Benjamin L

Founder

Wishing Engine Consulting/CrownOS

Sep 2025 - Present • 10 mos

CrownOS is an independent digital operating framework exploring how individuals and small teams can use AI as a performance multiplier across marketing, operations, and decision systems. • Designed AI-augmented marketing and analytics workflows to support demand generation, audience segmentation, campaign optimization, and performance measurement • Built signal-based frameworks for reducing noise in digital marketing data, improving attribution clarity, and supporting KPI-driven decision making • Developed structured processes for CRM hygiene, campaign governance, and reporting accuracy across marketing and operations use cases • Applied principles of marketing analytics, funnel optimization, and conversion analysis to improve clarity between activity, outcomes, and ROI • Integrated tools such as ChatGPT, analytics dashboards, documentation systems, and workflow automation to support scalable marketing execution • Focused on responsible AI use, ensuring human-in-the-loop decision making, data governance, and compliance awareness in digital systems

Retention Marketing & CRM Operations Specialist

BrightHR Canada

Dec 2024 - Aug 2025 • 8 mos

• Acted as informal team lead during the company’s highest-ever customer churn period, managing retention workflows while maintaining data accuracy and performance visibility • Worked extensively in Salesforce CRM to track customer lifecycle data, cancellation drivers, retention outcomes, and operational metrics • Identified data visibility gaps in CRM reporting and escalated improvements to support cleaner analytics and compliance tracking • Partnered cross-functionally with compliance, onboarding, finance, and operations teams to address systemic process breakdowns impacting downstream metrics • Supported performance monitoring and qualitative analysis of customer feedback to identify trends affecting churn, engagement, and customer experience • Trained and mentored new specialists, contributing to onboarding documentation, workflow standardization, and operational consistency • Recognized as a trusted operator for clear documentation, ethical judgment, and data-informed decision making in a high-pressure environment

Ecommerce Conversion & Customer Insights Analyst

NewAge Products

Oct 2023 - Aug 2024 • 10 mos

• Handled Tier 2 escalations involving high-value B2C orders, logistics issues, and billing discrepancies using data-driven evaluation • Analyzed compensation trends and resolution outcomes, achieving the lowest compensation rate on the team while maintaining customer satisfaction • Worked with Shopify data, order analytics, and fraud verification workflows to reduce chargebacks and improve transaction integrity • Coordinated with carriers and internal teams to resolve fulfillment issues, documenting outcomes to support operational reporting and process improvement • Applied analytical reasoning to balance customer experience, cost control, and brand trust outcomes • Contributed to clearer internal documentation and escalation workflows, supporting operational efficiency