Benjamin Smith, Mba Email & Phone Number

Plano, TX, US

Plano, Texas, United States

• Create the operational strategy for and direct the execution of onboarding and support activities for analytic products
• Lead collaboration with key stakeholders in product, development, and operations to design scalable onboarding and support processes
• Oversee projects related to process changes, customer experience, colleague experience, and operational efficiencies
• Deliver high quality projects on time, on target, and on budget in a fast-paced environment
• Identify impediments for the team and determine best resolution plan
• Lead team meetings, run one-on-one meetings with direct reports to better understand their challenges and help them improve efficiency and customer satisfaction

• Manage SaaS support team of 11 domestic and 20 global team members, delivering exceptional support to more than 40 hospital systems with revenues exceeding 400k
• Improved service level agreements by 40% though Lean Six Sigma Purple Belt project
• Create dashboards and reports in Salesforce to improve operational efficiency, track corporate goals, and improve delivery on service level agreements
• Prepare Salesforce and Power BI reports (case metric reports, TAT, ROI) and present reports to internal leadership and customer executives (VP, AVP, Director, CFO)
• Lead weekly and ad-hoc calls with customers to discuss cases and develop plans to resolve cases
• Act as project manager for support team, bringing together multiple teams and developing creative solutions to mitigate risks

Plano, TX

• As implementation consultant, partnered with customers to design, document, and deploy application configurations and specifications for Claims Management software
• Worked closely with PM, CSM and customer Directors to create and implement project plan that maximizes customer ROI
• Confidently led calls with customers to discuss project goals, milestones, and action items
• Delivered all implementation items on time while working multiple projects at once
• Served as a liaison between customer IT department and custom development teams to create solutions, often translating complex issues or requests
• Managed multiple customers through the successful implementation of FinThrive Revenue Cycle Technology solutions

Plano, TX

• Acted as a subject matter expert in the FinThrive Claims Management application and suggested best-practice solutions using FinThrive technology
• Led calls with customers to discuss open case reports, product updates, and discuss custom programming options
• Effectively managed case queue that resulted in high client satisfaction
• Attended Development team meetings to understand product vision and report customer needs
• Utilized problem solving and analysis of errors based to find root causes and identify solutions
• Maintained a high level of customer satisfaction by following through on deliverables and commitments

Springwoods Village

• Performed in all areas of the Patient Access team with a strong understanding of the impact to the Revenue Cycle
• Delivered exceptional customer service for all hospital patients, vendors, and employees
• Assisted Director of Operations and Patient Access with opening of a new facility
• Developed policy and procedure review and implementation
• Participated in training of new hires
• Monitored daily work queues in EPIC to reduce billing errors or denials

Austin, Texas

Duties included working under the direction of the Team Dietitian and Strength Coaches to ensure athletes were properly fueled for practice and games. Responsibilities ranged from athlete nutrition interviews, to setting up team meals, snacks, and pre and post workout fueling stations. Position required building a good rapport with the individual athletes.

Austin, Texas

Duties included opening and closing golf services at the Resort, which included setting up golf carts, coordinating tournaments, preparing the driving range, and storage of member’s personal property. Assisted in coordinating services between the Golf Professional and other staff to maintain the operational standards of the Resort.

The Woodlands, Texas

Duties included coaching, conducting strength and conditioning camps, creating schedules, and coordinating practices for elementary and junior high 7 on 7 flag football teams. In this position, my team qualified for state quarterfinals in 2006 and won the 4th and 5th grade championship in 2009.

Master Of Business Administration (Mba), Business Administration And Management, General, Gpa 3.83

Activities and Societies: MBA Student Association

Bachelor Of Science (B.S.), Nutrition Sciences

Activities and Societies: Campus Crusade for Christ, Intramural Sports, Student Internship Certificate of Completion of The Business.

Business

Dean's list Fall 2008 and Spring 2009