to produce results, and sharing best practices.

Round Rock, Texas, Us

Managed a team of technicians to provide advanced contact center services to external customers. • Developed a set of performance indicators to show inter- and intraday team effectiveness and automated their reporting to stakeholders.• Developed an OLA, or internal service agreement, that clearly defined existing processes, their scope, and expected outputs, for a Fortune 50 account. This reduced escalations over ticket processing speeds from ~3 a day to ~1 a week.• Documented previously unrecorded processes that caused confusion as to what the proper action to assist external customers was, resulting in a lowering of handle time business-wide by ~20 seconds.• Built an escalations management process that clearly defined responsibility for resolving kinds of dissatisfiers and produce root cause data to determine where to focus process improvements.

Round Rock, Texas, Us

Managed a team of dispatchers and back office processes that revolved around ensuring quality part orders for warranty replacements.• Standardized team performance into measurable performance indicators and then improved them; specifically, time to respond to queued tickets from 4 hours to 1 hour, and missed cutoff times from 61% to between 2 and 6%.• Completely removed second level review of junior tech dispatches, showing no significant gain from those reviews and saving ~15% of dispatches that failed to the next day.• Tracked workflow arrival patterns to staff appropriately for 24-7 operations, including international rush timeframes, for support to military computers in the Middle East.

Round Rock, Texas, Us

Provided Level 2 Support for 25 front-line technicians.• Trained, coached, and assisted technicians with difficult issues resulting in leading team to number 1 in overall stack rankings for 12 weeks running in quality and efficiency.• Improved departmental dispatch approval policies, reducing handle time by ~2 minutes and reducing artificial delays for customers and technicians without reducing quality.• Improved departmental dispatch behavior reducing dispatch defects from 14% to 10%.

Round Rock, Texas, Us

Offered Level 1 Technical Support for customer issues, advanced troubleshooting for Hardware and Software issues. Demonstrated advanced knowledge of Dell computers and parts. Defused customer escalations.