Ben Kern
Ecommerce Systems Analyst @Stanley 1913
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WORK HISTORY
Ecommerce Systems Analyst @Stanley 1913
Seattle, WA, US
EDUCATION
Colorado College
Bachelor's degree, International Political Economics, History
Colorado College
Bachelor's degree, International Political Economics
SKILLS
ABOUT BEN KERN
Project manager with 4+ years of experience who specializes in utilizing resources efficiently to deliver successful projects on time and within budget.ACCOMPLISHMENTS• Developed and Implemented a Quality Management team that improved resolution rate with customers by 35%.• Implemented a new telephony platform, CXOne from NICE, improving call capture KPI by 68%.• Redesigned weekly report on Voice of the Customer that resulted in 3x utilization increase.• Implemented new returns platform and policy increasing team efficiency by 80%.• Researched, built, and implemented new phone staffing model to increase call capture KPI from <35% to 98%.• Achieved 40% promotion rate for 30+ direct reports over a 2 year period.CORE COMPETENCIES Project Management| Program Management | Leadership | Accountability| Emotional Intelligence Executive Communication | Process Improvement | Time Management | Quantitative Analysis | Research | System Administration | Zendesk | Gsuite | Microsoft Office | Excel | Smartsheet | Monday.com | Jira | RACI charts | Lean Six Sigma principles | Change Management | Customer ServiceLEADERSHIP PRINCIPLESCustomer Obsession| Bias for Action | Learn and Be Curious | Invent and Simplify | Take Ownership
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