Benjamin Ly Email & Phone Number

Los Angeles, California, US

• Launched & Manage Company-wide data through Zendesk Sell and Zendesk Support
• Cultivated relationships with vendors while overseeing materials and inventory management
• Greatly contributed and supported a 10x growth process within 2 years.
• Implemented multiple CRMs from A to Z to create data-driven processes and provide an analytics toolbox, including but not limited to Zendesk Sell, Zendesk Support, SalesForce Field Service, and NetSuite.
• Scaled fulfillment operations from 2 states and to over 35 states. Daily operations include: Supplier management, inventory management and creating NPS metrics for customer experience follow-up.
• Conducted strategic operational research to identify new opportunities in order to reach scalability and profitability, collaborating with the finance department on budgets to maximize gross margins and reduce costs.

Los Angeles, California, US

• Transformed processes that meet company strategy & ensure federal compliance & conduct QA of processes
• Optimized efficiency and reduce barriers in SOP execution decreasing turnaround time by 30%
• Led a team of 30 from hiring to onboarding to performance management decreasing COG by 25%
• Establish & Maintain Implementation of Support team KPIs, OKRs, SLAs

Los Angeles, California, US