Bennette Robles

Client Experience and Service Excellence Leader with 10+ years in the mining laboratory industry, supporting analytical operations and customer relationships across North and Central America. Combines a chemistry background with deep operational expertise to ensure clarity, reliability, and value across the full client service journey. Recognized for aligning client expectations with laboratory capabilities, reducing friction, and strengthening retention.

Uses data-driven insights and cross-functional collaboration to streamline workflows, resolve service challenges, and elevate service performance.

Customer Experience Manager, Minerals NCA at Bureau Veritas Group (2025-01 – Present)

Led customer experience strategy across North and Central America aligning client expectations with laboratory operations to improve service delivery, reduce friction and strengthen client retention.

• Primary client advocate across the service lifecycle, bridging client needs with operations
• Partnered with laboratory, logistics and client service teams to improve outcomes
• Led service recovery and escalation management
• Developed KPI reporting frameworks for customer satisfaction and performance
• Managed budget, resources, and direct reports
• Delivered monthly performance reporting to executive leadership
• Drove workflow improvements to reduce service disruptions
• Implemented CRM to improve case management and communication
• Transformed login team to align with Client Service, reducing errors by 25%
• Restructured invoicing and collections for transparency and reduce ops friction
• Established an NPS tracking system
• Strengthened collaboration between client service and lab operation
• Improved collections by 30%

Sr Farm Specialist at CubicFarms Ltd (2021-01)

Supported customer onboarding, retention and operational success for controlled environment agriculture (CEA) systems.

• Led customer onboarding and training programs
• Provided operational and technical support to farm operators
• Guided clients through GAP certification processes
• Coordinated cross-functionally to improve customer outcomes
• Reduced onboarding errors through structured training programs
• Improved customer retention through proactive support
• Accelerated production ramp-up timelines through optimized onboarding
• Established an NPS tracking system
• Promoted to senior role supporting key customer accounts

Sample Preparation Manager at MSALabs (2017-01)

Held progressive leadership roles supporting mining laboratory operations, production flow, staffing, health and safety and logistics.

• Managed sample preparation operations across multiple locations
• Directed workflow optimization and logistics coordination
• Oversaw staffing, training, scheduling and team performance
• Led health and safety compliance and regulatory programs
• Drove process improvements to resolve operational bottlenecks
• Established Terrace facility (15+ staff); managed Langley sample prep ops (20+ staff)
• Reduced shipping time by 30% and logistics costs by 15%
• Improved production efficiency through workflow redesign
• Built First Nations partnerships to support staffing recruitment
• Appointed Global Health & Safety Coordinator (multi-site oversight)

Production Coordinator at Intertek (Bondar Clegg) (1994-01)

• Coordinated daily workflow and aligned production plans with turnaround requirements
• Tracked progress, resolved delays
• Cross-team communication – operations, logistics and client service teams
• Cargo survey analysis

Diploma in Business Operations Management – British Columbia Institute of Technology (BCIT) (2019) Diploma in Chemical Technology, Minor in Environmental Science – British Columbia Institute of Technology (BCIT) (1994)