Benjamin Powderly Email & Phone Number

United States

Atlanta, Georgia, United States

• Lead 4 teams including 4 direct reports and 20 total headcount - Customer Service, Professional Services, Implementation, and an offshore team• Primary focus on operational structure, sustainability, and scalability• Increased capacity through focusing scope for individual teams and aligning roles and responsibilities• Improved turnaround and accuracy within implementations via product enhancements to reduced manual processes• Improved onboarding costs through standardizing processes and developing customer reference materials• Drove service standardization to improve turnaround times, align internal & external expectations, and identify professional services opportunities• Developed customer support processes for efficient ticket processing - FAQs, customer segmentation, defined escalation paths, and documented triage processes• Direct collaboration with Product to coordinate efforts on user satisfaction and customer engagement within the platform• Served as escalation point for customer inquiries and contract questions, amendments, and renewals• Drove best practices within accounts receivable and account renewals• Development of resource models to ensure opex alignment with projected growth• Created internal reference materials and process docs to reduce single points of failure for customer support teams, configuration team, and implementation processes

Atlanta, Georgia, United States

Alpharetta, Georgia, United States

• Responsible for the operational excellence, state compliance, and customer satisfaction of 3 senior living properties: Village Park Milton, Village Park Alpharetta, and Village Park Peachtree Corners• Mentor executive directors and management teams through initiatives to improve employee onboarding, retention, recognition, performance and compensation reviews• Drive individual empowerment and accountability through improved communications, developing training programs, and identifying tools necessary to succeed • Drive customer satisfaction through on-site interactions, developing feedback avenues, and improved communications from each property and corporate• Cultivate a variety of vendor relationships including food services, grounds keeping, emergency contractors, building maintenance and construction, and healthcare services • Develop community relationships to drive mutually beneficial opportunities and new marketing avenues

Greater Atlanta Area

Oversaw provider managed services and customer success teams to provide full value and growth to subscribed services and products. Developed and drove efficient service-oriented teams to increase customer satisfaction, brand recognition, and margins.Ensured cross functional collaboration to create efficient business processes, align goals, and employee satisfaction. Maintained implementation and service goals within a rapidly growing customer base.

Greater Atlanta Area

Managed Services: Responsible for managing the GHX Managed Services team as we grow services to improve automation, efficiency, and accuracy in the healthcare supply chain. Developing processes to ensure offerings are met, scalable, and sustainable. Implement tracking to provide oversight to program adoption by all parties thus providing full value to the customer. Vendormate Supplier Customer Success Management: Responsible for managing the Vendormate Credentialing Supplier Customer Success Management Team to encourage vendor compliance, cultivate relationships, and oversee timely renewals. Provide training on premium offerings for vendor credentialing programs to ease credentialing and by maintaining compliance. Responsible for streamlining processes within account management to increase productivity and customer satisfaction.

Atlanta, Ga

Responsible for managing the supplier Customer Success Management Team to cultivate relationships with Supplier customers. Ongoing management of the credentialing programs for suppliers who utilize Vendormate Supplier premium products. Responsible for streamlining processes within account management to increase productivity and customer satisfaction.

Atlanta, Ga

- Main point of contact for assigned accounts to provide exceptional service.- Provide information and training to customer account administrators to effectively develop their credentialing program. - Ensure seamless renewals of corporate account contracts.- Proactively reach out to customers to demonstrate the value of the existing product and premium offerings. - Document customer trends using SalesForce to identify issues and opportunities. - Liaison for the Vendor Solutions department with the Credentialing Department.

- Assisted Account Managers in executing multiple simultaneous projects.- Assisted Account Managers in maintaining vendor accounts.- Completed annual contract renewals for assigned vendor accounts. - Main point of contact for premium account administrators to assist them with their credentialing needs.- Performed product setup and configuration required for new vendor accounts.- Assisted in updating training materials for new Account Managers.- Acted as the liaison for the Vendor Services team for office renovations.- Acted as the liaison for the Vendor Services Account Managers with the Credentialing Department.

Cobb County, Ga

• Managed a caseload averaging sixty high profile probationers according to Superior Court orders.• Participated in special joint operations with Atlanta Police, Georgia Bureau of Investigation, Cobb Sheriff, U.S. Marshals, and other law enforcement agencies.• Supervised probationers through office, collateral, and home/field contacts.• Effectively ensured compliance along with Standard Operating Procedures and State Guidelines.• Created relationships with supporting law enforcement agencies to coordinate our efforts and resources to deter and detect crime.• Participated in specialized units to create avenues to efficiently enforce Court orders.

Bachelor Of Science, Criminal Justice – Forensic Behavioral Sciences

Activities and Societies: Delta Tau Delta International Fraternity - Iota Theta Chapter* Membership Education/Guide Chairman 2005-2008.

Education record

Activities and Societies: Student Ambassador, Latin Club, Track and Field, Cross Country, Basketball