Benjamin Williams
Denver,CO
Summary
Accomplished professional with expertise in consultative selling and cross-functional collaboration, honed at Gusto. Achieved a 95% customer satisfaction rate through strategic process improvements and technical troubleshooting. Proven track record in revenue growth and onboarding excellence, leveraging B2B SaaS expertise to drive client success and satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Onboarding Specialist
Gusto
Denver, CO
- Top Performer: Consistently ranked within the top 10 of specialists during first year of tenure through high-volume engagement and efficient closing of onboarding cycles.
- Consultative Sales: Led discovery conversations with small business owners to assess payroll, HR, and benefits needs, consistently identifying and closing upsell and cross-sell opportunities during onboarding; successfully generated $78,740 in credited revenue (MRR) across 474 new joins with an average deal size of $134.
- Pipeline Management: Owned a high-volume onboarding and expansion pipeline across chat, phone, and email, managing 575 total influenced interactions to exceed weekly conversion and revenue targets; achieved a top 5 ranking in both total join volume (#4) and credited amount (#5) for the quarter.
- High-Volume Engagement: Manage a high-velocity pipeline of live chats, phone calls, and emails, supporting customers through critical discovery and decision phases.
- Product Expertise: Develop deep product knowledge to translate complex software features into simple concepts, building customer empathy and trust.
Hospitality Manager
Sonder
Denver, CO
01.2024 - 10.2024
- Performance Excellence: Achieved a 95% first-contact resolution rate for customer inquiries while maintaining peak satisfaction scores.
- Process Innovation: Reduced response times by 20% by implementing new digital communication platforms to streamline guest interactions.
- Account Ownership: Managed complex property operations and coordinated with crossfunctional teams to resolve high-level technical and maintenance issues.
Campaign Operations Specialist
Ibotta
Denver, CO
08.2020 - 02.2023
- Revenue Support: Managed the launch of 100+ B2B campaigns with 98% accuracy, ensuring seamless delivery for high-value clients.
- Retention Growth: Resolved technical campaign issues for stakeholders, leading to a 10% increase in customer retention.
- Issue Resolution: Handled 50+ daily escalations with a professional, solution-oriented approach to maintain client satisfaction.
Workplace Experience Coordinator
OpenTable
Denver, CO
10.2016 - 05.2020
- Strategic Planning: Developed a cooperative workplace strategy that significantly increased team productivity and morale.
- Stakeholder Satisfaction: Maintained a 98% satisfaction rate regarding resource management and facility needs for a 200+ employee office.
Customer Service Representative
OpenTable
Denver, CO
10.2016 - 12.2017
- Performance Metrics: Exceeded resolution targets to maintain a 95% customer satisfaction rating across multi-channel platforms.
- Mentorship: Accelerated the onboarding of new hires by 30%, improving overall team efficiency and service delivery.
Education
AI Prompt Engineering Certification -
University of Colorado Denver (CU Denver)
Athens, GA01.2025
Associate of Arts - English Language And Literature
University of Georgia
GA05-2011
Skills
- Consultative selling and closing
- Pipeline management
- Upselling and cross-selling
- Revenue growth strategies
- Technical troubleshooting
- Persuasive pitching
- Multi-channel support
- Cross-functional collaboration
- Process improvement
- CRM proficiency
- Data entry accuracy
- Onboarding excellence
- B2B SaaS expertise
- Payroll and HR support
- Hospitality management skills
- Health insurance and benefits knowledge
Certification
AI Prompt Engineering Certification, University of Colorado Denver (CU Denver), 05/25
Earlier Career Highlights
- Frasca Food and Wine: Managed operations for a restaurant with over $1M in annual revenue; reduced labor costs by 5% through strategic restructuring.
- The Kitchen Restaurant Group: Increased reservations by 25% within six months by leveraging networking and relationship-building skills.
Timeline
Hospitality Manager
Sonder
01.2024 - 10.2024
Campaign Operations Specialist
Ibotta
08.2020 - 02.2023
Workplace Experience Coordinator
OpenTable
10.2016 - 05.2020
Customer Service Representative
OpenTable
10.2016 - 12.2017
Onboarding Specialist
Gusto
AI Prompt Engineering Certification -
University of Colorado Denver (CU Denver)
Associate of Arts - English Language And Literature
University of Georgia