Nathan Pouncey
Customer Service Expert
Las Vegas,NV
Summary
Resourceful Customer Experience Expert with over 10 years within the customer service industry. Developed and delivered superb customer service for national companies and earned recognition for studying, developing, and practice the best customer service experiences. Excellent communications skills and an optimistic, outgoing personality leading to exceptional results.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Cox Communications
Las Vegas, NV
11.2021 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
Live Chat QA and Training Manager
Zappos.com
Las Vegas, NV
04.2014 - 02.2020
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Studied the customer experience by gauging what makes an A+ interaction through live chat, email, and telephony channels.
- Implemented new quality assurance and customer service standards.
- Developed lesson plans, instructional materials and written practice tests for Live Chat and Email customer support training courses.
- Developed and implemented updating training programs for Live Chat and Email employees.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Determined quality department standards, practices and procedures.
Live Chat QA and Training Agent
Zappos.com
Las Vegas, NV
09.2013 - 04.2014
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Utilized quality measurement tools to analyze, evaluate, and measure a customer service experience
- Located errors and missing information within contact records
- Reported and logged data into ticketing systems and excel spreadsheets
Customer Service Agent
Zappos.com
Las Vegas, NV
06.2012 - 09.2013
- Assisted large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Exceeded all time management and quality assurance expectations.
Education
High School Diploma -
Green Valley High School
Skills
Customer service expert
Live chat, email, and telephony experience
Oracle, CSC, and other customer portal experience
Training and management experience
Timeline
Technical Support Representative
Cox Communications
11.2021 - Current
Live Chat QA and Training Manager
Zappos.com
04.2014 - 02.2020
Live Chat QA and Training Agent
Zappos.com
09.2013 - 04.2014
Customer Service Agent
Zappos.com
06.2012 - 09.2013
High School Diploma -
Green Valley High School