Nathan Haas
Winter Springs,FL
Summary
Experienced professional adept at managing escalations and ensuring compliance, with a strong focus on regulatory adherence, risk assessment, and conflict resolution. Highly skilled in fostering team collaboration and consistently delivering results, while remaining adaptable to changing needs. Recognized for analytical thinking, effective communication skills, and maintaining high standards throughout all endeavors.
Overview
15
15
years of professional experience
Work History
Escalations Specialist, Compliance
Transformco
1086 Florida Central Pkwy
08.2023 - Current
- Resolved complex customer complaints by thoroughly investigating issues and implementing effective solutions.
- Developed comprehensive documentation for each case, ensuring accurate tracking and reporting of escalated issues.
- Contributed to the continuous improvement of escalation management systems by providing feedback on their effectiveness and suggesting enhancements when needed.
- Participated in regular meetings with management to discuss trends in escalated cases while proposing strategies for addressing common challenges faced by the team.
- Improved customer satisfaction by providing timely, empathetic responses to escalated inquiries.
- Provided coaching and guidance to team members on handling difficult customer situations, leading to increased resolution rates.
Sales Specialist
Spring Venture
Orlando, FL
07.2022 - 06.2023
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer .
- Overcame objections using friendly, persuasive strategies.
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
- Implemented feedback from supervisors to continually improve call quality and overall performance.
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Made average of 600 outbound calls per day.
Call Agent
Wyndham Destinations
08.2021 - 07.2022
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Resolved various issues and discrepancies for customers.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved billing discrepancies efficiently by coordinating efforts with accounting personnel to ensure timely resolution for all parties involved.
Retail Sales Consultant
Vintage Stock
10.2019 - 04.2020
- Maximized sales revenue through personalized recommendations and upselling techniques.
- Greeted customers and helped with product questions, selections, and purchases.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Utilized product knowledge to make recommendations, tailoring suggestions to customer needs.
Assistant Manager
Baby’s R US Corporation
01.2010 - 07.2017
- Maintained visual merchandising standards to create an engaging shopping experience for customers.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Supervised cash handling procedures to minimize discrepancies and prevent theft or fraud incidents within the store premises.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Education
Highschool Diploma -
Vanhorn Highschool
Independence, MO06.2007
Skills
- Microsoft Office
- MS Sharepoint
- Call center experience
- Quality assurance
- Customer retention
- Complaint handling
- Assertiveness
- Goal setting and achievement
- Telephone etiquette
- Data management
- Data interpretation
- Call monitoring
Timeline
Escalations Specialist, Compliance
Transformco
08.2023 - Current
Sales Specialist
Spring Venture
07.2022 - 06.2023
Call Agent
Wyndham Destinations
08.2021 - 07.2022
Retail Sales Consultant
Vintage Stock
10.2019 - 04.2020
Assistant Manager
Baby’s R US Corporation
01.2010 - 07.2017
Highschool Diploma -
Vanhorn Highschool