Benjamin Schantz Email & Phone Number

Rochester, NY, US

United States

United States

• Developed team KPIs, quarterly goals and initiatives (OKRs), and scalable processes to ensure attainment of strategic results; As a team, we've maintained greater than 96% Customer Satisfaction score and less than 2.2.
• Coached all US-based Support Specialists through weekly 1:1s and by leading team meetings, including our Weekly Team Meeting where we cover key, individual metrics as well as important discussion topics.
• Hired/onboarded 3 U.S. Support Agents and 5 EU Support Agents in the past 12 months.
• Iterated on analytics dashboards, reports, and Zendesk automations to improve our systems for quality assurance, efficiency, and cross-functional impact; I have created several reports in Zendesk Explore to promote.
• Owned existing billing operations processes while identifying and executing improvements to related systems and documentation.
• Escalated production incidents and bugs to Engineering stakeholders for speedy resolution; create new and improved standard troubleshooting and “everything Eng needs, nothing they don’t” bug reporting procedures.

Phoenix, Arizona, United States - Remote

• Work cross-functionally and collaborate with internal teams to create new and update existing knowledge base articles, setup guides for process improvements, and instructional videos
• Answer incoming phone calls, chats, and emails, seeing each issue through to resolution
• Troubleshoot account management, customer education, and technical support issues; follow and iterate on bug and feature-request reporting procedures
• Gather and report on customer feedback trends to improve the product and account services from onboarding to renewal
• Create and maintain a database for tracking the processing of end-user product feature requests
• Revamp the Customer Support new hire onboarding courses

Rochester, New York Metropolitan Area - Remote

• Handle sensitive and confidential provider and member information following HIPAA standards
• Communicate with medical providers via email and phone to verify correct information for data input
• Audit provider profiles to maintain databases and ensure correct provider portal updates
• Effectively switch priorities on a moment’s notice based on business needs
• Collaborate with coworkers on certain daily tasks and major data cleanup projects

Rochester, New York Metropolitan Area

• Learn and master multiple, new software applications to ensure proper information was conveyed to providers
• Coach provider offices through difficult situations regarding member benefits, authorizations, and claims
• Resolve escalated provider issues to ensure positive provider and member experiences
• Train several new hires on best practices when handling and documenting providers’ calls
• Create and centralize a database in MS Excel to assist coworkers on how to properly handle the turnaround timeframes for claims, authorizations, and appeals

Rochester, New York Area

• Achieve “Elite” status for three consecutive months for being in the top 3 in the region in individual sales
• Cultivate and maintain professional relationships with outside vendors, such as autobody shops and dealerships, to ensure a positive and fluid customer experience
• Assist clients with their rental car needs with a positive attitude and consumer-based focus
• Boost the Webster, NY’s customer service score from an 82 to a 92/100 in first 4 months

Rochester, New York

Build relationships with corporate, retail and insurance customers, as well as meeting sales goals on a daily basis.

Stony Brook, NY

• Write and publish articles to drive university students’ understanding and interest of basic financial topics
• Assist in event planning to drive student engagement and education on financial responsibility
• Design and develop the Stony Brook “Money Smart Seawolves” web page to maximize informational content
• Increase Twitter and Facebook reach by 30% through organic social media practices within first 3 months

Rochester, New York Metropolitan Area

• Installed, broke down, and reconfigured computer workstations for Fortune 500 companies
• Managed project and employees while project manager was off-site

Stony Brook, NY

Actively contributed to the team that helped set a new school record for ticket revenue earned in a single college football season Promoted the fall sports events to different organizations in the surrounding "Three Villages" area by doing door to door marketing

Stony Brook, NY

Supervised children ages 3-5Assisted the full-time staff through game creation/organization for the children

Stony Brook, NY

Provided coffee bar service with a positive attitude and exceptional customer experienceAssisted the chefs in preparing food to be given to students

Stony Brook, NY

Assisted the Department of Family Medicine with several administrative tasks such as organizing and discarding sensitive documents

Bachelor’S Degree, Business Administration And Management, General, 3.59

Activities and Societies: Intramural soccer, intramural basketball, environmental club, forensic club, community service club

Human Rights As Well As Culinary Studies, 3.80

High School, 3.50

Activities and Societies: Stage Crew, JV Soccer, Varsity Indoor/Outdoor Track