About Benjamin
Headline: Strategy Consultant | Bridging the Gap Between Technical Innovation & Legal Integrity
I help fast-growing businesses scale their operations without compromising on compliance or customer experience. With a BA (Hons) in Business and Law and specialized expertise in Blockchain technology for e-commerce, I provide a unique hybrid of strategic legal-business advisory and hands-on technical execution.
Throughout my career, I have focused on Operational Governance and Retention Architecture. My approach is data-driven and results-oriented:
• Revenue Preservation: Directed cross-departmental efforts that decreased churn by 12%, preserving €125,000 in annual revenue.
• Retention Strategy: Engineered customer journey optimizations that reduced churn by 34% and maintained a 100% retention rate during critical business transitions.
• Automation & Efficiency: Architected scalable workflows using Salesforce, Agentforce, and Zapier, delivering a 65% boost in first-contact resolution rates.
I am passionate about "Practical Innovation"building simple, smart solutions that empower teams rather than slowing them down. Whether you are navigating the transition to decentralized payments or need to audit your SaaS infrastructure for global scaling, I ensure your systems are robust, compliant, and profitable.
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- MytutorSenior Operations & Technical StrategyTECHNovember 2023 - Today (2 years and 7 months)London, United KingdomOperational Automation: Leveraged Salesforce and Zapier to automate workflows, significantly improving team efficiency and data accuracy.• Retention Architecture: Implemented targeted retention strategies that reduced customer churn by 34% and secured a 95% NPS.• Technical Enablement: Resolved 90+ complex technical challenges with 100% satisfaction, translating high-level software issues into user-friendly solutions.
- KookpuntCustomer Experience Strategy ConsultantNovember 2020 - April 2022 (1 year and 5 months)Tilburg, NetherlandsProcess Transformation: Designed a comprehensive training framework for service representatives, resulting in a 65% increase in first-contact resolution.• Financial Impact: Directed a cross-departmental retention project that preserved €125,000 in annual revenue.• Loyalty Design: Formulated a membership program that elevated customer loyalty metrics by 56%
- Etihad AirlinesGlobal Operations & Project ManagementAVIATION AND AEROSPACEJanuary 2016 - November 2020 (4 years and 10 months)Abu Dhabi Island and Internal Islands City, United Arab EmiratesLarge-Scale Leadership: Managed teams of up to 100 staff and contractors, delivering major service refurbishments 2% under budget.• Member Engagement: Led the "Shukran" project, achieving 28% growth in active members through personalized digital experiences and mobile app integration.
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Education
- BA Hons business and lawArden university2026Completed a comprehensive joint honors degree in Business and Law, focusing on the intersection of corporate governance, commercial legal frameworks, and digital innovation. My academic training provides a robust foundation for my work in Business Strategy and Digital Compliance, allowing me to offer advice that is both commercially ambitious and legally sound. Specialized Research & Dissertation: • Title: The Impact of Blockchain Technology on Legal Contract Enforcement. • Core Focus: Conducted an in-depth analysis of Smart Contracts, decentralized dispute resolution, and the shift from traditional legal prose to self-executing code. • Key Findings: Developed a strategic framework for businesses to leverage blockchain to reduce transaction costs, improve security, and ensure a 'Golden Thread' of data traceability. Relevant Modules & Expertise: • Commercial Law: Specialized in contract law and the regulatory requirements for B2B and B2C digital transactions. • Strategic Management: Applied high-level business theory to real-world operational challenges, mirroring the results I delivered at MyTutor (34% churn reduction) and Etihad (projects delivered 2% under budget)."