Nathan Caldwell

Was responsible for supporting Oracle Cerner’s internal and external clients by providing outstanding customer service and basic technical support in a Tier 1 call-centered environment.

• Achieved 100% client satisfaction for more than 630 clients, the majority of whom were physicians and nurses.

• Repeatedly exceeded all metrics with 70% of calls being First Contact Resolutions (FCR)

• Conducted backend troubleshooting investigations to resolve customer issues and keep applicants current by collecting log files, querying tables, and modifying database values.

•Planned and prioritized problem solutions both independently and in a fast-paced team setting.

• Adhered to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements.

Religious Affairs Specialist skilled in managing budgets, implementing cost-saving measures, and leading teams to achieve operational excellence. Proven ability to develop and maintain positive relationships with vendors, stakeholders, and staff.

• Managed a group of seven staff members conducting performance reviews, training, and oversight.

• Oversaw office operations guaranteeing correct paperwork including record-keeping, reports, and correspondence.

• Organized company events with a quarterly budget of $25,000

• Provided critical support to personnel in high-stress situations due to being trained in conflict resolution and crisis intervention