Benjamin Smith
Customer Service Supervisor @Siemens Healthineers
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WORK HISTORY
Customer Service Supervisor @Siemens Healthineers
NC, US
Project lead on developing, implementing, training for a new digital case management email system, PEGA - Led a transition team and process for customer go-live implementation of smart email solution to ensure a smooth and successful transition - Manage day-to-day activities of departmental programs, operations, and mission (Both in-person, and virtually)- Proactively created, managed, and updated work instructions to ensure adherence, and compliance within the organization - Reduced average hold time for customers from 30mins to 2mins (on average)- Aligned with management to create KPI’s, and metrics to measure call volume, average speed to answer, length of calls, order accuracy, and complaint resolution leading to a decrease call abandonment rate from 56% to 2%- Developed and implemented training initiatives for new hires resulting in faster and successful onboarding - Provide customer, analytical, and team support for the Customer Service Organization team- Facilitation of unique credit requirements - Proactively managing work distribution, complaint resolution, and customer communication for over emails per month - Driving adherence to KPI’s, SOX audits, order accuracy, order fulfillment, management, and logistics etc- Conduct internal audits to ensure alignment with policies and procedures, and preparedness for monthly audits for internal and external auditors - Drove automation of order processing through the ESKER team while onboarding workflow automation - Demonstrated leadership without authority by facilitating presentations to Siemens salesforce - Lead on developing and deployment of Reagent Reimbursement Process - Single point of contact for established tiger team during the software integration upgrade in Indianapolis warehouse
EDUCATION
North Carolina State University
Bachelor of Arts (B.A.), Communication, Interpersonal and Public
ABOUT BENJAMIN SMITH
Outcomes-oriented, intrinsically driven business professional with more than 6 years of experience in team management (up to 50 direct reports; increased profitability at each location by 19.8%), DTC sales (average of 144K/month, with exceeding sales volume realized month over month at each Enterprise location), B2B direct sales (realized 12% increase in new B2B accounts at each Enterprise location), B2B account management (retained 100% of accounts assigned). Consistently top seller with awards (5 Time Warner; 8 Enterprise). Adept at business strategy, developing and implementing programs at the branch level that resulted in improved customer service, employee development, profitability, and fleet growth. Coached 20% of direct reports at Enterprise to promotion, and retained 90% of all team members throughout tenure. Proven strengths include: Management, Business Strategy, Direct Sales, Account Management, Leadership, Relationship Building, Operations/Logistics, Problem Solving, Communications.
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