Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

NATHAN GURNON

Omaha,NE

Summary

Experienced and dedicated professional with a diverse background in customer care, risk investigation, and project management. Skilled in sales force and slack management, data analysis, and effective communication. Demonstrated expertise in customer/client support, including troubleshooting, billing inquiries, and account management. Exceptional ability to manage multiple tasks efficiently. Adept at fostering team collaboration and driving business success through strategic initiatives. Seeking opportunities to leverage this unique skill set and drive organizational growth and customer satisfaction. Highly organized and motivated Account Executive with demonstrated track record of building relationships with clients, developing successful sales campaigns, and managing teams of account managers. Skilled in financial analysis, customer service and problem-solving. Experienced in coordinating activities with various departments to achieve strategic objectives.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Care Expert

Toast
05.2023 - Current
  • Excellent Sales Force and Slack Management
  • Perform troubleshooting and analyze billing and payment reports inquiry
  • Communicate effectively using call control and soft skills
  • Assist in reviewing slack to help answer and navigate teammates questions
  • Manage account concerns/cases using Salesforce queues and ticketing.

Risk Investigator Specialist

PayPal
12.2021 - 06.2022
  • Analyze large datasets identifying millions of fraudulent transactions, patterns, and improvements for risky account behaviors
  • Responsible for reviewing risky transactions and account limitation appeals
  • Contact account holders via email or phone to verify activity and educate
  • Implemented story based investigating notes/narratives
  • Ability to manage multiple requests and to separate/combine efficiencies in tasks where need be
  • Strong familiarity with compliance regulations to lower risk and pass audits
  • Shared community events to world-wide teams - Virtually bridge engagement.

Chargeback Analyst

PayPal
07.2012 - 11.2021
  • Deep knowledge of Chargebacks, Appeals and Arbitrations
  • Claim queue work, including emails, tickets, and cases
  • Conduct holistic account reviews owning and making accurate decisions
  • Extensive background familiarity with ACH, online banking, card regulations (MasterCard, Discover, VISA, etc)
  • Work on behalf of the customer and company while maintaining exceptional metrics
  • Managed working multiple queues to adapt to growth of department
  • Create focus on the important issues and delegate time for all necessary tasks.

Customer Success/Escalations

PayPal/eBay
04.2008 - 06.2012
  • Field inbound calls, emails, and escalation tickets for customer support inquiries
  • Proactively educate customers on business and nonbusiness issues
  • Problem solves challenging situations making sure to use all resources available to find a solution, and if there was not a solution explained why with empathy.

Regional Manager

Papa Johns
03.2007 - 03.2008
  • Create and maintain schedules including inventory across multiple locations
  • Balance payroll for crews of 10+ per location
  • Increased revenue by implementing marketing/promotion targeting nearby large business and schools.

Education

Business Marketing/General Education -

University of Nebraska at Omaha (UNO)
01.2009

Skills

  • Strong Project Management Skills
  • Experience in mentoring and coaching
  • Quality decision making in the gray area for best outcome for business and customer
  • Adaptability to new tools and environments
  • Comfortability in collaborating across department and leadership lines
  • Customer Relations
  • Documentation And Reporting
  • Complaint Handling

Certification

  • Google Certification - Coursera, Agile Project Management, Project Execution: Running the Project, Project Planning: Putting it All Together, Project Initiation: Starting a Successful Project, Foundations of Project Management
  • LinkedIn Learning and Harvard Management, Tableau Essential Training, Defining your narrative statement, SQL: Data Reporting and Analysis
  • Tryhackme.com, Introduction to Security Engineering, Competent in Linux, Completed Risk Management Room, Networking Fundamentals, Python Basics, SQL

Timeline

Customer Care Expert

Toast
05.2023 - Current

Risk Investigator Specialist

PayPal
12.2021 - 06.2022

Chargeback Analyst

PayPal
07.2012 - 11.2021

Customer Success/Escalations

PayPal/eBay
04.2008 - 06.2012

Regional Manager

Papa Johns
03.2007 - 03.2008

Business Marketing/General Education -

University of Nebraska at Omaha (UNO)
NATHAN GURNON