Customer Success Continuous Improvement

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Daniel A. Benson

Spencerport, NY ***** * 585-***-**** * ***********@*****.***

EXECUTIVE SUMMARY

Dedicated and results-driven operations leader with over 10 years of progressive leadership responsibility in operations management, customer success, logistics, and retail operations. Proven track record of exceeding retention, revenue and profit targets, expense reduction, leading continuous improvement initiatives, and developing business solutions resulting in cost savings. Have recruited, trained, and supervised work force sizes to execute all company directives and exceed KPI’s. CORE COMPETENCIES

• People Leadership

• Change Management

• Cross Functional Leadership

• Budgeting/P&L Analysis

• Process Improvement

• Customer Success

• Lean/Agile

• Vendor Management

• Contract Management

PROFESSIONAL EXPERIENCE

Eastman Kodak, Rochester, New York October 2022 – September 2024 Operations Supervisor

(Position eliminated due to organizational restructuring)

• Promoted from within to lead the FM service center team including leading successful dispatch of daily facilities service requests within SLA through the work order system, vendor management, and driving an overall 15% increase in client retention rate through process improvement and standard work implementation.

• Direct oversight of managing the Rochester, NY facilities client services contract with QuidelOrtho. Increased overall client satisfaction including retention rate, FSR completion rate, and improved CGMP compliance to above 95% including through implementation and follow up of standard work practices in alignment with quality standards.

• Supported the development and system integration of the ATP automated inventory tracking system, streamlining both the non-hazardous, and hazardous supplies inventory tracking, along with the updated supplier procure to pay process. Amazon, Buffalo, New York November 2018 – May 2022 Operations Program Manager

• Promoted to lead a team within the AWS service operations center, responsible for all aspects including customer engagement rate, retention rate, quality, and labor planning.

• Led onboarding for new clients, ensuring a 95% satisfaction rate and reducing time-to-value by 30%.

• Launched a sortation continuous improvement initiative across the Northeast Sort Center Network resulting in a validated

$1M annual network cost savings.

• Direct oversight for the end-to-end development and system integration of the Alps 2.0 software program across the northeast region streamlining capacity planning while integrating contract procure to pay resulting in a 98% accuracy. Rivoli & Rivoli Inc., Rochester, New York September 2015 – October 2018 Office Operations Manager

• Direct oversight of the patient service operations team within the 8 practices including preventative maintenance compliance, all patient success operations aspects, and the direct supplier procure to pay process.

• Responsible for the new Go-To-Market product development and launch of a digital lab software program including 3D printing and resulting in an increase in model accuracy to 99%, an additional $1M cost savings, and $3M increase in operational revenue.

• Successfully implemented a new device sterilization preventative maintenance process across all clinics utilizing the Statim automatic autoclave, achieving a $1 million-dollar cost savings and an increase in efficiency and efficacy with improved cycle times.

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EDUCATION

Brockport High School

Regents Completion

State University College At Brockport

Business Administration, General

Amazon

Certification in Continuous Improvement Essentials Walton Institute, Rogers, AR

Certification in Strategic Leadership

ADDITIONAL SKILLS and AWARDS

• Proficient in MS projects, Primavera (P6), Google Analytics, SQL, Tableau, Power BI, G-suite, Quip, Microsoft Dynamics 365 CRM, and Microsoft Office Suite.

• HRMS, HRIS, ATS.

• Osha10

• Lean Six Sigma Certified.

• Kaizen Leader.

• Minitab Certified.

• OSHA Certified Occupational Safety Specialist.

• Amazon Manual Sort Center Of The Year Award 2020. VP Dave Bozeman.

• Northeast Region Leader of Associate Engagement 2015. Regional VP Drew Holler.

• Northeast Division Store Of The Year Award 2014. Divisional VP Julie Murphy.

• Northeast Region award for excellence in inventory management process execution 2013. Regional VP Paul Busby.

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