Benjamin Lebeau
Las Vegas,Nevada
Summary
- Experienced professional providing end to end omnichannel support solutions that will empower your business with consistent world class customer experiences. Great support begins with great people, great policies, great processes, and great platforms, and following these guiding principles I will take a comprehensive strategic approach to workflows, training, employee morale and incentives, quality monitoring, customer data management, and upselling to ensure your support department is aligned and ready to wow the customer with every interaction. Ability to thrive and adapt to fast paced demanding environments in order to build your customer service center into an indispensable value adding asset.
Overview
17
17
years of professional experience
Work History
VP of Customer Relations
MYDAILYCHOICE Inc.
06.2020 - 07.2024
- Provided full support solutions for USA, Europe, Canada, Japan, South Africa, Nigeria, Mexico, Philippines
- Created contact center career path and developed entry level employees to achieve multiple supervisory, management, and interdepartmental positions
- Universalized processes and training to ensure consistent quality of service across all locations and support teams.
- Created strong culture of loyalty and positivity
- Worked with developers to create in-house CRM using principles of Centralization, Customization, and Clarity to focus on efficiency, accuracy, and one contact resolution
- Created upselling program to improve sales and retention through personalization and simple/effective upsell attempts
- Developed Premier Affiliate Leader program (PAL) providing concierge support for top level affiliates.
- Created and maintained knowledge base as well as interactive FAQ AI answer bot for use by both employees and end users
- Managed incorporation of multiple MLM companies and affiliate teams into MDC systems and LOB applications
- Managed transitions to new CRM and admin platforms
- Continually worked with COO and CEO to ensure company vison for support was mirrored in all service representative conduct, communications, and messaging
- Presented to International audiences of up to 5,000 at both live and live stream on topics such as importance of Customer Care, sharing product and income experiences compliantly, etc.
- Managed all aspects of support for 30+ live events of 200-4000 attendees locally and internationally
Director of Customer Service
MYDAILYCHOICE Inc.
02.2019 - 06.2020
- Directed omnichannel customer service department fielding 5000-10000 contacts weekly
- Successfully achieved %99+ answer rate consistent agent upsells through focus on curious questions and personalized upsell attempts
- Created Call Quality standards focusing on accuracy, professionalism, and added value to achieve consistent world class customer support
- Developed outbound project programs to maximize department sales/retention potential
- Created uniform contact center policies in regards to information handling, user verification standards, privacy, and compliance with FTC and FDA product/compensation claim standards
- Created and conducted trainings on all of the above for both MDC employees and independent affiliates.
Manager of Sales & Operations
K-TEC HOLDINGS, GEO, LLC and Blendfresh, LLC
10.2018 - 02.2019
- Managed sales, operations, customer experience, purchasing, and products for two separate brands
- Trained employees on products, procedures, shipping/logistics, and supply chain functions
- Full management of both brands using e-Commerce platforms: Amazon Seller Central and Shopify
- Partner with Blendtec and outside Agencies for Social Media marketing to grow brand awareness
Manager of Customer Experience
Blendfresh, LLC
03.2016 - 10.2018
- Supported omnichannel business support for 2,000+ field representatives, retail and direct customers
- Streamlined the agent training process resulting in increased upsell rates
- Assisted with development of unique consumer-oriented compensation model, policies and procedures, product development, and social media marketing
- Selected and managed implementation of new LOB applications including Infotrax, Firestorm, Microsoft CRM, Microsoft AX, Xensoft Trinity, Shopify, and Amazon Seller
- Managed and attended events and trade shows
Customer Care Supervisor
Blendtec
06.2014 - 03.2016
- Managed team of 15 Call Center agents
- Coached, trained, and reviewed agents on professional phone presence and communication skills, selling, de-escalation practices, and technical skills
- Worked with top level distributors in assisting them to grow their personal business
- Utilized LEAN management process to improve workflows, policies, and trainings
- Assisted with development and handling of international policy and service for Japan, Spain, Korea, Australia, Mexico, and Canada.
International Project Manager
Morinda
06.2012 - 04.2014
- Worked with country and call center managers on implementing and training of international programs and projects
- Managed outbound contact projects as well as incentive and motivational programs for contact center.
- Provided leadership to call center agents
- Created written communications for distributors and customers.
Senior Customer Service Agent
Morinda
08.2007 - 06.2012
- Facilitated inbound and outbound calls to independent distributors and customers
- Supported independent product distributors with all aspects of business support
- Assisted agents with problem resolution, policy, coaching, and performance
- Upsold products and business services: consistent top 10 upseller (of +200 agents)
- Consistently awarded for top level call quality and call personalization and worked with training department to assist others in learning such skills.
Education
Bachelor of Japanese Language And Literature -
Brigham Young University
06.2012
Skills
- Strategic Support Solutions
- Team Building Expert
- Thriving in fast paced environments
- Personalized Support Solutions
- Creative problem solver
- Excellent training and presentation skills
Additionallanguages
Fluent in Japanese (speaking/reading/writing)
Timeline
VP of Customer Relations
MYDAILYCHOICE Inc.
06.2020 - 07.2024
Director of Customer Service
MYDAILYCHOICE Inc.
02.2019 - 06.2020
Manager of Sales & Operations
K-TEC HOLDINGS, GEO, LLC and Blendfresh, LLC
10.2018 - 02.2019
Manager of Customer Experience
Blendfresh, LLC
03.2016 - 10.2018
Customer Care Supervisor
Blendtec
06.2014 - 03.2016
International Project Manager
Morinda
06.2012 - 04.2014
Senior Customer Service Agent
Morinda
08.2007 - 06.2012
Bachelor of Japanese Language And Literature -
Brigham Young University
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