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Kevin Epstein
Manager, Total Solutions @Benefitfocus
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WORK HISTORY
Manager, Total Solutions @Benefitfocus
Lead my team of Customer Support Specialists and Client Implementation Analysts to effectively respond to and resolve issues/requests in a timely manner to lead to improved customer satisfaction.• Ensure the team effectively communicates, implements, and interprets customer service policies and procedures.• Adhere to and report on established SLAs for the Service Support organization.• Develop key metrics and performance indicators to measure success of the team.• Evaluate the effectiveness of the support team and drive continuous process improvements; implement process adjustments and/or system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels and to improve business relationships with customers.• Ensure the delivery of reporting necessary for day-to-day operations of the team.• Develop effective working relationships with key internal and external customer contacts to understand business conditions and future needs; work closely with the Customer Success Managers and Leadership to ensure exceptional support is provided to our premier customers.• Responsible for training, performance management and career development of Associates while developing and monitoring team/Associate goals.• Address disciplinary and/or performance problems according to company policy.• Creation and maintenance of team knowledge bases to ensure associate reference resources are kept current and articulate.• Create and maintain a work environment that motivates associates to remain engaged and to perform at their highest level.
EDUCATION
Clemson University
Bachelor of Science (BS), Accounting and Finance with a minor in Management
SKILLS
ABOUT KEVIN EPSTEIN
I have 10 years of software consulting experience. I have provided my expertise to clients in both the healthcare and nonprofit industries. Throughout my career I have executed 1200+ projects from start to finish. I am an avid user of Salesforce as that is where I have tracked each and everyone of my projects. I have confident and professional speaking abilities and I strive to provide the best customer experience possible.During my free time I enjoy the outdoors, and hanging out with my wife and two rescue dogs. I have a passion for fishing and do it as much as I can! I also enjoy golfing and cooking!
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