Brian Benge

About Brian Benge

Proven effective leader that drives overall organizational profitability and customer loyalty by leveraging extensive expertise in multi-channel customer care solving customer\'s unique challenges. Creates a service driven culture with an ability to motivate employees to take a customer centric approach in all daily work activities, always putting the customer’s needs first. Proactively removes barriers to both internal and external customer’s success, freeing them to pursue the business’s promise.

Experience

1. Senior Director of Customer Care

   Arcade1up

   Feb 2021 — Present · Miami, FL, US

   Provides leadership to the customer service group and represents the Voice of Our Customers (called \"fans\") across the entire company. Helps drive operational effectiveness, profitability, and success of the Arcade1Up organization by improving the overall quality of the customer experience through collaboration with senior leaders and other departments across the company.• Built out a broad spectrum of tools, information, and wide-ranging infrastructure for the Customer Care Network of agents to deliver exceptional fan support• Drove the Voice of the Customer up to 96.8% “Very Satisfied” through a comprehensive approach to supporting the customer from pre-sale inquires to post sale technical and warranty product support• Created an out-of-warranty sales process for parts that brings in $600K in annual revenue, fully supporting all needed factory parts purchases and storage costs.• Delivered an 80% decrease in First Response Time performance for our fans inquiries while lowering the Customer Care Network’s operational costs by 35%

Education

• Florida State University - College of Business

  Bachelor of Science (B.S.)

Skills

• Analysis
• Operational Excellence
• Leadership
• Income Statement
• Salesforce.com
• Supply Chain Management
• Sales Operations
• Customer Retention
• Team Leadership
• Account Management
• Change Management
• Distribution Center Operations
• Quality Assurance
• Customer Experience
• Contract Negotiation
• Pricing
• Purchasing
• Process Improvement
• P&L Management
• Customer Service Management
• Business Process Improvement
• Sales Presentations
• Merchandising
• Six Sigma
• Performance Management
• Crm
• Training
• Logistics
• Customer Satisfaction
• Forecasting
• Continuous Improvement
• Call Centers
• Vendor Management
• Inventory Management
• Inventory Control
• Coaching
• Supply Chain
• Leadership Development
• Management
• Team Building