Customer Service Management

Nathan Channel

*** ******* *** * Akron, OH *****

330-***-**** * ******.*******@*****.***

Knowledge, Skills and Abilities

Data Analysis Change Management Training and

Development

Business Process Improvement Employee Relations Information

Systems Management

Six Sigma and Lean Techniques Recruiting and Selection Workforce

Planning

Microsoft Office Products Lotus Notes SAP/ERP

Windows OS MBI / SAS / SQL

Networking/Telecommunications

Mainframe and Server Applications Configuration Management Application

Management

Educational Background

University of Akron, 5/09

Master of Science in Human Resource Management

Focus: Change Management, Employee Selection and Training, Global HR

Initiatives, Employment Law

Mount Union College, 5/02

Bachelor of Science in Information Systems

Focus: Object-Oriented Programming, Database Design and Optimization,

Leveraging Technology

Work Experience

Progressive Insurance Company (8/08 - present)

Service Desk Specialist

. Ensure customer satisfaction through effective problem resolution.

. Maintain adept skills through training and appropriating knowledge to

other team members.

. Adhere to business guiding principles, methodologies, policies, and

procedures.

. Demonstrate versatility through learning and working across different

roles and domains.

Cleveland Clinic Health System Agency Resources (04/06 - 1/08)

Staffing and Schedule Coordinator

. Serve as account representative for external nursing logistics.

. Negotiate contractual terms with nursing directors and managers.

. Control, analyze and manage the flow of productivity data and develop

analytical system.

. Train external and internal staff on system functionality.

Speedway/Super America (6/01 - 4/06)

Manager

. Hired, trained, developed, and managed an elite team to deliver

excellent customer service.

. Conducted inventory control, loss prevention, and budget analysis to

ensure profitability.

. Evaluated competitive pricing and marketing trends to remain

competitive.

. Ensured adherence to the dynamic goals and objectives of the

corporation.

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