NATHAN METCALF
Professional Services Consultant
Owensboro,KY
Summary
Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities.
Successful at quickly de-escalating conflicts, satisfying customers and promoting loyalty. Persuasive and diplomatic communicator with excellent relationship-building, multitasking and problem-solving abilities. Proficient in Salesforce, Office and Tableau.
Resourceful Manager or Team Lead offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
- Friendly Help Desk Technician experienced at quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
9
9
years of professional experience
Work History
Tier 2 Support Technician
NRTC - National Rural Telecommunications Cooperative
Auburn, KY
04.2022 - Current
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Patiently walked individuals through basic troubleshooting tasks.
Agent With Grant Application Review
New Jersey Department Of Family Development
Auburn, Kentucky
12.2021 - 03.2022
- Greeted guests over the phone and engaged in pleasant conversations while managing verification process.
- Aided assigned grant contacts through technical assistance, research and other support services.
- Maintained integrity of general ledger and chart of accounts.
- Upheld strict confidentiality protocols with client details and tax return information.
- Worked with management at project level to achieve project goals.
- Collaborated with accounting manager to comply with governing bodies and limit regulatory risks.
- Verified client data and communicated client errors or concerns appropriate teams.
- Completed performance audit papers through thorough documentation.
Disease Investigations
Allen
Scottsville, KY
07.2021 - 11.2021
- Disease investigation in rural areas require gaining a quick rapport, while maintaining confidentiality, in an area where kinship ties are extensive and word traveles quickly
- Success was due to conscious application of soft skills: communication, empathy, flexibility and emotional intelligence
- Maintained quality and efficiency as a team through the height of the Delta variant, adapting to everchanging needs of the outbreak
- Oversaw investigations and surveillance focused on preventing COVID-19 outbreaks.
- Gathered and submitted data to regulatory agencies for mandatory report infections such as the Kentucky Department of Public Health.
- Maintained records of procedures, infections and outcomes.
- Investigated outbreaks and employed control measures to prevent future incidents.
- Gathered, analyzed and reported on infection data.
- Collected and organized data for weekly case summaries.
- Maintained data, reporting, confidentiality, and quality assurance standards throughout investigations.
Disease Investigations Team Lead
Barren River District
Bowling Green, KY
01.2020 - 01.2021
- As the Investigator Point of Contact for “COVID Response Efforts for International Community Workgroup” – worked with multiple City, County and Medical organizations to coordinate outreach efforts in the area’s sizeable refugee community
- Analyzed and presented foreign language data as it related to our overall case investigations
- Investigator, Point of Contact for Correctional Facilities (handled proper documentation for inmate cases) Promoted to Team Lead/Supervisor and was placed over a satellite location, then a work from home team of investigators when facility became unavailable
- In this role I developed skills in remote communication and monitoring/maintaining productive workflow for the whole team
- In my COVID-19 Disease Investigations and Contact Tracing role, I personally handled over 800 individual cases over the course of my 1 year contract with Teksystems.
Call Center/Dispatch Agent
Combined Communications
Bowling Green, KY
01.2007
- At Combined Communications my role was to handle or direct incoming calls from the public for a variety of clients including Medical, Legal and Commercial service providers
- Handled calls professionally developing skills in first impression rapport building Scheduling and Messaging Software Required good typing and office skills for transcribing and delivering messages appropriately
Field Research Coordinator
Western Kentucky University
Kandy, Sri Lanka
01.2004
- Resident field researcher for Dr
- Jeffrey Samuels (Jeffrey.Samuels@wku.edu) of Western Kentucky University, under a grant from the John Templeton Foundation, examining the education of novice Buddhist monks
- Independently planned the day-to-day research schedule
- Conducted over 100 hours of interviews with novice Buddhist monks
- Implemented a study of Subject Employed Photography and Photo Elicitation – see “visual methods in research.” Worked with a native-language interpreter to translate and transcribe interview hours.
Store Manager
Oh Boy Stores, DBA Hilltopper BP
Bowling Green, KY
07.2003 - 10.2009
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised guests at front counter, answering questions regarding products.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Completed point of sale opening and closing procedures.
Crew Leader/Trainer
U.S. Census Bureau
Bowling Green, KY
01.2000
- Trained future Census enumerators, following a script, in the proper procedures for gathering and reporting Census data
- Handled day-to-day management of 12 Census enumerators as they collected data
- Managed reports
- Handled difficult or non-compliant cases where I got to develop conflict resolution skills.
Education
Bachelors of Arts - Sociology and Religious Studies
Western Kentucky University
Bowling Green, KYCoursework in Anatomy and Physiology - undefined
Southern Kentucky Community and Technical College
01-2019
Organizational Leadership
Udemy - Teksystems
Online03-2022
Dashboards And Data Visualizations
University of California - San Diego
La Jolla, CA03-2022
Statistics For Data Science And Business Analytics
Udemy - TEKsystems
OnlineCurrent
Skills
- P>Documentation and reporting
- P>Customer support
- P>Telemarketing expertise
- P>Problem-solving skills
- P>Answering questions
- P>Gathering information
- P>Call center operations
- P>Typing [70] wpm
- P>Performance improvement
- P>Verbal and written communication
- P>Proficient in Salesforce
- P>Proficient in MS Office
- P>Proficient in Tableau
- P>Calm disposition
- P>Client communication
- Analytical and Methodical
- Support Ticket System Management
- User Support and Troubleshooting
- Defect Analysis and Resolution
- Tracking and Documentation
- Troubleshooting Network Issues
- Customer Service Support
- Collaborative Team Player
- Technical Support Triage
- Microsoft Windows and Office
- Help Desk Software
- Reading Technical Manuals
- Technical Support and Assistance
- Issue and Resolution Tracking
- Resolving Problems and Incidents
- Organizational Skills
- Closing Tickets
- Video Conferencing
- Data Archiving
- Social Perceptiveness
- Case Notes
- Case Support
- Incoming Call Management
- Online Chat Support
- Friendly and Patient
- LAN and WAN Assessment
- Remote Technical Support
- Reading Comprehension
- Creative Issue Resolution
Timeline
Tier 2 Support Technician
NRTC - National Rural Telecommunications Cooperative
04.2022 - Current
Agent With Grant Application Review
New Jersey Department Of Family Development
12.2021 - 03.2022
Disease Investigations
Allen
07.2021 - 11.2021
Disease Investigations Team Lead
Barren River District
01.2020 - 01.2021
Call Center/Dispatch Agent
Combined Communications
01.2007
Field Research Coordinator
Western Kentucky University
01.2004
Store Manager
Oh Boy Stores, DBA Hilltopper BP
07.2003 - 10.2009
Crew Leader/Trainer
U.S. Census Bureau
01.2000
Bachelors of Arts - Sociology and Religious Studies
Western Kentucky University
Coursework in Anatomy and Physiology - undefined
Southern Kentucky Community and Technical College
Organizational Leadership
Udemy - Teksystems
Dashboards And Data Visualizations
University of California - San Diego
Statistics For Data Science And Business Analytics
Udemy - TEKsystems
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