Summary
Overview
Work History
Education
Skills
Timeline
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Nathan VanPatten

Grand Rapids,MI

Summary

Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Experience as a shared resource Contact Center Manager & maintaining relationships with over 100 different credit union clients.

Overview

5
5
years of professional experience

Work History

Contact Center Manager

Xtend Inc.
06.2019 - Current
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Assisted with company business plans, budget construction & mid-year budget reviews.
  • Phone System Technician for both Xtend & partner companies operating off of our phone platform. Responsible for weekly phone system updates as well as internal IVR alterations for credit unions.
  • Grew the Xtend Contact Center team from 25 agents to 40+ agents in 9 months, while also improving our employee retention rate.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Team Lead

Xtend Inc.
08.2018 - 06.2019
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Adjusted equipment to meet different productivity levels.
  • Designed strategic plan for component development practices to support future projects.

Member Service Representative

Xtend Inc.
03.2018 - 08.2018
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Educated and engaged customers with new bank products and services.
  • Responded to customer calls and emails to answer questions about products and services.
  • Verified customer identification and documentation for compliant transactions.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Resolved customer issues through thorough dispute investigation.
  • Cross-sold bank services and products to uplift customer investments.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

No Degree - Business Finance

Aquinas College
Grand Rapids, MI

High School Diploma -

Sparta High School
Sparta, MI
05.2012

Skills

  • Scenario Planning
  • Market and Competitor Research
  • Service Delivery
  • Inventory Control Processes
  • Incident Management
  • Supervisory Abilities
  • Strategize Business Plans
  • Banking Services Knowledge
  • Program Optimization
  • Protocol Adherence
  • Member Services
  • Employee Motivation
  • Staff Training
  • Morale Improvements
  • Personnel Scheduling
  • Strategic Vision
  • KPI Tracking
  • Quality Control
  • Data Analysis
  • Critical Thinking
  • Reading Comprehension
  • Operational Efficiency
  • Brand Awareness
  • Client Satisfaction
  • Call Center Operations
  • Budgetary Planning
  • Team Coaching
  • Client Contact
  • Constructive Feedback
  • Report Preparation
  • Maintaining Clean Work Areas

Timeline

Contact Center Manager

Xtend Inc.
06.2019 - Current

Team Lead

Xtend Inc.
08.2018 - 06.2019

Member Service Representative

Xtend Inc.
03.2018 - 08.2018

No Degree - Business Finance

Aquinas College

High School Diploma -

Sparta High School

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Nathan VanPatten