Nir Ben-Ari Email & Phone Number

Rehovot, Il

New York, Ny, Us

New York, Ny, Us

New York, Ny, Us

Initially as Magisto, and later as part of Vimeo's Video Creation division (once Magisto was acquired by Vimeo) - We've been working on some of the leading and most advanced video creation and editing tools for businesses and for consumers.- Establishing and leading a global Customer Support team - serving multiple video creation SaaS products and solutions (including mobile apps - iOS & Android, desktop and API solutions).- Laying the foundations and creating the infrastructure for the support operations:Establishing and streamlining processes and workflows and creating 2 support tiers with a structured escalation process. Setting effective communication channels (external and internal), setting up cross-team interfaces (Product, R&D, Creative, Legal, Marketing), creating internal knowledge base & documentation, training program, QA, help center and more.- Formulating and executing the Support team's strategy - Setting annual goals and roadmap, measuring, monitoring and improving performance metrics, KPIs and team's OKRs (SLA, Response time, Customer satisfaction score and more).- Recruiting, onboarding, coaching, supporting & motivating team members.- Surfacing the Voice of the Customer by sending reports, creating dashboards and issuing a monthly company-wide update (with a monthly summary of the most common inquiries, feature requests, pain points, technical issues, performance, etc)- Acting as a point of contact for enterprise customers.- Leading a seamless transition to full remote work during the Covid-19 pandemic.

Part of the establishment group of a social venture that provides holistic solutions for the elder - so they can keep on living in their homes, yet will have a 24/7 supervision (advanced monitoring systems, caregivers who will report on their status during every engagement to create a comprehensive 360° report on their status, etc).As part of the establishment process of this venture, I:• Initiated meetings with government officials, authorities, possible collaborators and potential investors. • Took the Product management and system characterization tasks.• Participated in a social accelerator ("Hachamama-360").

Since my young adulthood, I had the urge of cracking the way of choosing the right field/discipline of study.I was very confused about what I wanted to do once I finished the army, and noticed that plenty of others are confused as well. Geared with experience in business processes, technology and psychology - I decided to establish a social venture named "Balbalot Project" - consulting and guiding for the right way of choosing the appropriate academic discipline of study - a service offered to discharged soldiers and national service graduates.During the establishment of this venture I:• Analyzed the different consulting approaches to form the project's process. • Created a roadmap and a business plan (doing market research and networking with relevant parties on the market).• Established an interactive website, targeted customers and initiated a first stage pilot for POC

RR Media/MX1 is a company specializing in content management services for industrial television and radio broadcasts, and content distribution via satellite, fiber optics and the Internet.After being promoted to a team leader position at the NOC, I was assigned to establish the Customer Service department at MX1 from scratch, with the Director of Customer Service:• Establishment of a department responsible for the relationship with customers from all over the world (Viacom, Fox, EBU, Eutelsat, NBA, MGM, Playboy, BBC, YES/DBS etc.) and their satisfaction. • Maintaining close, continuous and proactive relationship with new and existing customers of the company (Account management for selected customers), acting as the single point of contact and managing their lifecycle within the company. • Establishment and implementation of procedures and protocols: Handover from sales to operations/Client onboarding, periodic calls, routine/emergency communications, escalations, reporting, understanding the needs and requirements in order to be able to trace mutually beneficial outcomes.• Close interface & collaboration with other departments – Engineering, Sales, Legal, NOC, Marketing etc. • Implementation and optimization of workflows and processes. Improving and upgrading supportive systems (CRM, Priority, and internal database).

Operator and Team Leader at RR Media's NOC\Call Center (Network Operations Center):• Operating and monitoring all company services, providing tier1 technical support to the customers in collaboration with the other departments (DVB, Network, IT, Playout, OU & Commercial). • Coordination of maintenance work (Internal and external) and maintaining an up-to-date technical database.

Jerusalem, Israel, Il

The National Parks Authority call center provides information about the national parks in Israel and about activities offered in those parks. The call center is also serving and maintaining the NPA's members club (subscription renewals, events, discounts, etc).Some of my responsibilities:• Coordination with different entities (Police, Emergency Call Center of the Ministry of Environment, IDF, Education centers, etc.). • Development of a training/onboarding program for new employees.• Implementing and optimizing workflows, procedures, and supportive systems.• Produced the Bi-monthly newsletter for subscribers.• One of the projects I was incharge of was feeding the GPS data of the NPA sites on "Waze" (in collaboration with Waze team).

Cedar Park, Texas, Us

Educational Computer Instructor for Compedia.• Conducting number of courses for different populations – Beit Halochem – Jerusalem, WIZO's Kindergarten and Alyn Hospital. • Creating a course plan and adapting it to the participants' levels. • Providing emotional assistance and support during and after course.