Roger Reuben
Woodstock,GA
Summary
Experienced in client relationship management, consistently enhancing customer satisfaction. Strategic planning and execution skills lead to improved customer engagement and loyalty. Reliable team collaborator known for adapting to dynamic environments and achieving results.
Overview
4
4
years of professional experience
Work History
Site Leader
Gopuff
08.2023 - Current
- Oversee operations across two locations, leading a team of 23 to process over 2,700 weekly orders with 99% order accuracy
- Drive efficiency by maintaining SKU-level defects below 5% and ensuring
- Manage staffing and scheduling to achieve a cost per order (CPO) under $2, aligning with budget goals and optimizing resource allocation
- Implemented innovative solutions to address site-specific challenges, resulting in improved efficiency and effectiveness.
- Established strong relationships with stakeholders, clients, and vendors for seamless communication and collaboration throughout the project lifecycle.
Client Support Manager
Weedmaps
04.2022 - 08.2022
- Led a 15-member team, successfully onboarding 465 dispensaries and brands, achieving a 93% client satisfaction rate
- Reduced system defects by 31% through comprehensive training and support, enhancing overall platform functionality
- Provided actionable performance metrics and trend reports that drove strategic decision-making and operational improvements
- Reduced client churn by proactively addressing concerns and identifying areas for improvement within the support experience.
Customer Support Manager
Coinbase
03.2021 - 03.2022
- Managed a 15-member team, surpassing key performance targets in CSAT, QA, RR, and FCR while ensuring compliance with AML, BSA, KYC, and Reg E protocols
- Promoted cross-functional collaboration, resolving complex customer issues and bugs with seamless coordination across teams
- Developed and coached team members, improving individual performance and driving overall team success
- Spearheaded the rapid expansion of the Atlanta market, growing it by 70% in 3 months, becoming the largest market in the company
- Established SOPs that boosted operational efficiency, achieving a 4.9 CSAT score and a 99.95% on-time delivery rate
- Reduced the cost per transaction (CPT) to $0.90, driving significant cost savings and positioning the market for long-term success
Education
Bachelor of Arts - Psychology
Clark Atlanta University
12-2015
Skills
- Process improvement
- Data-driven strategic planning
- Cost-benefit analysis
- Report writing and presenting
- Critical thinking skills
- Excellent communication skills
- CRM Systems: Salesforce
- CRM Systems: Zendesk
- Data Analytics & Reporting: Tableau
- Data Analytics & Reporting: SQL
- Advanced Reporting & Analytics
- Program implementation
- Negotiation
Dataanalyticsreporting
- Tableau
- SQL
- Zendesk/SalesForce
Timeline
Site Leader
Gopuff
08.2023 - Current
Client Support Manager
Weedmaps
04.2022 - 08.2022
Customer Support Manager
Coinbase
03.2021 - 03.2022
Bachelor of Arts - Psychology
Clark Atlanta University
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