NATHAN METCALF
Professional Services Consultant
Owensboro,KY
Summary
Resourceful Supervisor or Lead offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities.
Successful at quickly de-escalating conflicts, satisfying customers and promoting loyalty. Persuasive and diplomatic communicator with excellent relationship-building, multitasking and problem-solving abilities.
Proficient in Salesforce, Office 365, Google Workspace and Tableau.
High level of experience in remote work environments, in both operations and leadership roles.
Overview
24
24
years of professional experience
12
12
years of post-secondary education
Work History
Team Lead/Supervisor
TEKsystems
Owensboro, KY
03.2023 - 12.2023
- Maintained compliance with company policies, objectives, and communication goals.
- Achieved results by working with staff to meet established targets.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Devised and implemented processes and procedures to streamline operations.
Service Desk Technician
NRTC - National Rural Telecommunications Cooperative
Owensboro, KY
03.2022 - 03.2023
- Gained extensive knowledge in data entry, analysis and reporting.
- Identified issues, analyzed information and provided solutions to problems.
- Excellent communication skills, both verbal and written.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Agent With Grant Application Review
New Jersey Department Of Family Development
Auburn, Kentucky
12.2021 - 03.2022
- Greeted guests over the phone and engaged in pleasant conversations while managing verification process.
- Aided assigned grant contacts through technical assistance, research and other support services.
- Maintained integrity of general ledger and chart of accounts.
- Upheld strict confidentiality protocols with client details and tax return information.
- Worked with management at project level to achieve project goals.
- Collaborated with accounting manager to comply with governing bodies and limit regulatory risks.
- Verified client data and communicated client errors or concerns appropriate teams.
- Completed performance audit papers through thorough documentation.
Disease Investigations
Allen
Scottsville, KY
07.2021 - 11.2021
- Disease investigation in rural areas require gaining a quick rapport, while maintaining confidentiality, in an area where kinship ties are extensive and word traveles quickly
- Success was due to conscious application of soft skills: communication, empathy, flexibility and emotional intelligence
- Maintained quality and efficiency as a team through the height of the Delta variant, adapting to everchanging needs of the outbreak
- Oversaw investigations and surveillance focused on preventing COVID-19 outbreaks.
- Gathered and submitted data to regulatory agencies for mandatory report infections such as the Kentucky Department of Public Health.
- Maintained records of procedures, infections and outcomes.
- Investigated outbreaks and employed control measures to prevent future incidents.
- Gathered, analyzed and reported on infection data.
- Collected and organized data for weekly case summaries.
- Maintained data, reporting, confidentiality, and quality assurance standards throughout investigations.
Disease Investigations Team Lead
Barren River District
Bowling Green, KY
01.2020 - 01.2021
- As the Investigator Point of Contact for “COVID Response Efforts for International Community Workgroup” – worked with multiple City, County and Medical organizations to coordinate outreach efforts in the area’s sizeable refugee community
- Analyzed and presented foreign language data as it related to our overall case investigations
- Investigator, Point of Contact for Correctional Facilities (handled proper documentation for inmate cases) Promoted to Team Lead/Supervisor and was placed over a satellite location, then a work from home team of investigators when facility became unavailable
- In this role I developed skills in remote communication and monitoring/maintaining productive workflow for the whole team
- In my COVID-19 Disease Investigations and Contact Tracing role, I personally handled over 800 individual cases over the course of my 1 year contract with Teksystems.
Call Center/Dispatch Agent
Combined Communications
Bowling Green, KY
01.2007
- At Combined Communications my role was to handle or direct incoming calls from the public for a variety of clients including Medical, Legal and Commercial service providers
- Handled calls professionally developing skills in first impression rapport building Scheduling and Messaging Software Required good typing and office skills for transcribing and delivering messages appropriately
Field Research Coordinator
Western Kentucky University
Kandy, Sri Lanka
01.2004
- Resident field researcher for Dr
- Jeffrey Samuels (Jeffrey.Samuels@wku.edu) of Western Kentucky University, under a grant from the John Templeton Foundation, examining the education of novice Buddhist monks
- Independently planned the day-to-day research schedule
- Conducted over 100 hours of interviews with novice Buddhist monks
- Implemented a study of Subject Employed Photography and Photo Elicitation – see “visual methods in research.” Worked with a native-language interpreter to translate and transcribe interview hours.
Store Manager
Oh Boy Stores, DBA Hilltopper BP
Bowling Green, KY
07.2003 - 10.2009
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised guests at front counter, answering questions regarding products.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Completed point of sale opening and closing procedures.
Crew Leader/Trainer
U.S. Census Bureau
Bowling Green, KY
01.2000
- Trained future Census enumerators, following a script, in the proper procedures for gathering and reporting Census data
- Handled day-to-day management of 12 Census enumerators as they collected data
- Managed reports
- Handled difficult or non-compliant cases where I got to develop conflict resolution skills.
Education
MBA - Data Analytics
University of Southern Indiana
Evansville, IN 10.2023 - Current
Bachelors of Arts - Sociology and Religious Studies
Western Kentucky University
01.2001 - 01.2010
Coursework in Anatomy and Physiology - undefined
Southern Kentucky Community and Technical College
COVID-19 Contact Tracing, (Course - undefined
Organizational Leadership
Udemy - Teksystems
Online 01.2022 - 03.2022
Dashboards And Data Visualizations
University of California - San Diego
La Jolla, CA 01.2022 - 03.2022
Statistics For Data Science And Business Analytics
Udemy - TEKsystems
Online 01.2022 - Current
Skills
Documentation and reporting
Customer support
Telemarketing expertise
Problem-solving skills
Answering questions
Gathering information
Call center operations
Typing [70] wpm
Performance improvement
Verbal and written communication
Proficient in Salesforce
Proficient in MS Office
Proficient in Tableau
Calm disposition
Client communication
Grant Applications
Data review
Compliance with operation procedures
Reviewing resumes
Application Review
Reviewing patient information
Medical records review
Records organization and review
Employee performance reviews
Coaching and mentoring
Project Management
Improvement initiatives
Key Performance Indicators
Schedule optimization
Negotiation
Policies and procedures
Strategic planning
Staff Management
Quote
Likewise, it is impossible for me to control the external things. But if I control my mind, what need is there to control anything else?
Shantideva
Timeline
MBA - Data Analytics
University of Southern Indiana
10.2023 - Current
Team Lead/Supervisor
TEKsystems
03.2023 - 12.2023
Service Desk Technician
NRTC - National Rural Telecommunications Cooperative
03.2022 - 03.2023
Organizational Leadership
Udemy - Teksystems
01.2022 - 03.2022
Dashboards And Data Visualizations
University of California - San Diego
01.2022 - 03.2022
Statistics For Data Science And Business Analytics
Udemy - TEKsystems
01.2022 - Current
Agent With Grant Application Review
New Jersey Department Of Family Development
12.2021 - 03.2022
Disease Investigations
Allen
07.2021 - 11.2021
Disease Investigations Team Lead
Barren River District
01.2020 - 01.2021
Call Center/Dispatch Agent
Combined Communications
01.2007
Field Research Coordinator
Western Kentucky University
01.2004
Store Manager
Oh Boy Stores, DBA Hilltopper BP
07.2003 - 10.2009
Bachelors of Arts - Sociology and Religious Studies
Western Kentucky University
01.2001 - 01.2010
Crew Leader/Trainer
U.S. Census Bureau
01.2000
Coursework in Anatomy and Physiology - undefined
Southern Kentucky Community and Technical College