Summary
Overview
Work History
Education
Skills
Leadership Experience
Publications
Volunteer Experience
Timeline
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Benjamin Solomon

Jersey City,NJ

Summary

Experienced Operations Manager with a demonstrated history of optimizing customer support operations and enhancing user experiences in dynamic environments.

Currently overseeing operations for the customer support team at Obligo, utilizing advanced data visualization techniques and implementing AI solutions to track key performance metrics and increase team efficiency. Skilled in utilizing a variety of support platforms to enable seamless customer interactions and help the team resolve escalations quickly.

Overview

4
4
years of professional experience

Work History

Customer Support Operations Manager

Obligo
08.2023 - Current
  • Oversee operations for the customer support team
  • Create data visualizations that help track team performance in Tableau
  • Train and monitor Ai chat bot that resolves 35% of inbound customer inquiries.
  • Use tools like Aircall, HubSpot and Intercom to enable and track phone support across the move-in support and move-out billing teams.
  • Take internal escalations for team members and work cross functionally with CS, R&D and Product to troubleshoot issues related to new and existing product features.

Customer Operations Associate

Obligo
09.2022 - 08.2023
  • Fielded inquiries from renters and leasers regarding payments over chat, email and phone
  • Part of team the recouped over $115,000 in lost revenue through email and phone outreach to renters,
  • Utilized HubSpot, Jira and Tableau to organize customer data and outreach.

Member Experience Coordinator

Ro
08.2021 - 09.2022
  • Fielded, managed and resolved member inquiries and issues related to Ro accounts over phone and email
  • Assisted data team with responding to disputed charges in Stripe and documenting trends in disputes.

Customer Support Associate

MAVERICK HEALTH
02.2021 - 08.2021
  • Worked in operations for high-paced health start-up.
  • Handled customer service via phone and email.
  • Opened testing site in Boston, trained fellow employees, administered COVID-19 tests.

Case Manager

PARTNERS IN HEALTH
10.2020 - 01.2021
  • Called individuals exposed to COVID-19, explained public health procedures, gathered health information.
  • Established rapport with individuals to gain their trust around COVID-19 related health issues.

Education

Bachelor of Arts (BA) in Public Health -

Muhlenberg College
Allentown, PA
05.2020

Skills

  • Microsoft Office
  • Stata
  • SAS
  • SPSS
  • R-Studio
  • Python
  • Java
  • Salesforce
  • Intercom
  • Zendesk
  • Stripe
  • HubSpot
  • Tableau
  • Jira

Leadership Experience

  • Captain Brookline High School Football Team, Two-time Defensive Football Player of Year
  • Club President, Bow Tie Club

Publications

The Impact of State Firearm Laws on Homicide Rates in Suburban and Rural Areas Compared to Large Cities in the United States, 1991-2016, Siegel, M., Solomon, B., Knopov, A., Rothman, E., Cronin, S., Xuan, Z., & Hemenway, D., Journal of Rural Health

Volunteer Experience

  • Big Brothers Big Sisters, New York, NY, 2021 - 2023
  • Bow Tie Club, Allentwon, PA, 2019 - 2020
  • Lehigh Valley Health Network, Allentown, PA, 2018 - 2020.

Timeline

Customer Support Operations Manager

Obligo
08.2023 - Current

Customer Operations Associate

Obligo
09.2022 - 08.2023

Member Experience Coordinator

Ro
08.2021 - 09.2022

Customer Support Associate

MAVERICK HEALTH
02.2021 - 08.2021

Case Manager

PARTNERS IN HEALTH
10.2020 - 01.2021

Bachelor of Arts (BA) in Public Health -

Muhlenberg College

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Benjamin Solomon