Customer Service & Operations Leadership

Nathan Pearlman

Email:**********@*****.*** Phone:520-***-**** Location:Seattle, Washington

Professional Summary

Results-driven professional with 8+ years of experience in business administration, team leadership, customer experience management, and technical troubleshooting. Proven track record in building long-term client relationships, driving team performance, and streamlining operations for efficiency. Adept at fostering cross-functional collaboration, optimizing workflows, and delivering high-quality customer service to enhance business success. Work Experience

Washington Alarm

Service Coordinator

April 2025- November 2025

● Coordinate daily service schedules for seven field technicians across the Puget Sound region, ensuring efficient coverage from Everett to Olympia.

● Communicate directly with commercial and residential clients to resolve issues with fire and security systems, including high-profile accounts such as school districts and large apartment complexes.

● Manage service tickets, dispatch logistics, billing inquiries, and emergency requests to deliver timely, high-quality support.

● Provide backup IT support, including account setup, contact updates, and alarm registration cancellations, while maintaining data integrity and confidentiality. MedQuest LTD

Customer Service Manager

Feb. 2023 – Jan 2025

● Led and mentored a team of customer service representatives, overseeing workload distribution, performance tracking and process improvement to enhance client satisfaction.

● Served as a business analyst to design and develop a new customer-facing website, aligning features with company goals and user needs.

● Defined Project scope by collaborating with developers, UI/UX designers and business leaders to translate complex requirements into actionable development tasks using Slack, Figma and Jira.

Customer Service Representative

Feb. 2021 – Jan 2023

● Cultivated and maintained strong relationships with hundreds of high-level doctors and attorneys nationwide, ensuring seamless communication and efficient account management.

● Recruited, interviewed and onboarded doctors nationwide into the company database for future case reviews.

● Engaged with doctors via phone and email to elicit interest in reviewing malpractice cases.

● Scheduled doctors to review malpractice cases in timely manners, often under stressful conditions to meet attorney deadlines.

● Invoiced law firms to collect payment for reviews, regularly followed up with law firms to collect payment in a timely manner.

● Spearheaded system improvements to effectively manage complex cases, ensuring prompt delivery and superior customer service. Averaged 100 cases/week.

● Managed sensitive patient information while ensuring compliance with HIPAA guidelines.

● Super User in Odoo software for comprehensive business management.

● Developed and implemented an enhanced file-sharing process, streamlining the client ordering experience and increasing efficiency by 50%. Phoenix Rising FC USL Championship

Administrative Assistant

Jan. 2018 – Jan. 2021

● Logistics & travel: coordinated both domestic and international flights, accommodations and transportation for the team during the season.

● Matchday Management: Oversaw home match operations, including locker room coordination, official roster management and visiting team hospitality

● Player Operations & Support: Facilitated player contracts and international transfers using FIFA TMS. Facilitated visa acquisition for international players from various countries. Managed player accommodations, including contracts, inventory, and arrivals/departures.

● Administrative & Budget Support: Maintained team schedules, managed operational budget and handled expense reimbursements for self and staff.

● 2x Western Conference Champions

● Utilized Google Suite to manage budgets, travel and general information, as well as google docs and google slides

Equipment Manager

Jan. 2017 – Dec. 2019

● Managed inventory and procurement of team equipment, ensuring timely delivery.

● Successfully transitioned from Umbro to Adidas kits within a two-week deadline before the home opener.

● Collaborated with coaching staff to prepare for daily training sessions. RightSure Insurance Group

Auto Insurance Broker

Jan. 2016 – Dec. 2016

● Obtained Property & Casualty license in March of 2016 (expired 2019)

● Assisted customers in securing affordable insurance rates tailored to their needs.

● Ensured customer satisfaction by meticulously reviewing policy details. Education

University of Arizona

● Completed credits toward a Bachelor’s degree (2017); full-time employment precluded completion.

University High School

● Graduated from Arizona’s top-ranked high school and among the top 10 nationally. Skills

Technical Proficiency:Odoo, Microsoft Excel, Microsoft Word, Teams, Google Sheets, Google Docs, Google Slides, Jira, Slack, Figma, CRM systems. Management & Leadership:Team supervision, workflowoptimization, financial oversight. Communication:Professional email and phone correspondence,HIPAA compliance, customer relations.

Project Coordination:Travel logistics, internationalvisa acquisition, event planning, contract management, website development collaboration.

Soft Skills:Adaptability, problem-solving, quickthinking, collaboration, attention to detail.

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