Nathan Sites
Ogden
Summary
Dynamic operations professional with over 5 years of experience leading customer service teams and coordinating field operations to enhance business performance. Expertise in optimizing technician schedules, supervising staff, and managing customer relationships has resulted in improved service delivery and satisfaction. Proven track record of tracking KPIs and driving operational efficiency in high-volume service environments, consistently achieving organizational goals. Committed to fostering a collaborative team culture while implementing innovative solutions that elevate overall performance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Operations Coordinator
Arnold Machinery Company
03.2023 - Current
- Facilitate service operations for 15+ technicians while overseeing 300-500 active work orders in fast-paced material handling service department.
- Oversee customer communication, service scheduling, estimates, warranties, and repair authorizations throughout service lifecycle.
- Process invoicing and job closeouts for service operations generating approximately $250,000-$350,000 in monthly revenue.
- Partner with service, parts, and sales teams to ensure timely job completion, inventory availability, and customer satisfaction.
- Review technician labor hours, service reports, and job profitability to support accurate billing and operational efficiency.
- Act as primary liaison between customers, technicians, parts personnel, and management to resolve issues and uphold service quality.
Branch Operations Manager
Fox Pest Control
11.2022 - 03.2023
- Promoted to Branch Operations Manager based on operational performance and leadership contributions.
- Facilitated branch operations generating over $700,000 in monthly recurring revenue while targeting strategic growth goals surpassing $1 million per month.
- Optimized routing and scheduling strategies for 12 field technicians, improving efficiency and resource utilization.
- Coordinated with field management and senior leadership to implement operational advancements and realize KPI goals.
- Led staff training programs, improving employee performance and customer satisfaction.
Customer Service Supervisor
Fox Pest Control
04.2021 - 11.2022
- Supervised and coached a team of 6 customer service representatives through regular one-on-one development meetings.
- Managed customer escalations and complex service issues, delivering solution-focused resolutions and maintaining customer satisfaction.
- Coordinated service scheduling and customer communication for approximately 2,500 customer accounts.
- Collaborated with field leadership to support 12 service technicians and ensure efficient execution of daily operations.
- Tracked key performance indicators and partnered with management to improve operational effectiveness and service quality.
Education
Associate of Science - Finance
Utah State University
Logan01-2020
Skills
- Operations Management
- Scheduling Management
- Dispatch Management
- Team Leadership
- Customer invoicing
- Process Improvement
- KPI Monitoring
- Conflict Resolution
- Cross-Functional Collaboration
- Data Analysis
- Microsoft Excel
Accomplishments
- Supported service operations for 15+ technicians and maintained visibility across 300–500 active work orders.
- Managed service scheduling and customer support operations for approximately 2,500 customer accounts.
- Supervised and coached a team of 6 customer service representatives.
- Optimized routing and scheduling for 12 field technicians to improve operational efficiency.
- Promoted from Customer Service Supervisor to Branch Operations Manager.
Certification
Microsoft Office Specialist: Excel Associate Certification
Timeline
Service Operations Coordinator
Arnold Machinery Company
03.2023 - Current
Branch Operations Manager
Fox Pest Control
11.2022 - 03.2023
Customer Service Supervisor
Fox Pest Control
04.2021 - 11.2022
Associate of Science - Finance
Utah State University