Summary
Overview
Work History
Education
Skills
Timeline
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Benjamin Peverall

Nashville,TN

Summary

Passionate and dedicated project manager with an extensive 6+ years in SaaS based startups and corporations. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients relationships. Motivated to execute on customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and getting the job done.

Overview

8
8
years of professional experience

Work History

Technical CAD Analyst

First Due, Inc.
Nashville, TN
01.2023 - Current
  • Collaborate Daily with engineers, IM's, leadership, and analysts on technical CAD software integrations.
  • Meet daily with fire departments, dispatch centers, and software vendors on integration functionality and specific data fields needed for implementation.
  • Read and parse data file types like XML, Excel, txt, and email, and map data points into product required fields.
  • Solution client requirements creatively and effectively for target deadlines.
  • Troubleshoot any pre or post-deployment issues and enhacements, expediting when critical.
  • Obtain client documentation including agency and city codes, data dictionaries, and 10-codes.
  • Manage 100+ deployment projects and update projects simultaneously while meeting tight deadlines.
  • Implement and submit revisions as required by engineering or client.

Implementation Specialist

Electric Ai
08.2021 - 09.2022
  • Convert Salesforce opps into customer projected outline for Implementation map
  • Create MDM instances for end users and connect to Apples VPP/DEP
  • Schedule, deploy, and monitor security software (MDM) installation company wide
  • Troubleshoot end user roadblocks with the project management team and engineers
  • Work in tandem with previous customers MSP to move any items over, including antivirus software, MDM, email protections solutions, RMM, SSO platforms, VPN services, and SaaS apps
  • Document customer hardware provisioning details and work with Apple to setup custom stores for customers
  • Meet weekly with customers to discuss action items to hit projected go live dates
  • Install Electric’s service desk integration directly in Slack/Microsoft Teams
  • Conduct end-user training on service desk interactions, communication, hardware troubleshooting, etc
  • Conduct demos of Electric’s Onboarding tool and QA customer entries.

Onboarding Specialist

Kindful
03.2020 - 08.2021
  • Instruct/Review customer non-profit data spreadsheets of contact and transaction information
  • Edit, format, and upload data spreadsheets to Kindful CRM platform using matching tools
  • Attend to email and phone communications daily with non-profit organizations (customers)
  • Schedule and communicate daily meetings w/ customers and team members for deadlines and future steps in the 45-day onboarding process
  • Sync compatible integrations with the Kindful platform like Quickbooks, Mailchimp Eventbrite, etc
  • Troubleshoot customer concerns and escalate to engineering/design teams when necessary
  • Maintain and update tasks for accounts in Salesforce
  • Conduct training with customers based on their data and how it interacts with Kindfuls tools and resources
  • Educate, create, and provide resources on fundraising tools such as campaigns, crowdfunding, text to give, etc.

Customer Experience Associate

Lyft H.Q
07.2016 - 03.2020
  • Maintain multiple email groups in Zendesk categorized by customer lines of businesses; providing exceptional empathy on all forms of communication (email, SMS, phones and social media for live support)
  • Answer/respond to inbound phone calls for driver pay, rider reviews, compliance concerns, applicant onboarding, fraud concerns, etc
  • Assist with driver onboarding process including state-regulated documents, background checks, DMV reports, etc
  • Manually calculate and bonus for driver’s ride earnings, incentives, promotions, and fees
  • Create projects for analysis of new feature launches, user support interactions, and tracking data of negative experiences
  • Pilot outbound phone call tests centered around L&F, detractor feedback opportunities, and escalated situations
  • Manage domestic and international Lost and Found shipping cases through FedEx
  • Create and send monthly cost reports for Lost and Found shipping expenses
  • Attend weekly team meetings structured around team growth, customer problem solving, internal workplace updates, and personal development
  • Edit and audit data reports using different programs in Google Suite
  • Educate on customer handling in monthly review calibrations with international partners
  • Attend meetings with product engineers for feedback/customer concern reviews

Education

Cape Fear Community College, Coastal Christian High School
01.2015

Skills

  • Customer Care
  • Onboarding/Implementation
  • Data Analyst
  • Database Query Skilled
  • Software as a Service (Salesforce, Asana, Zendesk, Stripe, Google Suite, Microsoft, Github, Zoho, Jira etc)
  • Proficient in Google Sheets/Microsoft Excel
  • Project Management
  • Adaptable/Flexible
  • Exceptional Interpersonal/Empathy Skills
  • Technical Troubleshooting
  • Cross-team functional

Timeline

Technical CAD Analyst

First Due, Inc.
01.2023 - Current

Implementation Specialist

Electric Ai
08.2021 - 09.2022

Onboarding Specialist

Kindful
03.2020 - 08.2021

Customer Experience Associate

Lyft H.Q
07.2016 - 03.2020

Cape Fear Community College, Coastal Christian High School

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Benjamin Peverall