Nathaniel J. Shaner
Phoenix,AZ
Summary
Dynamic Customer Service Representative with a proven track record at McKesson, excelling in customer relationship management and quality assurance. Recognized for enhancing service efficiency and developing tools that improved operational outcomes. Adept at training and mentorship, fostering strong team collaboration to elevate customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
McKesson
Phoenix, Arizona
11.2024 - Current
- Facilitated customer inquiries and order placements while ensuring efficient service delivery.
- Resolved customer issues through effective communication and problem-solving techniques.
- Managed returns and exchanges in compliance with company policies.
- Maintained current knowledge of medical supplies and product offerings to assist customers.
- Documented customer interactions accurately in database system to enhance record-keeping.
- Collaborated with team members to improve service efficiency and elevate customer satisfaction.
- Provided timely resolution of customer complaints, ensuring high-quality service standards.
- Cultivated strong customer relationships to promote repeat business and loyalty.
Quality Assurance Coordinator
McKesson
Scottsdale, AZ
04.2023 - 09.2024
- Absorbed essential knowledge and skills to perform as QA Coordinator during training with QA Team.
- Managed time efficiently, providing dedicated support to agents without feeling rushed.
- Recognized in companywide email for creating and maintaining a comprehensive table for Customer Service use.
- Developed a tool for agents to accurately select Reason code descriptions within JDE program.
- Created an Excel document for current and future QA Coordinators for personal tracking and trend automation.
- Received positive feedback from QA Team regarding the utility of new tracking document.
- Applied leadership skills from previous roles to train QA Team and uphold performance standards.
- Maintained ongoing engagement with QA Team, focusing on continuous improvement initiatives.
Customer Service Representative
McKesson
Scottsdale, AZ
10.2019 - 04.2023
- Gained proficiency in critical systems essential for customer and patient support at McKesson.
- Assisted Rep Solutions within six months, collaborating with Marci Remmel’s team.
- Achieved Customer Service Advisor Certification in winter 2022 to enhance service delivery.
- Contributed to onboarding process by supporting new employees in office environment.
- Pursued continuous improvement and knowledge sharing to increase resourcefulness and expertise.
- Developed strong relationships with extended care representatives to ensure efficient communication.
- Enhanced operational efficiency through proactive engagement and learning initiatives.
- Leveraged system knowledge to improve customer interactions and outcomes.
Assistant Manager level 3
Domino's Pizza LLC
Phoenix, AZ
01.2017 - 01.2019
- Contributed to leadership teams across multiple locations, enhancing operational effectiveness.
- Adapted swiftly to challenging situations to ensure seamless operations.
- Conducted daily revenue audits to identify inconsistencies and address underlying issues.
- Instituted Customer Service Representative and Delivery Expert of the Month program, increasing delivery efficiency by over 50%.
Education
High School -
Dobson High School
Mesa, ArizonaAssociates - General Sciences, Mathematics, Information Technology
Glendale Community College
Glendale, AZSkills
- Customer relationship management
- Data entry accuracy
- Order processing
- Product knowledge
- Quality assurance
- Service improvement
- Training and mentorship
- Time management
- De-escalation techniques
- Excel reporting
- Data analysis
- Attention to detail
- Microsoft Office proficiency
Awards Acknowledgements
- 02/28/24, Tashmeen Kahn, Regarding the Primary/Secondary Description chart.
- 02/07/24, Cynthia Ricker, For creating the Primary/Secondary Description chart.
- 08/30/23, Felicia Jackson, For helping her and encouraging her to strive to be the best CSR she can be.
- 04/03/23, Michael Angelopulos, For going above and beyond as Rep Solutions agent.
- Global War on Terrorism Medal
- Good Conduct Medal
- Navy and Marine Core Achievement Medal
- Two successful deployments in support of operations in the Middle East
- USS Providence (SSN-719) Awarded the Battle Efficiency Ribbon
Timeline
Customer Service Representative
McKesson
11.2024 - Current
Quality Assurance Coordinator
McKesson
04.2023 - 09.2024
Customer Service Representative
McKesson
10.2019 - 04.2023
Assistant Manager level 3
Domino's Pizza LLC
01.2017 - 01.2019
High School -
Dobson High School
Associates - General Sciences, Mathematics, Information Technology
Glendale Community College