BEN HOWARD
740 N Aberdeen St. Chicago, IL 60642
(781) 771-0851 | benjamin.howard4893@gmail.com
April 9, 2023
Dear Hiring Manager,
I am thrilled to submit my application for the role of Enablement Specialist, Quality Assurance.
As someone who has been embedded in Alma's culture and operations for a year now, I possess
a deep understanding of the needs of our providers, clients, and internal team members, as
well as the intricate dynamics of the company and how CX functions within the larger scope. I
am eager to contribute my experience and my keen eye for detail and critical thinking to the
Enablement team's goal of equipping our Customer Experience team with the resources and
feedback they need to deliver outstanding support to our members.
At Alma, I currently serve in multiple roles, including values interviewer, peer interviewer,
mentor to three mentees in Alma's mentorship program, and member of the CX culture
committee. In these roles, I have built strong relationships across our company and gained an
even more robust understanding of our organization’s mission and values. As a CX worker, I
have developed and displayed an intimate knowledge of our workflows and an affinity for
making suggestions that could make systems and processes more efficient and effective. This
is rooted in my own commitment to continuously improving and expanding my skillset and
knowledge base. With my proven focus on customer success over the past year, I am confident
in my ability to communicate technical information to a wide range of audiences, both internal
and external, and to identify areas where we can improve our CX workflows and
communications.
I take a person-centered approach in everything I do, leading with compassion. I care deeply
about the people that we work with, and I view feedback—and the mindful giving and receiving
of it—as a gift. I have worked diligently to establish feedback loops, which I value greatly, with
my supervisor and colleagues. In my roles as values interviewer and peer interviewer, I have
had the opportunity to give feedback and qualitatively review potential new hires, making use of
my analytical skills in ways that take into account my firsthand understanding of our
organization’s ever-shifting company needs.
My ability to learn things quickly, scale my pace as needed, and maintain an extremely high
level of detail, care, and compassion throughout my direct communication with providers and
clients alike has led to a dramatic increase in my solved ticket output and one-touch resolution
percentage since my start at Alma. I feel that I am uniquely qualified to bring my communication
and quality assurance abilities to the Enablement team in the role of Enablement Specialist,
Quality Assurance. I look forward to the opportunity to contribute to the success of the CX team,
and to continue supporting Alma's mission and values, in this new and exciting way!
Sincerely,
Ben Howard