Ben Lewis

Background

About Ben Lewis

Results oriented, my teams and I have creatively approached difficult challenges and overcome them, improving the customer experience and utilizing metrics that effectively measure the right behaviors. We are succeeding at fostering an environment of better communication involving all areas of the business to coordinate our actions to work in unison, breaking down walls that have persisted for years. Achievements:• Built a reputation of excellent customer service in the industry.• Established and maintained, for several years, a phone transactional NPS between 78 and 81 without focussing on the NPS with our agents. Also attained and maintained a survey take rate between 40% to 55%• Achieved a consistent issue resolution rate of 82%• 2014 - PCMag.com’s users rated Bluehost’s Tech Support #1• 2015 - PCMag.com’s users rated Bluehost’s Tech Support #2• Spurred a change in culture by taking our “enforcer” “Abuse” department and turning it into the “Terms of Service” department which helps our customers come in line with our terms.• Directed customers needing assistance online to use self-help walk throughs and articles to reduce overall email tickets. Reducing email contacts by 80% without increasing calls or chats.• Successfully converted a service center to a service and consultation center without increasing employee attrition in 2013. Grossing over $23M from then through May of this year.