Ben Singer Email & Phone Number

Kitchener, Ontario, Canada

Waterloo, Ontario, Canada

• Fostered and maintained robust customer relationships by regularly communicating with them through phone, email, and in-person visits, ensuring a deep understanding of their needs and concerns.
• Orchestrated and delivered compelling product and process presentations, showcasing a comprehensive knowledge of transit technology solutions to support and enhance the goals of transit agencies.
• Applied a customer-centric approach to pricing calculations and proposal preparation, aligning solutions with agency objectives while demonstrating financial acumen.
• Served as the customer's advocate, proactively identifying and escalating issues to ensure swift resolution and satisfaction, further solidifying the partnership between the organization and transit agencies.
• Collaborated effectively with sales engineers, project managers, and customer support representatives to provide seamless support to transit agencies, facilitating a cohesive and customer-focused approach across.
• Demonstrated strong results orientation by contributing to the retention and growth of customer business, achieving a balance between customer needs and organizational goals.

Waterloo, Ontario, Canada

• Engineered efficient train service schedules, including public and special event timetables, garnering necessary approvals and optimizing resource utilization.
• Led the seamless management of the Special Events planning process, fostering strong relationships with internal and external stakeholders.
• Accountable as the application owner for INIT technology services, ensuring internal and external development, performance, and reporting, while maintaining data integrity.
• Drove continuous improvement in operations, outcomes, and passenger satisfaction through strategic reporting, analysis, and response to feedback.
• Coordinated scheduling performance improvements for operations, clients, and government entities, meeting current and future demands.
• Conducted in-depth analysis of events impacting contractual performance and passenger experience, identifying and reporting root causes.

Manchester, United Kingdom

• Orchestrated seamless management of multiple client accounts, ensuring exceptional service delivery and client satisfaction.
• Collaborated proficiently in the design and development of customer journey mapping and service blueprints, contributing to the enhancement of overall service quality.
• Demonstrated a strategic mindset by successfully conducting a comprehensive passenger experience review for Southeastern (Train Operator), presenting opportunities to improve services, customer satisfaction scoring.
• Spearheaded impactful service improvements and conducted performance reviews, elevating client and contract services to new levels of excellence.
• Applied advanced statistical analysis to data feeds, delivering insightful results to client decision-makers, facilitating fact-based informed business decisions.
• Established robust communication channels with clients and internal stakeholders, fostering a collaborative and efficient work environment.

Stockport, United Kingdom

Stockport, United Kingdom

• Led and supervised inbound customer service advisors, fostering a high-performance team.
• Ensured delivery of efficient and excellent service to all customers by coaching and conducting quality reviews for customer advisors.
• Conducted customer journey mapping, identifying opportunities for service improvements and implementing enhancements.
• Provided crucial support to other sites during the launch of new services and processes, ensuring seamless transitions.
• Spearheaded and implemented process improvements, reducing scheduling workloads and enhancing callback efficiency, resulting in decreased customer frustration.
• Contributed to the successful launch of the 'iKnow' agent assistance software, improving advisors' ability to navigate customer queries efficiently.

Crewe, United Kingdom

• Spearheaded end-to-end management of business development and improvement projects, leading to the successful execution of an enhanced customer journey and achieving £250k in cost reduction for Lloyds Bank.
• Conducted comprehensive analyses of "As-Is" processes, meticulously gathering customer insight data to inform strategic decision-making and drive process improvements.
• Facilitated client workshops, effectively delivering customer journey proposals and communicating analysis results, fostering collaboration and aligning stakeholders for successful project outcomes.
• Implemented strategic initiatives aimed at elevating the overall customer experience and journey, contributing to the achievement of organizational goals and enhancing customer satisfaction.

Crewe, United Kingdom

Stoke-on-Trent, United Kingdom

Stoke-on-Trent, United Kingdom

Birmingham, United Kingdom