Nathan Wolfe
Salt Lake City,UT
Summary
A dynamic problem-solver with a passion for technology, adept at seamlessly bridging the gap between hardware and software. I thrive in leading diverse teams to achieve extraordinary outcomes, with a keen eye for meticulous event management and a natural gift for conflict resolution. With a track record of turning challenges into opportunities, I am driven to create a positive impact in the world of technology through my expertise in troubleshooting, leadership, and exceptional interpersonal skills.
Overview
9
9
years of professional experience
Work History
Customer Experience Manager
FLASH
Austin, TX
08.2021 - Current
- Provided technical account management by collaborating with internal teams on implementation projects and addressing support and development requests throughout the platform's lifecycle
- Worked closely with customers to understand their unique requirements and challenges, offering tailored solutions and guidance to ensure smooth platform adoption
- Proactively monitored customer accounts, identifying potential issues, and taking preventive measures to avoid downtime or disruptions in service
- Acted as the primary point of contact for post-installation customers, promptly addressing and resolving outstanding issues to enhance customer satisfaction
- Utilized strong problem-solving skills to identify root causes and implement effective solutions, thereby turning frustrated customers into advocates for the product
- Conducted regular check-ins with customers to assess their needs, provide updates on platform enhancements, and gather feedback for product improvement
- Collaborated with cross-functional teams, including sales, product development, and support, to address customer concerns, share customer insights, and drive product enhancements
- Prepared and delivered reports and presentations to internal stakeholders, highlighting key customer issues, trends, and recommendations for improvement.
Manager of Guest Services and Parking
Vivint Smart Home Arena
Salt Lake City, UT
04.2018 - 08.2021
- Revenue growth of 118% in the first fiscal year (Parking)
- Developed and implemented the first-ever business plan and training program for the Parking Department
- Assisted in the hiring and onboarding of over 90 part-time team members to help meet guest Experience expectations
- Successfully support, scheduled, and assist in leading over 230 part-time Guest Services and Parking team members to ensure event success.
Parking Enforcement Supervisor
City of Boulder
Boulder, CO
09.2016 - 04.2018
- Lead city-wide parking enforcement for Community Vitality and Parking Services department
- Assist Access and Parking Manager with departmental projects and research.
- Facilitate work cultural norming process to enhance employee engagement.
- Implemented a new onboarding and training program for parking enforcement staff to enhance the overall onboarding experience for new and current staff.
- Coordinated parking enforcement for a new pilot program near highly utilized Open Space trailhead.
- Integrated 24/7 call service with the installation of new Parking Access and Revenue Control System (PARCS) equipment.
Field Operations Manager
University of Denver
04.2014 - 09.2016
- Oversaw parking enforcement and maintenance for campus inclusive of 5,296 parking stalls.
- Collaborated with the university campus safety department to gain compliance with parking and campus safety policies.
- Implemented and configured a virtual permit pilot program to enhance customer experience
- Developed a new training program for parking enforcement team members.
- Increased parking enforcement citation issuance by 80% in Q3.
- Coordinated the replacement of enforcement staff vehicles to include two mobile License Plate Recognition (LPR) units.
- Acted as Campus Safety Officer as needed to meet the Campus community's needs.
Education
B.S - Communications
Southern Utah University
2013
Skills
- Technical Account Management
- Salesforce Software
- Client Base Retention
- Problem Solver
- Technology
- Customer Issue De-Escalation
Timeline
Customer Experience Manager
FLASH
08.2021 - Current
Manager of Guest Services and Parking
Vivint Smart Home Arena
04.2018 - 08.2021
Parking Enforcement Supervisor
City of Boulder
09.2016 - 04.2018
Field Operations Manager
University of Denver
04.2014 - 09.2016
B.S - Communications
Southern Utah University