Benjamin Christopher Email & Phone Number

- Scaled the development of the Senior Customer Experience Coach role, driving the expansion of the Cx Coach program through the creation and ownership of key initiatives such as the Cx Coach stand up, Grow Room, Cx Coach 1:1s, and Shadowing, significantly enhancing the program’s impact on customer success.- Mentored and developed high-performing Customer Experience Coaches, improving team effectiveness and individual performance. Demonstrated by a POS QA score increase from 80.7% avg to 91.7% avg post implementation and focusing on professional development, including day-to-day management, work-life balance, executive presence, and refining the coaching voice.- Collaborated with the leadership team of our offshore support group to provide strategic guidance on coaching processes and quality assurance initiatives. Outlined best practices for coaching, developed comprehensive documentation, optimized the use of available tools, and provided mentorship to enhance coaching effectiveness, contributing to an increase in QA scores from 86.3% to 88.4%.- Recognized with the Dutchie's Award (Q2 2024) for outstanding contributions to customer experience excellence.

- Instrumental in shaping and launching the Cx Coach role, leveraging my expertise as a Support Representative II to influence program structure and success.- Collaborated with cross functional support team to provide strategic guidance on coaching processes and quality assurance initiatives. Outlined best practices for coaching, developed comprehensive documentation, optimized the use of available tools, and provided mentorship to enhance coaching effectiveness, contributing to an increase in QA scores from 74% to 89% during my mentorship time.- Led the cross-functional adaptation and rebranding of T2 Tips into Coaches Corner, improving knowledge sharing and boosting support team performance. Curated targeted content addressing team opportunities, including the creation of 9 instructional videos, and streamlined the content development process by implementing slide tools and templates for efficiency.- Component of the recruitment and selection process for frontline agents and Customer Experience Coaches, ensuring alignment with organizational goals and team performance standards.- Achieved Coach of the Quarter recognition four consecutive times (Q4 2022 – Q3 2023), highlighting consistent excellence in performance and leadership.

Remote

- Delivered elevated technical support to Tier 1 agents across Dutchie's E-Commerce platform, integrations, menu management, and POS/payment systems.- Implemented 1:1 coaching sessions and enhanced ticket dive processes, customizing these strategies ahead of Cx Coach adoption to ensure a tailored approach for future scalability and effectiveness.- Collaborated with key stakeholders to launch the Dutchie Voice initiative, driving enhancements in communication and feedback loops within the support team.- Played a critical role in adapting support organization practices during periods of rapid departmental change and scaling.

Remote

- Provide top tier technical support to Admins for Dutchie E-Commerce platform, Integrations, Menu management, and POS/Payment systems. - Partnered with Training team to revamp and right size call training process and documentation.- Lead the team in inbound ticket volume via chat, email, and phone. - Work closely with Implementation Strategists, Customer Success Managers, and Product Support Engineers to communicate and troubleshoot nuanced and complex issues with Admins.

San Francisco Bay Area

- Scaled business relationships with accounts through interpersonal communication and a data driven approach to account management- Built and maintained key department SOP- Took lead on a critical keg retrieval project and built a systematic process for list maintenance- Optimized account routing for efficiency and flexibility

San Francisco Bay Area

- Maintain store sets for sales efficiency, accuracy and ensuring all beer is in code- Support sales team through exceptional communication, acquiring additional floor placements, and placing orders - Optimized account routing for efficiency and flexibility

San Francisco, California

- Manage Player Insights across multiple mobile apps via in game surveys, NPS, and player interviews, partner with Product Managers to gather insights for competitive analysis, player voice, marketing strategies, and development of new apps - Curate company wide Player Voice newsletter, providing qualitative analysis and reporting- Ideate, build, and manage marketing campaigns via in-game CRM, email, a2u, push notifications, and in app messaging for premium players- Product Owner of Private Catalog for multiple apps, oversee all Marketing and Reporting, optimize product to specific player segmentation- Identify and target specific player segmentation for marketing engagement, retention, and re-engagement.

San Francisco

- Provide a curated experience for VIP Players across multiple top-rated social/mobile casino apps though personalized communication- Ideate, build, and manage marketing campaigns via in-game CRM, email, a2u, push notifications, and in app messaging for premium players- Owner of Player Insights across multiple mobile apps via in game surveys, NPS, and player interviews, partnered with Product Managers to gather insights for competitive analysis, player voice, marketing strategies, and development of new apps - Product Owner of Private Catalog for multiple apps, oversee all Marketing and Reporting, optimize product to specific player segmentation

San Francisco Bay Area

Top revenue generating sales associate company wide in 2014 as well as 2015. Was promoted to Lead Sales Advisor for sales excellence and leadership. Chosen by Myagi PTY to consult on a panel for sales training. Responsibilities include: Training and managing new hires, creating and implementing new sales techniques and communication skills. Closing and opening store. Managing a team of employees to help them achieve their weekly and monthly sales goals. Achieve personal weekly and monthly sales goals. Provide excellent customer service as well as provide knowledge and information to provide the appropriate fit for the customer. As Social Media Ambassador: Part of a team that provides content for the company Twitter, Instagram, and Facebook accounts. At the store level, as well as company related events.

Sacramento, California Area

Personalized customer interaction with products and services to meet their individual needs. Strategized with leadership to achieve personal and department level goals. Assisted customers with high dollar deposits and withdrawals. Audited transactions to meet department standards for cash handling.

Sacramento, California Area

Sacramento, California Area

Enhanced client’s relations with the bank by offering tailored account packages to meet their financial objectives. Provided hands on sales training and regulation implementation, in the banker training process. Assisted clients with account issues. Implemented new and improved practices to streamline the business and enhance customer relations.

Sacramento, California Area

Business

Activities and Societies: Cycling, Music Studied Business, and Worked full time at Wells Fargo.

Diploma, General

Activities and Societies: Music, Art, Golf. Participated in state ranked Golf team, earned an individual rank as 3rd in region, general.