Benjamin Persitz Email & Phone Number

Portland, Oregon, United States

Responsible for translating enterprise client business goals and objectives into bespoke, yet scalable technical strategies including: dedicated technical support, program design, complex data integrations, best practice consultation, documentation/playbook creation, custom development/platform extension, quality assurance and implementation.Served as client's trusted technical advisor, and acted as the voice of the customer while leading cross-functional communication with Product Management, Engineering, and Support to address technical issues, product feedback, and customer focused feature development.Analyzed client technical stack and implementation strategies to find opportunities for efficiency gains and automation, in order to drive greater value realization and shorter time to value.

Led and scaled the support and professional services development functions as a player coach, reporting to the SVP of Customer Success, with direct reports at the manager and team lead level. Responsibilities included: architecture and implementation of overall support and professional services strategy, staffing, process development and implementation, cross-functional collaboration with Product, Marketing, and Sales on go-to-market strategy, Zendesk administration, vendor and software management, training, technical escalations, KPI creation and management, collaboration with product Management and design for product extension requests, and proof of concept design for future product features.Achieved the following metrics during entire tenure: 99.9% SLA adherence, 99.2% on time ticket delivery for custom development requests, 1 hour average first reply time, 1.8 hour average reply time, and 2.2 ticket to resolution average. Created proprietary RITTES troubleshooting framework for Technical Support Specialists, resulting in better support outcomes, illustrated by average 93% CSAT score.Conceptualized and implemented live technical support chat program for customer events and end-users, leading to increased revenue generation and upsell opportunity, including 24/7 chat support and live day emergency internal and external escalation processes.Led creation and management of Customer Support development team responsible for addressing high impact customer issues. Team was responsible for collaborating with Quality Assurance and Engineering to identify, investigate, prioritize, and resolve high impact bugs and product issues during each sprint, ultimately driving higher CSAT and lower support ticket volume.

Vancouver, Washington, United States

Acted as a product expert to provide internal and external technical support to cross-functional teams, and end-users of the Hubb platform via Zendesk ticketing system.Created and updated internal and external documentation and knowledge base articles.Collaborated cross-functionally with Quality Assurance and Engineering to file product defects and perform bug testing

Vancouver, Washington

Responsible for day-to-day operations of retail and liquidation business with 10 employeesGrew sales from $600,000 annually to $1.5 million annually through waste reduction, improved inventory management, emphasis on quality control, social media marketing, and proper staff training.

Hillsboro, Oregon

Responsible for day to day operations of a Radioshack location including SOP adherence, execution of merchandising, marketing, and sales plans at the direction of the District Manager, staffing, training, coaching, and sales leadership.Led a team of 5 sales associates as the number 2 store in YOY sales volume growth in the district.

Vancouver,Wa

Meeting or exceeding daily, weekly, and monthly personal sales goals. Helping to lead the sales team. Training of new associates. Ensuring compliance with company standard operating procedures. Acting as store manager in the absence of the store manager.

Associate Of Arts (A.A.), 3.9

English