Nathan Horton
Durant,MS
Summary
Seasoned Customer Care Specialist with a proven track record from Lumens, adept in Microsoft Office Suites and skilled in conflict mediation. Elevated customer satisfaction by implementing forward-thinking strategies and quality assurance, resulting in optimal vendor pricing and efficient team leadership. Excelled in high-volume, remote work environments, demonstrating exceptional verbal and written communication.
Overview
6
6
years of professional experience
Work History
Senior Customer Care Specialist
Lumens
05.2021 - 01.2024
- Responded promptly to incoming calls from customers seeking assistance or information about products or services offered by the company.
- Managed escalated customer cases effectively while maintaining a high level of professionalism.
- Developed strong relationships with customers through consistent communication and follow-up.
- Utilized problem-solving skills to handle difficult customer situations professionally and efficiently.
- Trained new employees on company policies and procedures related to customer service.
- Ensured compliance with relevant regulations pertaining to consumer protection laws.
- Attended regularly scheduled video conferences for team meetings and one-on-one coaching.
Roadside Assistance Dispatcher
U-Haul International
07.2020 - 05.2021
- Responded promptly to incoming calls from customers seeking assistance or information about products or services offered by the company
- Managed escalated customer cases effectively while maintaining a high level of professionalism
- Developed strong relationships with customers through consistent communication and follow-up
- Utilized problem-solving skills to handle difficult customer situations professionally and efficiently
- Trained new employees on company policies and procedures related to customer service
- Ensured compliance with relevant regulations pertaining to consumer protection laws
- Attended regularly scheduled video conferences for team meetings and one-on-one coaching
- Maintained accurate records of all transactions and communications with customers
- Handled customer complaints in a professional manner resolving any disputes promptly
- Researched information related to vehicle makes and models, repair shops, tow truck operators as needed
- Coordinated with vendors to ensure efficient delivery of roadside assistance services
- Monitored the progress of each call until completion ensuring customer satisfaction was met
- Adhered to company policies and procedures when responding to customer inquiries and dispatching roadside assistance requests
- Worked closely with other departments such as sales and accounts receivable to ensure proper billing procedures were followed.
Customer Service Specialist
Continuum Global Solutions
03.2018 - 07.2020
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance
- Resolved escalated customer issues quickly and efficiently while adhering to company policy
- Developed effective relationships with customers through active listening, problem-solving, and follow-up communication
- Met daily customer service quotas with a focus on quality
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Maintained knowledge of current products, services, procedures, promotions, pricing, policies, and processes.
Education
Diploma in Administrative Support -
Career Development Center
Jackson, MS05.2020
High School Diploma -
Holmes County Central High School
Lexington05.2016
Skills
- Excellent Verbal and Written Communication
- Proficient in Microsoft Office Suites
- Conflict Mediation
- High-Volume Environments
- LiveChat
- Program Leadership
- Remote Office Availability
- Microsoft Teams
- Quality Assurance
- ICD-10
- Claims
- Medical Billing and Coding
- Billing Adjustments and Refunds
- Insurance Verification
- Customer Relations
- Buyer Seller Agreements
- Performance Improvement
- Promotional Planning
- Technical Support
- Inbound/Outbound Call Center Operations
Timeline
Senior Customer Care Specialist
Lumens
05.2021 - 01.2024
Roadside Assistance Dispatcher
U-Haul International
07.2020 - 05.2021
Customer Service Specialist
Continuum Global Solutions
03.2018 - 07.2020
Diploma in Administrative Support -
Career Development Center
High School Diploma -
Holmes County Central High School
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