Current Resume--NL
- 1. PROFESSIONAL PROFILE Thirteen years experience in progressively responsible positions focused on acquiring extensive knowledge of industry products, equipment, and services and on delivering high-quality customer service to meet and exceed performance standards and expectations. Eight years experience leading a call center by building and coaching teams, monitoring key productivity and quality metrics, and providing timely and specific feedback. Assigned challenging goals to team members to improve performance, increase sales and reduce churn. Skillfully fostered a trusting and engaging work environment and culture of accountability, integrity, and respect. Fostered team spirit by creating cohesive teams to facilitate positive employees where achievement and exceptional performance were recognized. Experienced team leader adept in assessing team member strengths, evaluating individual and team performances, determining developmental needs of team members, and developing personal performance plans to address variances and remediate gaps. Solid leadership skills used to build energetic, results-driven call center teams by instructing and guiding team members in methods to retain customers, drive sales, and mitigate downgrades by articulating compelling value propositions for products and services. Thorough knowledge of administrative processes to deliver key messages, policies, and procedures at team meetings and daily huddles, document coaching and training sessions, meet business needs by setting work schedules, time-off requests, and time-reporting requirements. Effective organizational and planning skills to prioritize and manage multiple and varied tasks with a focus on clear, realistic action steps and timelines. Proficient communicator in presenting a compelling case for ideas and initiatives through listening and articulating a convincing point of view. Initiated and developed productive relationships in other organizational functions to identify and understand business needs. Implemented solutions to resolve obstacles and communicate critical information and strategies resulting in well-informed employees. PROFESSIONAL HISTORY Citibank Center in Boise, Meridian, ID: Customer Service Representative for 30+ Specialty Merchants DirecTV, LLC, Boise, ID: Team Leader DirecTV, LLC, Boise, ID: Special Projects Agent, VIP/OOP-QUE (Very Important Person, Office of the President-Queue) DirecTV, LLC, Boise, ID: Customer Service Support Coach DirecTV, Boise, ID: Customer Service Representative Hot Shots, Las Vegas, NV: Sole Proprietor Owner-operated, niche service company to steam clean and maintain commercial ovens for Domino Pizza stores in Las Vegas, NV and Salt Lake City, UT. Continued r · e · s ·u · m · e NATHAN LEASE Cell: 208.340.7481 Email: n_lease@yahoo.com
- 2. KEY ACHIEVEMENTS Special Projects Agent Demonstrated trust and confidentiality in handling in-bound calls directed to the Office of the President or from customers having significant or high-profile relationships with DirecTV. Handled in-bound calls to provide knowledgeable and expeditious technical support to “Air Force One” in flight with President George W. Bush onboard and from an SUV transporting the President at Camp David. Emergency Escalated Customer Call Responded to escalated call received by team member from distraught customer threatening suicide. Instructed team member to determine location of caller and to continue talking calmly. I immediately contacted police in caller’s location. Caller later expressed deep gratitude for sending help in a dire time of need. Received personal recognition during the State of the Company presentation from the DirecTV CEO, Site Director, Vice President of Customer Care, and Senior Executive Vice President for demonstrating independent judgment and quick action. At-Risk Customers Top-performing team member in handling in-bound calls from customers at risk of downgrading or terminating services with DirecTV. Effectively researched and resolved customer concerns thus retaining business and productive customer relationships. Through various retention offers and programming choices, made financial decisions to protect/collect revenues and adjusted customer accounts. Classroom Training Skillfully assisted classroom trainer in delivery of classroom training and implementation of corporate training strategies. As a customer service support coach, I assisted in managing a team of new customer service representatives, conducted classroom training, evaluated job performances, and contributed to overall success of the training department. Product Consultant Consistently stayed abreast of new products and services, current marketing campaigns, and save offers to serve as knowledgeable product and service consultant and source of information for team members and customers. Results-Driven Retention and Sales Culture Proactively implemented and trained retention and sales techniques based on customer-focused productivity and quality metrics—customer save/retention rate, net promoter score, first-call resolution, customer loyalty rate, upselling, and cross-selling—to drive individual and team sales performance and meet and exceed expectations set by senior management. COMPUTER SKILLS OPERATING SYSTEMS Proficient in Microsoft® Windows; functional knowledge of Mac OS X SOFTWARE APPLICATIONS Experienced with most versions of Microsoft® Office Suite; Adobe® Acrobat; and Firefox, Chrome, and Safari web browsers. HARDWARE EXPERTISE Skilled in hand building and customizing personal computers. In-depth functional and relational knowledge of computer components. Strong computer trouble- shooting, testing, repairing, and upgrading skills. EDUCATION AREA OF STUDY Business Management Earned approximately 60 credits, B.S. degree program, 1995–2000
- 3. College of Southern Nevada (formerly Community College of Southern Nevada), North Las Vegas, NV