Ben Herchson Email & Phone Number

Boston, MA

• Created and implemented policies ensuring positive customer experience while minimizing resolution cost, including warranty claims, returns, and replacement parts.
• Developed a consistent visual brand through social media content and advertising imagery.
• Investigated and analyzed new product issues, train team members on resolution.
• Advocated for customers in coordination with Production and Engineering teams.
• Identified customer education opportunities and create relevant site content (blog posts, FAQ).

Woburn, MA

• Managed customer sales and support inquiries via phone, email, and social media.
• Optimized Support team processes and operations.
• Provided Production team with monthly actionable reporting on customer issues.
• Created and maintained internal knowledge base for Support team.

Boston, MA

• Improved customer experience by driving operational changes in supplier partners.
• Coordinated with internal teams (Category Management, Account Operations, Logistics) to build strategy across key product categories.
• Root-caused multiple types of product issues, based on performance data and customer reports.
• Provided supplier partners with actionable insight into product issues.
• Created best-in-class packaging guides for a broad range of product types.
• Researched products and packaging via supplier warehouse visits and product sample review.

Cambridge, MA

• Acted as primary contact for escalated conflicts between two groups of end users.
• Proactively identified risky accounts and potential points of conflict.
• Coordinated with partner payment processor: resolved payment-related incidents, advocated for needs of end users.
• Managed team responsible for addressing majority of inbound support requests via email and online chat.
• Onboarded new team members.
• Evaluated group and individual performance metrics and coached team members on performance.

• Responded to general support requests from two groups of end users.
• Mediated Trust and Safety issues and escalated conflicts between end users.
• Investigated and reported technical issues, friction points, potential improvements for resolution by Product and Engineering teams.
• Advised team members on case-by-case incident resolution.

Newtonville, MA

• Oversaw completion of daily tasks and maintaining quality of customer service.
• Prepared and served premium coffee and tea drinks.
• Maintained organized and sanitary work areas.
• Restocked supplies and retail products.
• Recommended retail products to customers.

Woburn, MA

• Efficiently performed a range of assembly and order fulfillment tasks
• Coordinated tasks with other team members to meet production goals

Bethlehem, PA

• Contributed to and edited a digital database of vintage photographic prints from multiple series
• Verified and edited data from photographic prints and museum/gallery records

Easton, PA

• Developed and implemented plan to organize collection of vintage photographic negatives
• Produced high-resolution scans from photographic negatives
• Edited and developed workflows for digital imageshttp://www.skoogfors.com

Easton, PA

• Set up equipment for in-studio and on-location photo shoots
• Organized and edited digital images
• Developed workflows for digital imageshttp://www.edeckstein.com

• Assisted maintenance manager with maintenance of farm structures and equipment, landscaping projects, care and feeding of farm animalshttp://www.larryfinkphotography.com

Martin's Creek, PA

• Maintained studio organization
• Communicated with galleries and clients
• Created archival inkjet prints
• Edited digital imageshttp://www.larryfinkphotography.com

• Organized and catalogued vintage photographic print archive, assisted with digital printinghttp://www.larryfinkphotography.com

• Independently designed ads for print and web
• Assisted graphic design team with advertising projects
• Assisted in creation of company promotional materials
• Participated in sales meetings with clientshttp://www.pgcinc.com

Bachelor Of Arts, Studio Art

Activities and Societies: • President, Lafayette Association of Visual Artists, 2011-2012 • Organizer/Advertising Team Member, Lafayette.

High School Degree