Benjamin Quick Email & Phone Number

Boston, Ma, Us

Boston, Massachusetts, Us

Created and scaled Dispatch and Technical Support operations into a national model for Starry Internet during a period of 12,500% business growth. Promoted three times while maintaining 100% employee retention over a 6-year period.Led the design, implementation and organization wide-training of Field Service Lightning as a Salesforce administrator, resulting in a 70% reduction in vehicle drive-time and 30% increase in technician utilization.Developed customer facing processes and communication for Dispatchers, Technical Support Representatives and Field Technicians contributing to an industry leading NPS Score.Designed tools that reduced the need for technical support during customer installations by over 95%, eliminating the need to hire new support agents during a period of 4x growth in work volume.

Boston, Massachusetts, Us

Led the creation of a National Technical Support team, focusing on customer escalations and technical troubleshooting. Developed and documented troubleshooting processes for supporting Starry Internet Installers to resolve connectivity and speed issues. Created and enforced technical standards for Starry Internet Installers to ensure stability and performance for customer internet connections, including specific performance measurements and work order documentation requirements.Expanded the technical team to oversee direct customer troubleshooting for all customers with network connectivity or speed issues through SSH over command line, PRTG and multiple proprietary network monitoring tools. Designed and implemented a no-code decision-tree solution for customer offline troubleshooting that reduced offline escalations by 20%.Developed and implemented root cause reporting for customer service visits by designed a post appointment survey process and trainings for all Starry technicians to gather business intelligence for common customer issues and resolutions.Worked cross-functionally with network engineers and network operations leadership to establish and continuously refine concise SOPs when investigating network performance, including issue diagnosis, proper escalation pathways, resolution tracking and customer facing communication. Developed product requirements for remote management of customer router settings using TR-069 protocol leading to a direct decrease in the rate of customer service visits. Hired, trained and managed employees for the team. Worked continuously to coach and develop technical skillsets, creating a pipeline of talent through which Network Operations continuously promoted from for both network support and management positions.

Boston, Massachusetts, Us

Expanded market by market Dispatch coverage into a national model able to efficiently support all Starry Field Technicians. Hired, trained and managed Starry Dispatchers nationally while continuously adapting organizational structure in response to exponential company growth. Guided the expansion of Starry Internet into new markets by working directly with market leadership to develop and unify best practices and SOPs for Field Technicians. Utilized reporting tools from multiple interfaces such as Looker, Salesforce Reports and Zendesk Analytics to create critical dashboards and performance metrics. Worked directly with data engineering to develop and maintain KPIs for Field Technicians across markets by meeting monthly with market leadership to drive continuous improvement, resulting in a 30% improvement in installer efficiency.

Boston, Massachusetts, Us

Hired as Starry's first Dispatcher and began the role with no prior Telecommunications experience. Developed daily routine of the position, learned the Internet Service Provider Industry by working directly with Technicians and Network Engineers both remotely and in the field. Designed a standardized Property Information Checklist utilized by installation team members to track necessary contact, access and equipment information about Starry serviced locations. This form was rapidly expanded and adopted by all Starry field teams as a vital and critical source of information.Developed best practices for capacity management, work assignment and daily installer oversight. Created training materials for future dispatchers and for market leadership and installers around Dispatch operations and SOPs.Created all customer facing written and phone communication from Dispatch using Zendesk and Brightpattern as a Zendesk Administrator.Promoted to National Dispatch Manager July 2018 to support Starry's expansion into multiple markets.

Co-founder and co-owner of Comedy Party LLC, a company dedicated to producing stand up comedy events in and around greater Boston. Since 2017, Comedy Party has produced hundreds of shows at dozens of unique venues across New England. I am responsible for all legal and financial obligations of the business, including our tax requirements, payroll, budgets and business operating agreement. I also oversee all business operations, including show logistics, equipment allocation, hiring and training of staff and contractors, venue acquisition and partner relationships and frequently perform as a comedian on the shows in any role from hosting to headlining. I have over a decade experience as a headlining comedian around greater Boston. Comedy Party is a part time engagement and passion project with friends that allows me to combine my performing experience with my Audio Visual event production experience, producing high quality shows for a variety of clients and venues. Our goal is to "take fun seriously" and deliver professional production quality to any location. Comedy Party now operates five different recurring shows within greater Boston, has booked hundreds of different local and touring comedians and employs over a dozen contractors that execute our live events.

Creation and production management of interactive media content with a medical research professor specializing in hypnosis for patient use and patient communication skills for doctors and nurses.• Project Manager for all media leading to the launch of app “Comfort Talk”. Responsible for the recruiting, hiring and scheduling of voice talent, sound engineering and talent coaching for all voiceover sessions, audio editing, mixing and file management for app content.• Collaborated with team members in the recording and audio post-production of communication training modules. • Directed and operated both camera and audio recording equipment during training sessions without supervision.

Schiller Park, Illinois, Us

Responsible for logistical execution of audio-visual event technology for clients at various locations throughout New England including pre-event planning, site visits, staffing, equipment procurement, venue load in/set/out times and event profitability.• Confirm event logistics through client and venue communication such as load in/out times, set up time, room floor plans and equipment transportation. • Source and secure all necessary equipment through company resources as well as third party vendors.• Schedule and coordinate all labor needs including event lead technicians, setup and strike assistance and load in/out drivers specific to each show’s individual requirements. • Manage event job costs through labor and equipment optimization to ensure maximum event profitability.

Schiller Park, Illinois, Us

• Became the Boston region's first ever Dispatcher during a period of 250% growth. Created a daily routine and developed consistent communication between the regional branch and hotel properties regarding equipment delivery, pickups, and transfers. Created daily driver schedules and routes and oversaw last minute needs and emergencies for more than 50 hotel properties across the New England Region • Drove continuous operational improvement leading to the Boston region being recognized for having the highest "Timeliness of Deliveries" rating in our company internal service survey out of more than 35 nationwide branch locations in 2015.• Reduced driver workload by over 40% by Initiating a region wide transition to a "cross-docking" model for equipment transfers between branches. This proposal first required approval from our Regional Vice President and completely overhauled our existing SOP for equipment transfers between properties. • Awarded Employee of the Month for January 2015.• Promoted to Production Coordinator shortly after "Cross Docking" initiative was successfully launched.

Co-Owner of a media production company in Boston specializing in commercials, music videos and videography services. • Responsible for the oversight and production of audio on all content.• Oversee production management of media as well as sales and negotiations with clients.• Draft company business plan, bylaws, code of conduct and standard operating procedures; manage finances.

Boston, Ma, Us

• Delineated tasks, managed logistics and supervised employees as acting tour dispatcher.• Top merchandise salesman for two consecutive months.• Handled and resolved guest complaints and concerns.• Assisted beta testing and training of employees on new POS software• Managed guest relations, ticket sales and pre-boarding procedures• Winner of the Golden Brook Award for employee of the month in September 2013.

Framingham, Ma, Us

Worked one on one with a young adult male with no short term memory. Kept him organized, focused and on task during his day including volunteer work in the community, writing, practicing guitar, recording music, theater acting and social activities. Dealt with conflict resolution in response to emotional outbursts and mood swings often in public forums.

• Directed assembly and removal of inflatable bounce houses. • Supervised safety during bounce house operation.• Assisted with management through consultation of business initiatives and strategies.

• Diffused conflict from coaches over judgment calls and rule disputes, maintained order and control of game by upholding professionalism under a high-stress environment.• One of only four umpires under 18 to be promoted to Senior Umpire at the age of 16.• Elected to officiate league championship game in July 2009 due to experience and competence.

• Organized field locations, times and routines for daily practices by coordinating with parents and assistant coaches.• Managed lineups, coaching decisions and handled conflict with parents over playing time concerns• Supervised fifteen players day and night during a weeklong tournament in Cooperstown, NY

Bachelor Of Arts (B.A.), Digital Post-Production

Public Communication, Political Science

Education record