Nathan Norris
Monticello,KY
Summary
Well-organized Traffic oversite bringing over 2 years managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management.
Multi-tasking proficiency. Managed and oversaw 102 call center representatives while maintaining call volume, call handle times, after call times, employee schedules and hourly reports for active agents. Also received Supervisor calls for difficult agents and analyzed call data for any gaps in efficiency. Would identify any problem areas for agents and provide specialized training to improve call quality and overall handle times.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Skilled Cabinet Finish
Trifecta Ventures LLC
Monticello , KY
11.2020 - Current
- Demonstrated safe and proper operation of equipment and tools to prevent harm to team members.
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
- Completed daily, weekly and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
- Followed procedures for use of chemical cleaners and power equipment to prevent damage to floors.
- Ordered parts, supplies and tools to maintain inventory.
- Analyzed all surfaces closely for imperfections prior to painting jobs across Cabin
- Built shelves, doors, windows and counters to correct scale and dimensions according to blueprints and building plans.
- Collaborated with other carpenters, journeymen and supervisors to complete projects.
- Followed strict adherence to safety protocols from job start to final clean up to prevent accidents and mishaps.
- Studied specifications in blueprints, sketches or building plan to prepare project layout and determine dimensions and materials required.
- Followed protocols and stayed organized to provide personal and teammate safety.
- Calculated dimensions and amount of needed materials by accurately measuring job site and structures.
- Measured and marked cutting lines on materials using pencil or chalk and marking gauge.
- Built and hung custom doors and frames.
- Carefully read blueprints, sketches and technical drawings to inform comprehensive understanding of project scope and specifications.
- Fabricated custom furniture, shelving and cabinets and installed in specified locations.
Traffic Controller
Eos
Somerset, KY
11.2018 - 01.2020
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 102 call center representatives in providing excellent customer service to callers requiring assistance for water utilities and payments or billing issues etc.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Created team rotations to man center effectively during peak hours.
- Maintained call center equipment in good working order to maximize productivity.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Effectively managed assigned cases, collecting and documenting details using an array of different software.
Call Center Representative
Black Board Student Services
Somerset , KY
07.2018 - 11.2018
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
No Degree - Business Management Technology
Daymar College
Albany, KYHigh School Diploma -
Monticello Independent Schools
Monticello, KY06.2005
Skills
- Organizational Skills
- Active Listening
- Work Crew Coordination
- Maintaining Clean Work Areas
- Precision and Accuracy
- Hand and Power Tool Operation
- Cabinet Repair
- Interpreting Blueprints
- Dimension Calculations
- Multitasking Abilities
- Surface Sanding
- Exterior Painting
- Wood Staining
- Furniture Making
- Woodwork Restoration
- Technical Proficiency
- Call Center Software
- Client Satisfaction
- Scheduling and Coordinating
- Employee Coaching and Motivation
- Managing Operations and Efficiency
- Team Management
- Benchmark Setting
- Information Tracking
- Administration and Reporting
- Special Assignments
- Quality Control Optimization
- Professional Relationships
- Constructive Feedback
- Report Preparation and Analysis
- Staff Training
- Performance Tracking and Evaluations
- Operational Efficiency
- Customer Care
- Data Accuracy
- Team-Building Exercises
- Assignment Delegation
- Data Communications
- Efficient Service
- Information Security
- Call Documentation
- Customer Account Management
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Technical Support and Assistance
- Scripted Calls
- Call Transfers
- Customer Support
- Performance Feedback
- Livechat Messaging
- Quality Assurance and Control
- Answering Customer Questions
- Computer Proficiency
- Document and Records Management
- Proficiency in Microsoft Office and G Suite
- Billing Adjustments and Refunds
- Cultural Awareness
- Inbound and Outbound Calling
- Complex Product Knowledge
- Patient and Empathetic
Certification
I am certified in various microsoft programs such as Microsoft office, Microsoft Word, Microsoft spreadsheet, excel and powerpoint. Experience using multiple software and programs to increase overall efficiency of American Water Contract under Eos Inc.
Timeline
Skilled Cabinet Finish
Trifecta Ventures LLC
11.2020 - Current
Traffic Controller
Eos
11.2018 - 01.2020
Call Center Representative
Black Board Student Services
07.2018 - 11.2018
No Degree - Business Management Technology
Daymar College
High School Diploma -
Monticello Independent Schools
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