Nathan Shakoor
McDonough,GA
Summary
I’m a Business Manager who is self-motivated and brings over 20 years of valuable industry experience; who’s passionate about working toward company advancements and results-driven with a proven track record of working collaboratively with team members to achieve goals.
Overview
13
13
years of professional experience
Work History
Contact Support Center Supervisor
Urgently
San Diego, CA
07.2021 - Current
- Directed, and coached a team of 24 agents.
- Managed daily activities that impacted KPIs and OKRs.
- Monitored and graded calls quality and reviewed detractors.
- Handles escalated customers and problem-solving.
- Performed payroll responsibilities every week by correcting any variances and scheduling conflicts.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Supervisor
Lyft
Nashville, TN
09.2018 - 05.2020
- Managed multi-platform ( Chat, Social Media, and Call teams.)
- Conducted quarterly agent reviews quarterly.
- Monitored call quality, chat, and social media responses.
- Interviewed, hired and trained new employees for production positions.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Supervisor
Asurion
Nashville, TN
07.2017 - 10.2018
- Managed 16 Technicians.
- Interviewed, hired, and trained new employees.
- Monitored and graded calls for quality and troubleshooting accuracy.
- Managing SLA and providing center-wide support.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Interviewed, hired and trained new employees for production positions.
Customer Service Team Lead
AT&T
Nashville, TN
01.2008 - 07.2017
- Product expert and override approval for retaining customers.
- Resolved customer escalations and providing floor support.
- Conducted team huddles and updated team on new processes and company updates.
- Monitored live calls for quality and provided feedback, addressing performance and opportunities.
Education
Business Management
Nashville State Community College
Nashville, TNSkills
- Coaching/ Developing Skilled
- Team Building/ Collaboration
- Training and mentoring
- Strong verbal and written communication skills
- Risk analysis and management
- Strategic planning
- Staff training and development
- Complaint resolution
- Sales and marketing
- Performance Appraisals
- Staffing and scheduling
- Analytical and Critical Thinking
- Computer literate ,Word, GSuite, Workday, Zendesk, Paycom, Teleopti, Kronos and more
Timeline
Contact Support Center Supervisor
Urgently
07.2021 - Current
Supervisor
Lyft
09.2018 - 05.2020
Supervisor
Asurion
07.2017 - 10.2018
Customer Service Team Lead
AT&T
01.2008 - 07.2017
Business Management
Nashville State Community College
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