Summary
Overview
Work History
Education
Skills
Timeline
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Nathan Bryan

Nathan Bryan

Memphis ,TN

Summary

Adept at managing high-stress situations and enhancing customer satisfaction, I leveraged my critical thinking and proficiency in ticketing systems to consistently exceed performance metrics at FedEx Express. My ability to foster strong client relationships and my expertise in incident management have been pivotal in driving positive outcomes and operational improvements.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Ifix Memphis
05.2017 - 05.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Helped with inventory needs. Maintained contact with all vendors and supplier to make sure we got what was needed for the company and to make sure things were distributed properly across all locations.

Lube Service Technician

Wolf Chase Nissan
08.2016 - 05.2017
  • Enhanced customer satisfaction by providing efficient and accurate oil changes and routine vehicle maintenance.
  • Troubleshot complex mechanical issues using advanced diagnostic tools, efficiently pinpointing problems and implementing solutions quickly.
  • Delivered comprehensive vehicle inspections, identifying any necessary repairs or preventative maintenance needed for optimal performance.

Hookah Maker

Oasis Memphis Hookah Lounge
11.2015 - 05.2017
  • Built rapport with suppliers, leveraging relationships to negotiate favorable pricing and delivery terms for essential supplies.
  • Contributed to a welcoming atmosphere by maintaining a clean, organized workspace that enhanced the overall aesthetic of the establishment.
  • Maintained a calm demeanor under pressure, resolving customer complaints professionally while preserving company reputation.
  • Collaborated with team members to maintain a smooth workflow, ensuring timely delivery of orders to customers.
  • Ensuring the hookahs were made and working properly as well as clean

Service Assurance Agent

FedEx Express
08.2020 - Current
  • Coordinated with other departments to ensure seamless end-to-end service delivery for customers experiencing technical difficulties.
  • Consistently met or exceeded performance targets for service quality, response times, and problem resolution rates.
  • Collaborated with team members to identify root causes of recurring problems, implementing measures to prevent future occurrences.
  • Mentored new hires in best practices for handling complex customer inquiries and complaints.
  • Fostered a continuous learning environment by sharing best practices and new knowledge with team members regularly.
  • Influenced positive change within the organization by participating in cross-functional teams focused on enhancing overall customer experience levels.
  • Developed strong relationships with clients, fostering a sense of trust and loyalty in the company''s services.
  • Increased first call resolution rates by actively listening to customer concerns and providing appropriate solutions.
  • Delivered comprehensive reports on service assurance metrics, enabling management to make data-driven decisions regarding operational improvements.
  • Effectively managed high-stress situations by remaining calm and composed while working to resolve customer issues quickly.
  • Maintained up-to-date knowledge of industry trends and developments, applying this expertise to ensure the company''s services remained competitive in the market.
  • Enhanced customer satisfaction by promptly addressing and resolving service issues.
  • Streamlined communication channels for efficient information flow between departments, resulting in improved service delivery.
  • Received frequent commendations from both customers and supervisors for outstanding dedication to ensuring timely issue resolution and maintaining high-quality standards of service delivery.
  • Gathered, documented, and modeled data to assess business trends.
  • Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
  • Maintained good communication with all outside vendors.
  • Handled a lot of company accounts to ensure our vendors were paid in time for the good and supplies given to us.

Education

Fayette-Ware High School
Somerville
05.2015

Skills

  • Ticketing system proficiency
  • Stress Tolerance
  • Incident Management
  • Communication
  • Time management
  • Ability to handle complex situations on my own
  • Critical thinking
  • Microsoft applications (word, excel, teams, etc)
  • Computer Literate

Timeline

Service Assurance Agent

FedEx Express
08.2020 - Current

Customer Service Representative

Ifix Memphis
05.2017 - 05.2020

Lube Service Technician

Wolf Chase Nissan
08.2016 - 05.2017

Hookah Maker

Oasis Memphis Hookah Lounge
11.2015 - 05.2017

Fayette-Ware High School

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Nathan Bryan