BENJAMIN RICKMAN

• Started with the Service Desk taking inbound technical support calls for students, staff, and faculty.
• Diligently followed up on open tickets, ensuring timely resolutions and keeping customers informed throughout the process.
• Identified recurring issues and worked with other departments to investigate and find a resolution.
• Participated in regular training sessions to stay current with industry trends, improving skills and expanding areas of expertise.
• After a year of that, I transitioned to the help desk side of the house and learned more of the processes our IT department uses to manage devices campus wide.
• After just a few months I was promoted to a Support 1 role and have since gotten to participate in a few big projects within the organization such as; our Printer Logic transition, the Network upgrade and optimization, and most recently our phone migration from Avaya to Cisco (Not to mention our ongoing migration from SCCM to Work Space 1).

• Hired on as a supervisor, I began learning a new line of business in sales
• During that time, I was put in charge of new hires that were taking calls for the first time as a "nesting" supervisor, I had my own tenured production team, and I also had the responsibility of having our escalation team report to me
• I was able to exceed sales goals on a daily and monthly basis and eventually reached the accolade of having the top sales team for 1 month
• After roughly 6 months I was selected to help build a fresh Line of Business from the ground up where I was entrusted with recruiting supervisors that would become my peers, managing the workspace as far as making sure we had the necessary equipment and programs up and running at each work station, conducting interviews for the new hires that would join us, and ultimately learning the project inside and out through training class and working with upper management to prepare for our launch
• When my manager was needed in a different role, I was chosen to take his place in an interim capacity where I took on the responsibilities of an Operations Manager
• These responsibilities included, conference calls with other operation managers from different sister sites to prep for calls with our client and discuss what needed to be done to make our project successful, being a point of contact that could help internal leadership and the client with any and all tasks, and communicating with my site any updates or important updates to our line of business
• All while still running my own production team successfully
• 6 months later it was time for me to adapt again as we got a new contract with a new client
• So I was able to take from my most recent experience in creating a new line of business and transition my team and entire department to the new client
• With all the changes, from moving call floors physically to and from different areas of the building, to learning new projects that were vastly different, my biggest success was retaining employees, minimizing turnover, and managing performance to remain at a high level through all the obstacles thrown our way
• In January of 2020 I was promoted to Operations Manager and oversaw the team of supervisors for the same line of business
• In March 2020 I helped launch one of the most successful transitions from in office to work from home during the Covid-19 outbreak
• Out of thousands of companies, my company received an award for our response time initiating and completing our work at home deployment
• During this transition I also planned, oversaw, and executed the launch of a new project successfully.

• AFNI was my first call center that helped launch my career in the BPO industry
• After training for 6 weeks, I was promoted to a position called a floor walker where I would assist front line agents by showing them how to navigate the programs and tools provided by AFNI, answer questions, report issues, assist in escalated calls, and organize the flow of the call floor
• After 3 weeks of floor walking I was promoted to a coach and received my first team of agents that I would be responsible for
• I stayed in this role for 1 month before being recruited by the training department to teach new hire classes
• The rest of my time at AFNI would be spent cycling between 6 weeks in a classroom teaching and 5 weeks on the production call floor helping the agents apply the knowledge they just gained
• In this time I became the lead trainer for being able to retain new hires and compete in the top 1% of teams, not only internally at AFNI but also with the client's internal performance numbers
• For this reason I was chosen to train for several other departments including high level business accounts, our web based support teams, and even our trainers overseas.

My duties as Supervisor included Buying, selling, and trading of video games and their respective peripherals, managing the staff in regards to scheduling and support, repairs, organizing events, growing our customer base as well as creating regular and frequent shoppers, general upkeep, and client satisfaction.

Brand new to the industry, I started this job as a supervisor. I had to quickly learn how to do the job I was hired for but, I also had to manage employees with much more experience in a demanding performance based industry. I learned quickly how to gain the "buy-in" of those that were reporting to me and how to drive performance. After a few months, I was promoted to Assistant Manager and took on even more responsibilities.