Andy Nethken
Summary
Results-oriented Customer Relations and Franchise Operations Professional with over 20 years of experience in conflict resolution and customer retention. Expert in managing escalations, enhancing customer satisfaction, and supporting extensive franchise networks. Skilled in data analysis and cross-functional collaboration to drive operational success.
Overview
21
21
years of professional experience
Work History
Customer Relations Agent (Tier 3)
Viking
Los Angeles
05.2022 - Current
- Manage complex, high-level customer escalations, including cases involving attorneys, regulatory agencies, and small claims disputes
- Analyze customer concerns to determine root causes and deliver effective resolutions
- Enhanced customer retention through empathetic communication and solution-oriented problem solving
- Advocated for systemic improvements by identifying recurring issues and collaborating with internal teams to implement effective solutions
- Documented and tracked cases in Microsoft Dynamics CRM, ensuring accuracy and accountability for customer interactions
Franchise Relations Specialist
The UPS Store, Inc.
San Diego
05.2009 - 03.2019
- Administered national awards and recognition program for 4,500+ franchise locations, managing a $200K annual budget to enhance franchisee engagement
- Designed and managed recognition initiatives, establishing performance metrics and milestone awards to drive franchisee satisfaction and loyalty
- Led communication efforts by publishing weekly articles to engage and inform franchisees
- Oversaw Area Franchise Agreement renewals across the U.S., ensuring compliance and timely execution
- Analyzed annual franchisee satisfaction survey data to identify trends and recommend improvements
- Coordinated corporate events, overseeing AV budgeting, speaker management, and onsite logistics to ensure successful execution and positive franchisee experience
Conflict Resolution Specialist
The UPS Store, Inc.
San Diego
08.2006 - 05.2009
- Handled high-profile escalations from senior leadership, ensuring timely and effective resolutions
- Facilitated communication between customers, franchisees, and corporate teams to streamline conflict resolution processes
- Managed shared inboxes and social media channels, resolving escalated complaint cases to enhance customer satisfaction
- Provided frontline customer support in a high-volume call center environment
Customer Relations Associate
The UPS Store, Inc.
San Diego
07.2005 - 08.2006
- Maintained positive relations with retail customers by addressing concerns and providing requested information to enhance customer satisfaction.
- Answered calls in a call center within designated time, managed team email and complaint inboxes, and monitored social media accounts to ensure timely responses.
- Oversee escalated issues and high profile cases coming directly from upper management at UPS.
Education
B.A. - Visual Arts - Film and Video
University of California San Diego
La JollaSkills
- Customer Experience
- Client Engagement
- Customer retention
- Relationship Management
- Stakeholder communication
- Data analysis
- Microsoft Dynamics CRM
- Excel and SharePoint
- Problem solving
- Conflict resolution
Timeline
Customer Relations Agent (Tier 3)
Viking
05.2022 - Current
Franchise Relations Specialist
The UPS Store, Inc.
05.2009 - 03.2019
Conflict Resolution Specialist
The UPS Store, Inc.
08.2006 - 05.2009
Customer Relations Associate
The UPS Store, Inc.
07.2005 - 08.2006
B.A. - Visual Arts - Film and Video
University of California San Diego