Ben Young Email & Phone Number

Ooltewah, TN, US

Los Angeles, US

Atlanta, Georgia, US

• Established and led the CX Operations team, providing support for both B2B and B2C service teams across three brands.
• Managed vendor relationships and negotiated contracts exceeding $6M in value.
• Achieved a 70%+ automated resolution rate for B2C interactions by deploying an NLP-based, generative AI chatbot solution.
• Introduced a voice channel and workforce management system, resulting in a 30-point increase in CES and reducing full resolution time from days to minutes.
• Introduced the Voice of the Customer Program Manager role, which improved the BBB rating from F to C.
• Collaborated with Product/Engineering to create a refund API, enabling the chatbot to automatically refund over $1M in ticket fees with 100% accuracy and fraud prevention.

• Transformed an 80-employee virtual B2C contact center with minimal tools to a 350-employee high-performing operation, servicing 150,000+ customers per month.
• Expanded capabilities to 4 languages, 5 contact channels, and 7 countries/time zones.
• Drove a 25% reduction in technology costs while driving growth by negotiating vendor relationships for Omnichannel Contact Center, LMS, and Workforce Planning software.
• Boosted service levels from 20% of calls answered in 3 min to 85% of calls answered in 1 min, with a CSAT score of 87% and the highest employee engagement scores companywide.
• Enhanced service quality and expedited resolutions by implementing chat and self-service.
• Partnered with Sales/Growth, Product/Engineering, Risk/Compliance, and HR to implement industry-leading Customer Experience improvements and User Retention gains.

Washington, DC, US

Washington, DC, US

Washington, DC, US

Miami, Florida, US

> Built a 24/365, bilingual, international contact center in three months, from selecting and working with vendors (internet, electrical, furniture, real estate, phone system, workstation hardware, etc.); to building and obtaining C-Suite approval on budget and pro forma; to creating a job description, recruiting and hiring a team; all to go live on.

Roseland, New Jersey, US

> Responsible for largest contact center team in the company with over 350 employees, generating $383M in revenue and growing profit by an average of 11% YoY since 2016.> Established initial presence in new Norfolk office serving as interim site leader, led efforts to hire and onboard over 800 operations employees in 8 months, with a retention rate of.

Roseland, New Jersey, US

> Transformed contact center of over 100 service consultants from low performing to the highest performing team in the region, with a double digit % increase in answer performance and transaction surveys.> Stabilized culture through focus on performance management and career development, overhauling new hire process and building trust, resulting in.

Roseland, New Jersey, US

• Supervised a cross functional, remote (from WA to India) team of technical tax consultants for the Center of Excellence Contact Center
• Designed a centralized team for our largest clients (over 1000 employees), from creating processes to selecting talent to managing the technical and communication components related to going live
• Successfully reduced amendment completion time by 50%

Roseland, New Jersey, US

• Led 14 associates on a cross functional team, supporting internal and external clients
• Key team member for pilot of NPS for division, helping to create the Closed Loop Process and managed Closed Loop Owners
• Selected as top manager in region, 2nd Q, 2011, and earned an AES score of 4.34 in 2012, with 91% favorable rating
• Partnered with other departments to create a more efficient and visible product transfer process
• In my first year, reduced case average days open from 86 to 34 days, a reduction of 60%, and eliminated all backlog for our client base of over 39,000

Charlotte, NC, US

• Pioneered Major Market implementation team that implemented clients ranging 25-2000 employees
• Lead manager of implementation department (major market and core), responsible for creating or amending every policy and procedure used for conversion of clients
• Selected as operations representative for company-wide corporate initiatives, including product releases, offshore outsourcing, and new product development
• Facilitated conversion of clients as part of the ADP acquisition of BB&T Payroll Services

Roseland, New Jersey, US

*Responsible for the successful implementation of the ADP Resource product; on time and with high quality. *Led the completion of project tasks, by coordinating the activities of the Application and Technical Consultants assigned to the project. *Drove creation of the project plan and related milestones and communicates the plan to all involved parties..

Roseland, New Jersey, US

Responsible for the day-to-day management of a 17 associate-Implementation team assigned to implement and train new or existing clients on ADP payroll. Duties include monitoring the work to ensure adherence to service levels and conversion standards; hiring and managing associate performance; working with Sales and other internal business partners and.

Rochester, NY, US

Manage a combination of 16 New Client Specialists and Client Service Specialists. Regularly provide timely performance feedback, provide technical support to staff, clients and the sales organization; assist in resolving client, product and service issues. Follow through on all critical inter-departmental escalations (operations, tax, banking etc.), to.

Responsible for 10 part-time associates in high traffic, high volume bookstore. Created and managed customer service department for tracking orders and customer concerns. Processed payroll for store and verified time cards. In charge of opening and closing store 3 days/week.