Nathaniel W. Parsons

Nathaniel W. Parsons 11541 Sharon Dr, C-504 Parma, Ohio 44130 -- Summary Customer Service professional achiever that is ready to take your customer experience to the next level. Proficiency in today's technology and services give me the tools to succeed with your needs. A team asset that goes that extra mile and owns my work! Education Cuyahoga Community College Certificate in PC Maintenance/Computer Hardware & Software Graduated January 2018 Continued learning via Udemy, edX, and Coursera. Employment History AGS Solutions LLC Managing Consultant/Director of Operations January 2013 – Present Responsibilities: • Manages multiple projects by directing daily operations priorities to insure that service level agreements (SLA) are consistently being met. • Performed above expectations in multiple roles to increase revenue and service level for multiple clients and their teams• Assisted clients by sourcing the most affordable and realistic options available to them to achieve their goals. • Taught customer service teams what tools are available and how to use them when operating on slashed budgets. • Developed adherence plans for privacy, security, and Plan B redundancy options. B-Stock Solutions, Inc Quality Assurance Team Leader January 2017 – March 2018 Responsibilities: • Reviewed each auction posted for errors and consistency that could prove costly for our Fortune 500 clients. • Tackled and owned tasks that came in via G Suite emails while adhering to SLA Goals. • Interfaced with Fortune 500 Clients (Examples: Amazon, Walmart, Home Depot, Target, and Best Buy) via multiple communication channels. • Monitored Slack channels for additional tasks or issues that may arise. • Completed error reporting via Google Sheets that provided constructive yet positive feedback to the auction technicians. • Utilized G Suite Apps and Microsoft Office 2016 daily. • Utilized Magento and Other Proprietary backend systems. • Attended Weekly Team and Client Meetings via Zoom and provided insights, ideas and constructive feedback. • Assisted in team cost-cutting measures utilizing Time Doctor and implementing annual review goals. • Adhered to and insured the 24-hour SLA requirement was met 99% of the time. Riley Corporation Team Leader October 2017 – January 2018 Responsibilities: • Supervised 3-4 live chat agents each shift. • Monitored shift analytics on an hourly basis. • Monitored Slack channels for issues or team questions. • Assisted customers thru live chat with pre-screening of their real estate purchase plans. • Parsed incoming leads prior to being assigned to front-line chat agents• Assisted with adhering to and achieving the three-minute SLA requirements 90% of the time. • Attended Daily or Weekly Team Calls via Zoom and provided insights, ideas and constructive feedback. My Personal Taxi (MPT) Customer Service Representative January 2013 – July 2017 Responsibilities: • Answered incoming phone calls within 25 seconds. • Processed the caller's reservation request for taxi rides utilizing Silent Dispatch. • Communicated any questions or issues via Skype. • Insured that the latest taxi drivers list is in use. • Misc. tasks as assigned. JivoChat, Inc Live Chat Customer Service/Tech Support January 2012 – January 2016 Responsibilities: • Handled incoming customer tech support issues via Web, Desktop, or Mobile App. • Handled incoming customer calls via VOIP desktop app. • Composed and answered emails as needed using G Suite. • Monitored Slack channels for questions or tasks. • Attended Team Calls via Skype or Zoom as needed and provided insights, ideas and constructive feedback. • Insured that 30-second SLA on the first response was met 90% of the time. Professional Skills CUSTOMER SERVICE REPRESENTATIVE: Advanced CUSTOMER SERVICE: Advanced ORGANIZATION: Advanced OPERATIONS: Advanced TECHNOLOGY: Advanced SOFTWARE AS A SERVICE: Advanced