Benjamin Soper
Sandy
Summary
Operations professional prepared for this role with strong analytical skills and strategic mindset. Demonstrated ability to streamline processes, optimize resources, and enhance operational efficiency. Strong focus on team collaboration and adaptability to changing needs. Expertise in data analysis, project management, and problem-solving, ensuring reliable and impactful performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Analyst
Presence
10.2023 - Current
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Optimized operational efficiency by analyzing and streamlining processes.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Created custom reports and visualizations to support decision-making processes.
- Assessed operational performance to identify areas for improvement.
- Supported supervisor and associated team members to maintain system functionality.
- Collaborated with cross-functional teams to develop comprehensive project plans, ensuring timely delivery of key milestones.
- Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
- Developed performance metrics to evaluate operations effectiveness, enabling continuous improvement initiatives.
- Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
- Identified inefficiencies in current systems, recommending adjustments that resulted in increased productivity levels.
- Spearheaded process automation initiatives, reducing manual efforts required in day-to-day operations tasks significantly.
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
- Led cross-functional teams to complete projects on time and within budget.
- Developed written documents and reports related to programs and operations.
Support Services Manager
Presence
01.2021 - 10.2023
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Prepared employee schedules for maximum coverage during key hours.
- Monitored employee and customer interactions to assess quality of service.
- Prepared agendas and took notes at meetings to archive proceedings.
- Managed specialist team to provide technical assistance and customer service.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Created, prepared, and delivered reports to various departments.
- Organized and updated databases, records and other information resources.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Coordinated events and meetings for staff and clients.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Completed bi-weekly payroll for four employees.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Conducted regular performance evaluations for team members, identifying areas for improvement and providing constructive feedback.
- Collaborated with cross-functional teams on projects aimed at improving overall customer experience within the organization.
- Streamlined internal processes for improved team productivity and client satisfaction.
- Analyzed support ticket data to identify trends in issues faced by customers, informing future product development decisions.
- Created effective communication channels between departments, fostering collaboration and teamwork.
- Enhanced customer satisfaction by implementing efficient support services strategies.
- Led a team of support professionals to deliver exceptional service levels and resolve complex issues promptly.
- Developed comprehensive documentation to assist in troubleshooting efforts, reducing time spent on issue resolution.
- Mentored junior staff members, providing guidance on best practices in customer service management.
- Championed company culture initiatives, consistently reinforcing core values and fostering a positive work environment for all team members.
- Optimized workforce scheduling to ensure adequate coverage during peak hours while minimizing costs related to overtime pay or employee burnout.
- Assisted with the recruitment process by interviewing potential candidates, evaluating skills fit for open positions within the Support Services department.
- Served as an escalation point for high-priority cases, ensuring timely resolutions that met client needs.
- Oversaw employee training programs, increasing staff competence and improving overall performance metrics.
Support Services Representative Tier II
Presence
05.2018 - 01.2021
- Coordinated with therapists, school staff and internal employees to resolve technical issues and process questions to ensure that teletherapy sessions were able to be delivered successfully.
- Maintained a large backlog of multiple various types of complex issues.
- Frequently collaborated with other team members and departments to find the best resolution for issues.
- Identified and trained seasonal employees to assist as temporary members of our support team.
- Used superior communication and problem solving skills to help maintain relationships with customers when technical issues impacted the future of a sustained partnership.
- Used live chat, email, internal messaging systems and phone call to communicate with any necessary parties.
- Served as a resource for other members of the team to help answer questions and assist with complex issues.
Support Services Representative Tier 1
Presence
08.2016 - 05.2018
- Helped troubleshoot and resolve multiple various types of complex technical issues impacting the delivery of teletherapy services.
- Collaborated with other team members, teletherapists, school staff and internal employees to ensure a prompt resolution of issues.
- Used live chat, email, internal messaging tools to communicate with any parties necessary in order to resolve technical issues.
- Identified and routed customers to appropriate teams or departments if issues were outside the scope of this role.
- Identified and trained seasonal employees brought on to assist with busy seasons.
Education
High School Diploma -
Bingham High School
South Jordan, UTAssociate of Arts -
Weber State University
Ogden, UTSkills
- Reporting skills
- Operational efficiency
- Workflow optimization
- Data analysis
- Process updates
- Multitasking
- Organizational skills
- Project management
- Problem-solving
- Teamwork and collaboration
- Multitasking Abilities
- Excellent communication
Software
Google Suite (Gmail, Google Sheets, Google Slides)
Personal Information
Title: Support Services Manager
Contact
Sandy, UT 84094
Education
South Jordan, UT
Certification
- Certified ScrumMaster (CSM) - Scrum Alliance.
Timeline
Operations Analyst
Presence
10.2023 - Current
Support Services Manager
Presence
01.2021 - 10.2023
Support Services Representative Tier II
Presence
05.2018 - 01.2021
Support Services Representative Tier 1
Presence
08.2016 - 05.2018
High School Diploma -
Bingham High School
Associate of Arts -
Weber State University
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