Ben Young's Location
Ooltewah, Tennessee, United States, United States
Ben Young's Contact Details
Ben Young work email
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Ben Young personal email
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About Ben Young
Accomplished Senior Level Executive with over 20 years of progressive and broad organizational leadership in B2B Contact Center, Implementation / Acquisitions, and B2C Contact Center start-ups. Proven success in conceiving and managing innovative solutions to drive financial growth, continually improving customer experience, and supporting record high employee engagement. Specialties include: efficiently building start-up contact center organizations from scratch, quickly improving under-performing teams through targeted coaching and change management, creatively developing sustainable and impactful business process improvements, and effectively investing in relationships to achieve top quartile employee engagement for virtual, international, and in-person teams.
Ben Young Work Experience Details
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Assistant DirectorMedsrvOoltewah, Tn, Us -
OwnerBig Frog Custom T-Shirts & More Nov 2024 - Present
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Music Blogger / CuratorMusicto Sep 2018 - PresentLos Angeles, Us -
Head Of Cx OperationsPlayon! Sports Jul 2023 - Nov 2024Atlanta, 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. -
Head Of Global Customer CareZepz Oct 2022 - Feb 2023●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. ●Reduced fraud incidence while improving the KYC (Know Your Customer) experience. -
Head Of Global Customer CareSendwave (International Remittance) Nov 2021 - Feb 2023Washington, Dc, Us -
Head Of User SupportSendwave (International Remittance) Nov 2021 - Sep 2022Washington, Dc, Us
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Head Of Longtime User Happiness SupportSendwave (International Remittance) Dec 2020 - Nov 2021Washington, Dc, Us
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Director Of Customer ExperienceReef Jul 2019 - Dec 2020Miami, 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 schedule.> Grew multi-channel (phone, email, SMS, visual IVR) contact center from 0 to 80 employees in two months, with 97.5% retention.> In first year, led contact center to handle 1.5 million contacts while transitioning 150 employees to work from home during COVID-19 pandemic. -
Vice President Client ServicesAdp Sep 2015 - Sep 2018Roseland, 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 90%.> Created environment for client NPS improvement of 20 points (40 to 60) and employee engagement (measured by Kenexa) of 85 (100 for direct reports).> Converted new hire training from primarily classroom to primarily on the job, reducing new hire “time to proficiency” from 12 months to 3 months.> Invented new call center productivity metric to replace traditional Calls Per Hour, to incorporate quality, resulting in record high NPS (60), transactional CX surveys (91%), and productivity (highest in company). -
Vice President Call Center OperationsAdp May 2014 - Jun 2016Roseland, 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 employee engagement improvement of 10%.> Deployed first ever company-wide employee recognition program to promote best practices and spotlight results drivers across business units, increasing morale and performance.
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Contact Center ManagerAdp Jul 2013 - May 2014Roseland, 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%
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Contact Center ManagerAdp Jun 2010 - Jun 2013Roseland, 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
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Client Relationship ManagerBb&T Feb 2008 - Aug 2010Charlotte, 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 -
Project ManagerAdp Mar 2007 - Feb 2008Roseland, 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. *Coordinated the transition of a client from implementation to service.
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Implementation ManagerAdp Feb 2002 - Jun 2006Roseland, New Jersey, UsResponsible 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 client contacts to ensure proper expectations. Participated in many corporate initiatives and was a region champion for product rollouts and new service models/procedures.
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Client Services SupervisorPaychex Aug 1998 - Jan 2002Rochester, Ny, UsManage 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 ensure dissatisfied clients are retained. Supervise Quarter/Year-End activities. Oversee the effective delivery of client satisfaction surveys, including follow-up with clients on positive and negative feedback and expediting service recovery when necessary. -
Assistant ManagerCrown Books Aug 1997 - May 1998Responsible 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.
Ben Young Skills
Leadership
Payroll
Training
Management
Adp Payroll
Process Improvement
Employee Benefits
Customer Satisfaction
Talent Management
Customer Service
Performance Management
Team Building
Benefits Administration
Human Resources
Employee Relations
Change Management
Project Management
Microsoft Office
Customer Retention
Workforce Management
Interviews
Business Analysis
Recruiting
Account Management
Business Development
Associate Engagement
Insurance
Outsourcing
Coaching And Mentoring
Talent Recognition
Business Innovation
Strategy
Onboarding
Customer Relationship Management
Entrepreneurship
P&l Management
Employee Engagement
Cross Functional Team Leadership
Strategic Leadership
Creative Problem Solving
Critical Thinking
Career Development
Leadership Development
Followership
Talent Developer
Drive Results
Call Center Development
Coaching
Microsoft Excel
Business Process Improvement
Microsoft Word
Vendor Management
Team Leadership
Employee Training
Ben Young Education Details
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San Diego State University-California State UniversityFilm Production
Frequently Asked Questions about Ben Young
What company does Ben Young work for?
Ben Young works for Medsrv
What is Ben Young's role at the current company?
Ben Young's current role is Assistant Director.
What is Ben Young's email address?
Ben Young's email address is be****@****ave.com
What schools did Ben Young attend?
Ben Young attended San Diego State University-California State University.
What are some of Ben Young's interests?
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What skills is Ben Young known for?
Ben Young has skills like Leadership, Payroll, Training, Management, Adp Payroll, Process Improvement, Employee Benefits, Customer Satisfaction, Talent Management, Customer Service, Performance Management, Team Building.
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