Ben Ross Email & Phone Number

United States

Columbus, Ohio

• Effectively lead a team of 5-8 Contact Center Coordinators and Lead Supervisors who are managing UPS emergency and non-emergency work orders while holding accountability to business unit KPIs, quality, and service level expectations• Review daily, weekly, and monthly performance for KPIs, quality, attendance, and customer-centric goals• Partner with HR to facilitate interviews and make final round hiring decisions for open Service Delivery Coordinator roles• Manage and oversee onboarding of external hires to ensure success within the business• Partner with CBRE senior facility leaders in the field to address escalated UPS issues in a timely manner

Columbus, Ohio, United States

• Effectively lead 16-20 Insurance Service Professionals in the company’s Personal Lines call center• Addressed a wide scope of customer and client inquiries regarding billing, coverage adjustments, claims, cancellations, and any other issues or concerns regarding their Personal Auto/Homeowners Policy• Collaborated with internal cross functional business units using LEAN concepts and methodologies to drive world class customer experience• Facilitate final round interviews and make hiring decisions based on Contact Center staffing needs• Manage talent and performance metrics of direct reports, and determine action to be taken based on data trends• Onboard and acclimate new associates to Nationwide’s processes, procedures, and culture• Review and assess direct reports for development opportunities and professional growth• Collect and analyze performance metrics for direct reports regarding KPI’s, quality, attendance, engagement, and continuous improvement• Manage and implement procedural and compliance related changes• Partner with HR Partners on legal and compliance employment decisions• Individually ranked in the top 10% of results for Gallup Engagement Survey for the enterprise

Columbus, Ohio Area

• Market and sell Property/Casualty and Life insurance policies• Proactively contact and build partnerships with real estate client leads to consult and recommend insurance and implement coverage• Identify and contact lead sources to assess, recommend, and secure insurance coverage based off client need• Conduct annual insurance reviews for existing clients and extend and cover additional risk exposure

Columbus, Ohio Area

• Collect and review performance data to analyze and interpret various key performance indicators and partner with Senior Leaders to improve business performance• Communicated performance trends for credit card portfolios to Senior Leaders to ensure Credit Card products were competitive in the market• Researched data to identify and track customer expectations for various Credit Card portfolios• Manage and implement new and existing employee recognition programs at both local and global levels• Facilitate training to leadership and support the delivery of key business initiatives• Identify, analyze, and implement Contact Center performance improvement strategies emphasizing customer satisfaction• Partner with senior leaders to effectively manage systematic, regulatory, and procedural changes

Columbus, Ohio Area

• Led a team of 15-20 Credit Card Specialists in an inbound call center, effectively handling an average of 18-20,000 calls per month• Managed and streamlined process and procedure changes with direct impact to the business and Specialists• Collected and analyzed performance metrics for Specialists to identify key trends and areas for improvement• Delivered onboarding training to Branch Support new hires covering dynamics of the role• Interviewed and hired internal and external candidates for positions within Credit Card Services including internal promotion opportunities• Served as mentor to four Relief Team Leaders to coach and develop for promotional opportunities• Initiated Training Assistant program to give high-performing Specialists an opportunity to engage in peer coaching and performance improvement

Columbus, Ohio Area

• Facilitated Customer Service training for new and existing employees• Assisted HR recruiting partners in sourcing, interviewing talent, and making hiring decisions for new hires in Columbus, Ohio• Supported high volume recruiting efforts to open the Chandler, AZ and Cedar Rapids, IA call centers• Partnered closely with leadership to determine changes in scripting, process and procedures, and policy changes impacting Specialists• Facilitated change management training for systematic, procedural, and regulatory changes for the Contact Center; analyzed change impacts; and presented findings to leadership• Analyzed corporate procedures, determined impact on training, and implemented effective alterations to training materials centered around increased profitability and customer satisfaction• Created and updated training materials to reflect current trends• Identified critical gaps in knowledge and talent during implementation of new accounts by developing strategic corrective actions and solutions

Columbus, Ohio Area

• Coached and developed 18-25 call center associates and achieved exceptional customer service results routinely• Effectively handled customer issues timely, with 100% successful resolution• Motivated and trained new hires, and lead to select successful careers• Maximized customer service, personally monitored associates’ support calls to ensure top-quality service