Ben Gardner Email & Phone Number

Charlotte, Nc, Us

Charlotte, Nc, Us

Develop and execute strategies to ensure exceptional customer service and support, overseeing all Customer Care operations including call centers and technical support teams. Partner cross functionally throughout the organization to find ways to leverage insights and information from customer interactions to improve their experience with the platform and with the company.

Atlanta, Ga, Us

As VP of Customer Experience & AI Strategy I am responsible for understanding and optimizing our customer’s experience. This includes building a comprehensive customer journey map to identify areas we can focus on and building a repeatable review process for continuous improvement. In addition my role focuses on understanding how AI can be utilized to improve the customer experience through providing tools and resources for self service and optimization and for our internal teams to utilize to better serve our customers.

San Francisco, Ca, Us

Boston, Massachusetts, Us

Continued function of leading the Customer Support organization while also building and developing our Learning and Enablement function at Drift. Building structure and rigor around how people learn across the company along with creating programs designed to:• Improve connection and understanding to the company vision and mission• Increase performance and productivity through skills training for all team members• Help the Go to Market teams sell and support the products we have to offer• Create dynamic leaders who can support their employee growth and development

Boston, Massachusetts, Us

• Continued to expand internal mobility within Drift, promoting 17+ team members throughout my tenure into Professional Services Consultants, Professional Services Engineers, Customer Success Managers and Onboarding Managers• Researched, signed and implemented Community Platform using inSided by Gainsight to promote customer collaboration and drive adoption• Built quarterly churn analysis project to identify areas of improvement for Product and Support based on data and analytics

Boston, Massachusetts, Us

• Expanded global team to 48 total team members• Built Quality Program within Support focused on delivering quality interactions and developing knowledgable team members• Researched, negotiated, signed and implemented Salesforce Service Cloud ticketing platform and knowledgebase.• Launched customer facing webinar series focused on delivering large scale self service on topics that customers frequently have issues with.• Implemented Renewals Support motion to help Customer Success and Renewals Manager with addressing product issues and questions that impact customer renewals.

Boston, Massachusetts, Us

• Responsible for building and scaling a world class global support organization• Develop and implement strategies to ensure teams adhere to best practices and guidelines for achieving KPIs• Recruit, hire and train internally and externally• Develop a customer success strategy for low touch accounts to ensure they still have resources for ongoing success• Manage help center documentation team to develop self serve resources for customers to solve problems faster and educate themselves on the product• Lead and grow a team of Solutions Engineers to improve the technical Onboarding experience for Drift customers

Boston, Massachusetts, Us

• Grew team from 10 employees to 28• Hired and trained 1 manager and 2 team leads in support organization to establish growth opportunities• Hired and built out Drift office in Tampa, FL• Effectively manages teams remotely in both Boston and Tampa• Established 24/7 support including remote coverage• Hired and trained support in London for plans to establish office in country• Consistently achieves KPIs including Time to Response, CSAT and Ticket Resolution Times• Developed Enterprise Support role to deliver dedicated support for enterprise level customers• Manages additionally Help Documentation team, Solutions Strategist team and Essential Customer Success Manager team• Increased team eNPS from lowest in the company to highest in the company• Partner with product to improve communication and information regarding customer trends to create a better product experience

Tampa, Fl, Us

Manage 24/7 Support organization in terms of developing strategy, execution of quarterly goals, establishing and developing interdepartmental relationships to ensure service execution. Constantly reviewing and adapting service model to meet the needs of our partner base. Mentoring and developing direct reports, ensuring professional development and performance. Planning, executing and maintaining department budget to align with company EBITDA goals.

Tampa, Fl, Us

• Implemented Tier 1 support for the first time in company history, focused on handling tech touch interactions for all four core products• Manage team of 40+ employees for Service and Onboarding roles• Develop support teams for Australia, Europe and North American customer base to deliver 24/7 service• Communicate directly with customers to gather feedback to improve support processes and application development• Exceed company goals for Ticket Deflection Q1, Q2 and Q3 (20%, 35%, 45%)• Collaborate with leadership and development to improve customer satisfaction• Identify trends in support and work with Senior Leadership to implement change (Started Tier 1 chat to meet demand)• Train and develop colleagues to staff other teams (Tier 2, development, training)-Promoted 20 colleagues since January 2017

Tampa, Fl, Us

• Presented annually at IT Nation – directly communicating with customers to share information and gather feedback• Effectively communicated and coordinated with other departments including leadership and development• Partnered with development to identify needs for Chat application and work with support to implement changes and provide feedback• Successfully worked with colleagues in specified POD to meet customer needs and find ways to improve the product in that category and improve support

Tampa, Fl, Us

• Worked with ConnectWise partners to deliver exceptional service and support• Exceeded company standards for service goals, highest number of surveys attained in Support• Awarded Extraordinary Achievement in ConnectWise Partner Support as part of Passport to Success

Kissimmee, Florida, Us

Algebra, Algebra 2 and Geometry teacher. Also, worked extensively with ESE students to assist them in meeting graduation requirements. Cross country coach, 2x qualifier for Regional competition

Orlando, Fl, Us

In charge of scheduling, planning and documenting educational classes and visits for a group of English teachers from Brazil. Goal was to assist them in teaching the English language in their home country.

Herzogenaurach, De

Manager, Stock Supervisor

Cupertino, California, Us

Managed a staff of over 80 employees with an emphasis on delivering excellent customer service to every employee who walks through the doors. Trained and developed employees to further their careers with Apple. Taught individuals how to properly educate customers and focus on their needs above all others. Primary area of responsibility was the Sales Floor and the education and development of all associates. Successfully implemented a program of mentors in the store to help train and develop all associates to achieve the desired company results. Assisted in Market CORE training with Apple International Plaza and hiring of 40+ Specialists for the Apple Store Brandon location.

Cupertino, California, Us

Managed over $1,000,000 worth of inventory on a daily basis. Created training tools for Manager’s with regards to managing their Inventory Control Specialist. Participated in the three-day Inventory Control Specialist forum in Miami. Facilitated training of internal and external Operations managers in the Southeast Region. Travelled to other store locations to train Inventory Control Specialists and work with management teams to monitor and maintain high levels of production from the Inventory Control Specialist. Maintained contact to ensure development and growth is taking place with the Inventory Control Specialist. Coordinated an event to plan a successful Physical Inventory and create a loss prevention strategy for our high volume, high dollar inventory. Lead team to 99.31% Physical Inventory making The Summit the first store to score above 99.00% on their first Physical Inventory.Opened The Apple Store Mall of Louisiana in Baton Rouge. Participated in CORE Training, helping to facilitate training both in store and outside of store.

Cupertino, California, Us

Helped to manage inventory in a $35 million store. Handled the processing of product coming into and leaving the store. Assisted with leading a team to a 99.06% Physical Inventory. Maintained inventory excellence by monitoring product and focusing on areas of loss and coming up with ways of preventing them. Stayed consistently below company average of 0.30% Shrink.

Helped with supervision of children during various activities including studying, field trips, and play time. Helped coordinate field trips to ensure child safety and supervision. Assisted with studies in various subjects including Math, English, and Science. Planned activities to entertain children while ensuring safety at the same time.

Master'S Degree, Math Education

B.S., Mathematics