Customer Service It Support

NATHANIEL L. COLLINS

*** ******* *** ** ******** GA 415-***-**** **********@*****.*** SALES - NETWORK MANAGEMENT - IT SUPPORT

AMBITIOUS AND ENTHUSIASTIC TECHNICAL/SALES PROFESSIONAL uniting 20+ years of solid experience in revenue optimization, profitable client relationship management and Information Technology Support. Sales and Technical support success is noted through the application of product knowledge and design, industry awareness and excellent comprehension for resolving complicated software and hardware complaints. Genuine team player and motivated self starter; committed to organizational success and business development. Highly articulate, demonstrating superior interpersonal attributes with a high level of personal and professional integrity.

AREAS OF PROFESSIONAL STRENGTH

• Sales and Marketing Leadership

• Process/Performance Optimization

• Problem Identification & Resolution

• Prospecting/Networking

• Supreme Organizational Skills

• Leadership Development

• Business Communications

• Relationship Selling

• Acknowledges Opportunity

• Resolution Focused

• Multitasking Expert

• Active Listener

• Confident

Technical expertise includes iWork Suite, MS Word, MS Excel, Power Point, highest working knowledge of computer proficiency and Internet Research. SELECTED ACCOMPLISHMENTS

• Apple, Inc. Leadership Academy Invitation and Graduate 2021 - Selection based on high performance and will to succeed in my role

• Highest Ranking Customer Satisfaction Achiever for 2020, 2021 - Based on customer responses/surveys. Ranked 100% by delivering exemplary service with customers, ensuring positive experiences were created consecutively

PROFESSIONAL VALUE

TECHNICAL ADVISOR TIER 3 - Primary to assist customers as a first point of contact for support with Apple Products and services. Essentially resolving customers issues by listening to needs, utilizing resources and tools to resolve technical roadblocks. Troubleshooting remotely software and hardware complaints. Finding solutions in a timely manner on call. Supporting Tier 1 and Tier 2 channels during escalations or consultations. ACCOUNT EXECUTIVE – Pivotal sales role demonstrating the strength to nurture partnerships within assigned territories. Implemented greater efficiency and process facilitation skills to increase competitive positioning.

• Exceptional strength to shoulder extra workloads by acquiring, managing and maintaining long-term Master Service agreements with portfolios averaging $100k.

• Strong focus on quick resolutions by identifying and reconciling escalated issues related to property loss, emergency response and inquiries, thus rescuing lucrative customer accounts that would have resulted in competitor gain.

• Conducted polished & persuasive presentations to Company Presidents, Vice-Presidents, CEO’s and departmental management.

INTERNATIONAL ACCOUNT MANAGER – Multi-faceted role providing centralized sales management with diverse responsibilities encompassing expert industry knowledge, detailed estimates, noteworthy proposals and emergency response delegation. Incredible creativity to interface with professionals on all levels to achieve ambitious goals.

• Contagious passion for creating and maintaining a myriad of profitable networks including: insurance agents, insurance adjusters, principal management, business owners and other potential clients.

• Secured territory to generate business from ground zero to $19.2 million within first year.

• Managed large losses in excess of 300,000 minimum during major catastrophes.

• Strength to nurture value-based relationships through trade show attendance, professional

• alliance development and consistent networking.

INDEPENDENT SALES SUBCONTRACTOR – Trusted liaison between multiple sales channels reflecting new business development. Direct force in sales training and goal attainment in pursuance of heightening the overall customer service experience.

• Quantifiable successes in new business generation through aggressive cold-calling, dedicated client follow-up and strategic sales implementation.

• Achieved extraordinary marketing channels within the community through key partnership development, thereby enlarging prospective clients. EMPLOYMENT SYNOPSIS

Apple, Inc, San Francisco, CA 2012 - 2022

PT&C Forensic Consulting Services, Atlanta, GA 2010 - 2011 International Catastrophe Solutions/PJ Services, Inc., Atlanta, GA 2004 - 2009 * Belfor Property Restoration, Atlanta, GA 2007- 2008 Horizon Commercial Roofing, Inc, Atlanta, GA 2003 - 2004 Independent Sales Subcontractor, Atlanta, GA 2002 - 2003 EDUCATION PROFESSIONAL DEVELOPMENT AFFILIATIONS

- Education -

San Jose State University

- Certifications -

IICRC Certified Fire Restorer

- Professional Affiliations (abbreviated listing) - BOMA Atlanta Building Owners and Managers of Atlanta (Editorial Board Member) Atlanta Claims Association

PLRB

RIMS

Atlanta Apartment Association

Post Properties

AMLI

Property Claims Association of the Pacific

East Bay Claims Association

Sacramento Claims Association

Apple University Leadership Program

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