Brian Benge Email & Phone Number

Miami, Florida, United States

Provides leadership to the customer service group and represents the Voice of Our Customers (called "fans") across the entire company. Helps drive operational effectiveness, profitability, and success of the Arcade1Up organization by improving the overall quality of the customer experience through collaboration with senior leaders and other departments across the company.• Built out a broad spectrum of tools, information, and wide-ranging infrastructure for the Customer Care Network of… Show more Provides leadership to the customer service group and represents the Voice of Our Customers (called "fans") across the entire company. Helps drive operational effectiveness, profitability, and success of the Arcade1Up organization by improving the overall quality of the customer experience through collaboration with senior leaders and other departments across the company.• Built out a broad spectrum of tools, information, and wide-ranging infrastructure for the Customer Care Network of agents to deliver exceptional fan support• Drove the Voice of the Customer up to 94% “Very Satisfied” through a comprehensive approach to supporting the customer from pre-sale inquires to post sale technical and warranty product support• Successfully supported a 37% YOY increase in customer interactions while decreasing unresolved customer incidents by 34%• Delivered an 80% decrease in First Response Time for our fans inquiries while lowering the Customer Care Network’s operational costs by 10% Show less

Boca Raton, Florida, United States

Led overall operations of North America Customer Care. Coverage included $4.5B Business Solutions Division, e-Commerce and Retail support. Monitored, analyzed, controlled and reported on all customer facing processes with goal of continuous improvement and increased customer satisfaction. Led Customer Insights Survey Group that managed Net Promoter Score (NPS) Goal obtainment. Direct Budgetary responsibility of $30M. Reported directly to Chief Customer Officer EVP.• Operated multiple… Show more Led overall operations of North America Customer Care. Coverage included $4.5B Business Solutions Division, e-Commerce and Retail support. Monitored, analyzed, controlled and reported on all customer facing processes with goal of continuous improvement and increased customer satisfaction. Led Customer Insights Survey Group that managed Net Promoter Score (NPS) Goal obtainment. Direct Budgetary responsibility of $30M. Reported directly to Chief Customer Officer EVP.• Operated multiple contact centers across the world while delivering world class technical and customer quality results • Improved Company NPS by 4 points YOY by arming multiple Tiger Teams with actionable customer insights and addressing customers biggest pain points• Averaged 10% expense reduction YOY by increasing customer automated assistance and process improvement reengineering projects • Increased field representative’s selling time by 25% by improving one contact resolution performance, implementing a searchable knowledge base, and increasing website self-help• Delivered World Class Expense to Sales Ratio of 0.36% using a flexible and scalable variable cost model Show less

Boca Raton, Fl

Oversaw world-wide, multi-site and strategic partner workforce of 2K customer service professionals. Led overall quality control for North America Customer Care. Managed team of process control managers. Led Company-wide Quality Assurance efforts through institutionalizing Voice of the Customer (VOC) Studies. Reported to the VP of Customer Service. • Reduced operating expenses of Customer Service from $80M to $40M during this timeframe using a cloud-based system utilizing global… Show more Oversaw world-wide, multi-site and strategic partner workforce of 2K customer service professionals. Led overall quality control for North America Customer Care. Managed team of process control managers. Led Company-wide Quality Assurance efforts through institutionalizing Voice of the Customer (VOC) Studies. Reported to the VP of Customer Service. • Reduced operating expenses of Customer Service from $80M to $40M during this timeframe using a cloud-based system utilizing global skills-based routing to maximize customer and technical quality at the lowest possible cost• Improved On-Time Delivery +12%, Resolution of Issue +14% and Representative Satisfaction +24% by establishing a complete battery of VOC Studies for the Service Delivery Process for customers • Recognized with Innovation Award for Best Use of Technology Improving Customer Experience and Office Depot‘s Brand Champion Award Show less

South Florida

Business Process owner for digital care, the web-based order entry platform, website chat, email services, back-office operations, and the Natural Language Integrated Voice Response (IVR) systems. Key business process and service delivery leader responsible for improving customer service practices, metrics, and accountability to improve the customer experience. • Achieved 75% reduction in contact Abandon Rates and 1-minute improvement in Average Speed of Answer across Network by the… Show more Business Process owner for digital care, the web-based order entry platform, website chat, email services, back-office operations, and the Natural Language Integrated Voice Response (IVR) systems. Key business process and service delivery leader responsible for improving customer service practices, metrics, and accountability to improve the customer experience. • Achieved 75% reduction in contact Abandon Rates and 1-minute improvement in Average Speed of Answer across Network by the development of a “Work at Home” initiative to improve technical quality during peak periods • Migrated business processes to new strategic partners within the US and worldwide for further cost savings of $8M over 18 months• Increased customer satisfaction as top liaison working with the Supply Chain Organization to establish Voice of the Customer surveys across the entire service delivery experience • Served as “Chief Customer Advocate”, leading the Consumer Relations Team for all Office Depot brands and sales channels, routinely interacting with Senior Executives including the CEO Show less

Boca Raton, Florida, United States

Contact Center Site Director; Adjunct Training and Development Specialist; Training Facilitator; and Store Manager