Nathaniel Eubank

• Led and coached a team of seven (including a team lead), delivering high-quality support across phone, email, chat, and ticket channels.
• Presented weekly KPI reports to the CEO and COO, highlighting performance metrics, customer feedback, and improvement opportunities.
• Maintained a 4.8+ CSAT by tracking response times, ticket backlogs, call handling, and auditing support interactions for quality.
• Reviewed customer complaints across departments to identify trends, and collaborated cross-functionally to implement solutions.
• Handled high-level escalations with a focus on retention and resolution.
• Advocated for the customer voice, influencing company-wide service and product improvements.

• Supervised and led a high-performing Customer Service team, promoting collaboration and service excellence.
• Managed multi-channel customer interactions (calls, chat, email), resolving issues with speed and empathy.
• Guided customers and loan officers on credit matters, performing risk assessments to support loan decisions.
• Handled escalated calls with tact, improving retention and customer satisfaction.
• Partnered with sales to streamline onboarding and enhance the overall customer journey.
• Oversaw Denver office operations as General Manager, driving growth and operational efficiency.

• Managed inbound and outbound customer interactions, ensuring timely, high-quality support.
• Analyzed credit reports to identify discrepancies and assess risk for better decision-making.
• Guided customers through onboarding with personalized support, boosting satisfaction, and retention.
• Managed a portfolio of B2C and B2B accounts, adapting to diverse client needs.
• Advised on credit utilization and score improvement strategies to enhance financial outcomes.

• Demonstrated proficiency in sales and upselling of Webroot anti-virus software to both B2C and B2B clientele, consistently surpassing monthly targets.

• Provided comprehensive support to customers, addressing inquiries regarding software functionality and seamlessly guiding them through the installation process to optimize user experience.

• Collaborated closely with cross-functional teams to ensure seamless onboarding, fostering a synergistic approach to achieving collective success.

• Proactively engaged customers, imparting knowledge on virus prevention strategies and offering guidance on effective virus scanning procedures.