Carl (Ben) G. Email & Phone Number

San Francisco, Ca, Us

Miami, Florida, Us

San Francisco, California, Us

- Community Program Management: Created and expanded community initiatives across 3 cities, enhancing product quality and user experience.- Internal & External Community Engagement: Managed an internal community with 2,900+ employees and 4+ external communities gathering feedback, addressing safety concerns, and sharing monthly product updates with necessary stakeholders.- User Experience Development: Created the Rider Experience Ambassador Program, which facilitated 1-2 targeted tests per week with a group of ~90 employees to optimize unreleased Cruise products ahead of public use.- Cross-Team Collaboration: Worked with engineering, product, marketing, and operations teams to create monthly release communications, gather UX feedback, and achieve business-wide, quarterly OKRs.- Social Support Team Creation: Established and supported a team that engaged with users across various platforms using Sprout Social and Salesforce, encouraging community interaction and feedback to improve our products.

New York, Ny, Us

Outage Management & Communication: Orchestrated outage responses 3-5 times a week, ensuring seamless handling across customer operations teams.OKR Driven Team Growth: Set and drove quarterly OKRs for my direct team and the broader Social Response team of ~40 individuals.Metrics Driven Improvements: Implemented changes based on weekly team metrics, focusing on QA, Adherence, Handle Time, and Response Time.Collaborative Marketing Preparedness: Worked closely with internal teams on marketing promotions, ensuring readiness for driving inbound contacts.Social Media Team Leadership: Led and expanded a direct team of 7-14 people, providing customer support and engagement using Sprinklr and Salesforce.

New York, Ny, Us

- Outage Management Strategy: Developed Cash App's outage response team of ~8 agents, facilitating quarterly training, QA, and end-to-end outage processes.- Reddit Support & Scaling: Identified the need for and piloted Reddit support, scaling processes, training, and documentation for efficient customer assistance.- Interviewing & Scaling: Facilitated 150+ interviews for Social Response, Messaging, Voice, Email, Risk, and leadership positions.- Process Improvement: Streamlined internal case escalation procedures for improved efficiency. Also facilitated the migration of social response tools from Khoros to Sprinklr.

New York, Ny, Us

During a Career Experience (basically a paid internship) with Cash App Investing, studied and passed the SIE (Securities Industry Essentials Exam).- Content Coordination and Collaboration: Coordinated investing-related content involving Compliance, Product, and Brokerage Operations teams.- Content Development Scope: Developed Macros for Customer Success related to investing. Produced content for Social Media Response Specialists focused on investing. Contributed to Cash App Investing Support Center articles (https://cash.app/help/5000). Worked on node mapping + SEO for Cash App Support Center articles.

New York, Ny, Us

- Early Customer Operations Team Member: 1 of 12 people hired to establish Cash App Customer Operations.- Efficient Customer Issue Resolution: Developed processes and addressed 70-100+ customer inquiries per day via email using Salesforce.- Content Creation & Improvement: Crafted and reviewed content for support agents across company verticals, and refined material for internal and external support centers.- Process Expertise and Support: Provided guidance and fielded inquiries from colleagues and stakeholders across multiple communication platforms regarding operational processes.

New York, New York, Us

- Collections Servicing Oversight: Responsible for managing early and late-stage collections for a portfolio of credit card accounts, addressing various requirements, issues, and volumes across departments.- Strategic Delinquency Management: Managed, implemented, and recommended strategies to address delinquency. Utilized advanced negotiation skills to resolve delinquency issues effectively.- Cross-Department Collaboration: Collaborated with Risk Operations departments to develop and oversee processes aimed at achieving portfolio loss and expense objectives.

Olathe, Kansas, Us

- SEO and Website Optimization: Conducted keyword research, implemented technical SEO elements, and developed content strategies for BuilderIQ clients.- Client Support and Management: Addressed client and internal team queries regarding SEO, managing social media for multiple clients, and contributing to the BuilderIQ Blog.- Data Mining and Testing: Extracted data using major search engines for FindABuilder and conducted periodic front-end/back-end testing, occasionally performing UI/UX testing.- Site Enhancement and Training: Provided 301 redirects, meta tags, and title tags for new client websites, alongside conducting cloud-based CMS training for FindABuilder clients.- Continuous Support and Assistance: Regularly handled various tasks from keyword research to periodic site testing, ensuring ongoing site optimization and client training.

Raytown, Mo, Us

- Leadership and Production Accountability: Led multiple departments to meet daily production quotas, ensuring operational efficiency.- Lean Process Development: Developed Lean processes and standards, fostering a Lean mindset and achieving a 10% productivity increase.- New Production Line Establishment: Created two new production lines from scratch, designing floor plans and detailed standard work, enhancing operational effectiveness.- Vendor Relationship Management: Established and sustained vendor relationships, managing orders and ensuring quality standards.

- Customer-Centric Approach: Provide exceptional customer service aligned with the Parks and Recreation Department's mission through, greeting, assisting, and managing payments for all facility visitors.- Efficient Operations: Handle all financial transactions, maintain a tidy checkout area, and ensure accurate cash drawer counts and reconciliations at the beginning and end of each shift.- Collaborative Work Style: Proficient in fostering positive professional relationships, both within teams and individually, contributing to a cooperative work environment.- Pool Facility Maintenance: Handled cleaning of pools, PH testing + chemical care, and cleaning of the site at the end of each night.- Ice Rink Facility Maintenance: Scraping ice shavings off rink, sharpening skates, fixing various machines that keep ice cold/hot cocoa machine, along with laying down new ice at the end of each night.- Ice Skating Lessons: Taught children from ages 5-16 and all skill levels how to ice skate with hockey and figure skates.