It Intern Tech University

Zachary Benear

Austin, TX 512-***-**** *******@*****.*** http://www.linkedin.com/in/zbenear

Client-Centered Technical Partner

A Client-Centered Technical Partner with repeated success in optimizing the customer experience for diverse organizations. Whether managing operations for a retailer or leading a service team, my ability to quickly understand products and services, educate others on utilization best practices, and continually identify and resolve pain points has only continued to grow. I am eager to leverage my adaptability, client focus, and technical experience. SKILLS & KNOWLEDGE

Implementation Management

Process Improvement

KPI Management

Needs Assessment

Workforce Optimization

Coaching & Training

Performance Management

Onboarding

Revenue Generation

Business Development

Sales Strategy

Brand Development

Service Excellence

Client Relations

Customer Experience

Relationship Management

Technical Competence: Workday Kustomer Genesis Avaya C & C++ Programming PROFESSIONAL EXPERIENCE

Everise (formerly Trusource Labs) Austin, TX

Supervisor & Trainer 2020-Present

• Provide consistent service excellence as a team lead for a third-party call center provider from leading training to managing overall performance, becoming a technical and operational thought partner to senior leaders.

• Cultivate valued client relationships by identifying pain points, understanding customer needs, and learning service or product offerings and capabilities for strategic clients such as AON, United Health Care, Centene, and Maximus.

• Create and deliver multidisciplinary in-person and virtual trainings including designing, scheduling, and defining key content for teams of up to 80 technical and non-technical call center team members, resulting in a 97% pass rate.

• Manage call center performance through KPI tracking, ongoing gap and trend analysis, and individualized coaching ensuring adherence to client and corporate guidelines and procedures, maintaining performance goals throughout COVID-19 challenges.

• Drove diverse workforce optimization initiatives with notable successes such as: o Streamlined call distribution, management, and escalation processes for Maximus’s vaccine roll-out service department, reducing redundant escalations by over 85%.

o Developed a comprehensive ticket management process for Centene by identifying submissions patterns, setting clear criteria, and developing guides and resources, decreasing ticket rates by over 80%. Sales Representative, Subject Matter Expert (SME) (Client: Ring) 2019-2020

• Sold ring services to both business and individual customers by identifying customer needs, providing service and product education, and resolving conflicts, consistently averaging a 20% conversion rate monthly (15% corporate conversion goal).

• Implemented multiple process improvements during company’s first sales-centered relationship to mitigate obstacles, optimize revenue potential, and enhance efficiency, establishing standards that were implemented companywide. Head Hunters Lubbock, TX

Manager, Operations 2018-2019

• Managed retailer operations including hiring and training 4 delivery drivers, route scheduling, inventory management, and POS system implementation, serving an average of 60 customers daily.

• Optimized company marketing strategy across merchandizing, promotional events, and brand awareness by creating content, responding to inquiries, and expanding presence to Instagram, Twitter, and Facebook, contributing to sales growth of 20%.

• Established a video communication sales approach by implementing Skype, Google Duo, and FaceTime as an option for customers, increasing response time.

MCI-USA Event Technology Services, (Formerly Wyndham Jade) Dallas, TX IT Intern 2015

• Streamlined technical support workflows utilizing Confluence by identifying communication gaps, tracking issue trends, and addressing unresolved cases, improving productivity and efficiency across the team of 10. EDUCATION

Texas Tech University Lubbock, TX

Computer Science Coursework Courses Include: Intro to Coding Coding Fundamentals Coding in C++ Basics in C

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