Nathanael Hooks
Mayfield Heights,OH
Summary
Hardworking, people-oriented team leader. A mentor to the core, I am adept in educating, equipping, and motivating the members of my team with accurate information, innovate solutions, and an environment conducive to personal and professional growth. Versed in developmental direction and team communication.
Overview
8
8
years of professional experience
1
1
Certification
Work History
EFS Specialist
Cuyahoga Job And Family Services
Cleveland, OH
08.2023 - Current
- Effectively interpreted policy for the purpose of making timely, and accurate benefit determinations.
- Meticulously reviewed casework, identified errors, and made the appropriate corrections that resulted in the proper allocation of county resources
- Sought out, received, and utilized developmental feedback, in order to improve performance, and expand knowledge of various agency subject matter.
- Actively listened to our client's circumstance, so as to provide the finest assistance available, while expressing deep empathy towards each of their unique situations.
- Collaborated with leaders and colleagues to develop tools, work instructions, and mnemonic devices that aid in streamlining the processing of cases as according to policy.
CUSTOMER SERVICE REPRESENTATIVE
Progressive Insurance
Mayfield Heights, OH
11.2020 - 05.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
CONSULTANT
New York Life Investment Management LLC
Cleveland, OH
11.2019 - 06.2020
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Reviewed account and service histories to identify trends and issues
- Upheld privacy and security requirements established by The Ohio Department of Insurance as well as various regulatory agencies
- Evaluated customer account information to assess current issues and determine potential solutions
- Managed monetary transactions with perfect accuracy, which elevated customer satisfaction ratings.
CUSTOMER SERVICE REP - SENIOR REPRESENTATIVE
CVS Health
Solon, OH
06.2018 - 10.2019
- Monitored customer accounts to track outstanding issues and implement new solutions
- Managed processing, scheduling and execution of customer purchase orders
- Educated customers about products, pricing and policies to address and resolve issues
- Conferred with manufacturing and production teams to assess delivery timeframes and coordinate schedules
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Met and exceeded performance goals to support long-term company growth and market dominance
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance
- Assisted customers by answering questions, addressing concerns and providing current account information.
COLLECTIONS AGENT
National Enterprise Systems
Solon, OH
10.2016 - 05.2018
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts
- Recovered lost revenue by persistently reaching out to customers with past due accounts
- Processed payments and refunds quickly to maximize efficiency and meet performance targets
- Created repayment plans based on account holders' financial status and repayment abilities
- Improved existing collections processes by analyzing rejection patterns and denials
- Handled irate customers smoothly to achieve performance targets
- Used effective questioning techniques to clarify why debtors were delinquent.
Education
Associate of Arts - Information Technology
Cuyahoga Community College
true06-2025
High School Diploma -
Cleveland Job Corps
04-2010
Skills
- Customer Care
- Conflict Resolution
- Clear and empathetic interpersonal skills
- Time management
- Team-Building
- Adaptability & Flexibility
- Proficient in all MS Office programs
- Computer Technology
- Account Management
Certification
JOB CORPS CERTIFICATE OF COMPLETION (Computer Technology)
Timeline
EFS Specialist
Cuyahoga Job And Family Services
08.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
Progressive Insurance
11.2020 - 05.2021
CONSULTANT
New York Life Investment Management LLC
11.2019 - 06.2020
CUSTOMER SERVICE REP - SENIOR REPRESENTATIVE
CVS Health
06.2018 - 10.2019
COLLECTIONS AGENT
National Enterprise Systems
10.2016 - 05.2018
Associate of Arts - Information Technology
Cuyahoga Community College
High School Diploma -
Cleveland Job Corps
JOB CORPS CERTIFICATE OF COMPLETION (Computer Technology)
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