Customer Service Client

Nathaniel Waller

**** ****** ** *********, ** ***01 269-***-**** *****************@*****.***

Education

Ashford University San Diego, Ca. 2012-2016

Bachelor of Arts in Sports and recreational Management. Graduation September 2016

Concentration in Sports management. Minor in Healthcare Administration

Work Experience

PNC Bank, 2016 - Present

●Customer Service Supervisor

Leads the day-to-day activities of a team in a contact center or client service environment. Achieves specific outcomes and key indicators for their work group in order to optimize performance. Delivers CARES model to customers and service partners. Accountable for the performance for a customer service team. Review team behaviors and identifies trends to drive employee engagement and performance outcomes. Ensures that reporting is accurate and completed in a timely manner. Conducts problem solving locally to own issues and shares continuous improvement opportunities with leadership. Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner. May help manage workforce functions of the group. Manages escalated issues and interacts with customers. Inspires, motivates, grows and develops customer service staff. Leads change efforts and owns all outcomes. Effectively plans, organizes, directs, analyzes and evaluates staff and processes.

●Retail Escalation Manager

Create solutions to customer problems. Manage over 30 cases working with all entities within PNC to solve issues, complaints and problems that occur between customer and bank involvement.

●Stage 1 Default Credit Card Collections

Managed a file of account credit cards for approximately $3 million in balance that are thirty to sixty days overdue. Engaged customer in problem resolution. Perform risk management by meeting legal and compliance guidelines at a 98% level or better quality rate.

●Manual Team Default Credit Card Collections

Managed a file of account credit cards for approximately $3 million in balance that are one to thirty days past due. Engage customer in problem resolution. Perform risk management by meeting legal and compliance guidelines at a 98% level or better-quality rate.

Kalamazoo College, 2009 - Present

●Professor

Created and carried out lesson plans on basic to advanced percussion techniques and history. Prepared students for quarterly performances. Evaluated students on performance and progression of skills. Hire assistants to help with general upkeep of equipment, class setup and performance assistants.

Kalamazoo Public Schools, 2007 - 2017

●Assistant Band Director

Created and carried out lesson plans on basic to advanced percussion techniques for students in 6th through 12th grade. Prepared students for performance and competitions. Organized transportation for students and equipment. Evaluated students on performance and progression of skills.

Bronson Methodist Hospital, 2013 –2016

●Materials Technician

Stock, clean and distribute materials and equipment to hospital departments. Loading and unloading trucks from receiving dock. Fill orders and deliver items to desired department within hospital and hospital related buildings.

●Accounts Receivable

Deposit funds sent from 3rd party payees and vendors into the proper department of Bronson Hospital. Clear balances from Patient accounts that have been paid by 3rd party payees and vendors.

Special Skills, Awards and Competencies

●Understands French and Italian.

●PNC Bank Employee of the month for default collections September and October 2017

●PNC Bank teammate of the month for stage 1 default collections November 2017

●Experience with Microsoft Word and Adobe Photoshop.

●Experience with Music Software engineering.

●Experience with video editing.

●Story Telling

●Adult Learning

●Coaching Others

●Customer Focus

●Live Instruction

●Manage Risk

●Andrew Carnegie Hero Award

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