Nathan Coram
Resaca,Georgia
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to improve customer experience and drive business results.
Overview
9
9
years of professional experience
Work History
Business Manager, Customer Service Help & Hard Surface Admin
Shaw Industries
05.2023 - Current
- · Manage a team in a dynamic and fast paced environment that manages a high volume of customers/sales requests
- · Build strong relationships with various stakeholders throughout the organization by being highly visible, professional, inclusive and collaborative to extract value from the supply chain
- · Lead the residential order escalation process to align with Shaw’s strategy
- · Designed and implemented a data driven process (Department For Feedback) to capture supply chain issues, perform root cause analysis, and drive innovation to improve the customer experience.
- · Ensure processes, procedures, systems and associates are positioned to provide a sustainable customer service framework for outsourced products
- · Inventory management process strategy to align inventory objectives and positioning for operational execution
- · Integrate metrics through the use of salesforce.com
Business Manager, Workforce Management – Stretch Assignment
01.2023 - 05.2023
- · Manage capacity planning, forecasting and agent scheduling processes across the enterprise
- · Managed implementation of Genesys system into Workforce team.(Work Plans, Hourly Schedules, Leave Codes and Requests)
- · Identify workload optimization opportunities across various functional areas to improve operation efficiency and business performance
- · Analyze company information to identify workforce trends and challenges
- · Align and leverage organizational systems and stakeholders in order to accomplish major initiatives
- · Manage the Workforce Analyst team responsible for forecasting demand, headcount, scheduling, skilling, and performance management.
Business Manager, Home Centers
09.2020 - 01.2023
- Responsible for management of $1.7 Million budget
- Provided customer and order support for over 5,000 stores Nationally and Internationally
- Responsible for leadership and guidance of professional staff in relation to training, developing, and coaching
- Effectively collaborated with business leaders to ensure successful customer engagement, inbound and outbound
- Effectively collaborate with divisional VP’s, Directors, and Managers of other business units as needed to facilitate and achieve corporate objectives
- Established and executed strategic direction and vision for customer service organization
- Created new policies and processes related to support the order to cash process (order, inventory, shipments)
- Served as a representative for the CS Group in meetings pertaining to the business segment
- Created and set policies to ensure adherence to our corporate standards and customer needs
- Prepared business plans and department goals based on budgets and corporate strategies
- Integrated E-commerce strategy into Customer Service using SOLL, B2B, and EDI channels.
Business Manager, Patcraft Support & Global Accounts
Shaw Industries
04.2018 - 09.2020
- Manage a team of mostly salaried associates in a dynamic and fast-paced environment that manages a high volume of customer requests
- Understand the unique needs of Shaw Integrated Solutions (SIS) and the Patcraft Sales Teams and effectively leverage available resources to support customer account management and to develop innovative value-added solutions
- Manage activities surrounding call escalation and order management opportunities
- Assist with problems elevated beyond the scope of Customer Specialists
- Establish and enforce policies specifically around large order quantities ( truckload orders, locker orders, etc.)
- Determine shipment requirements, assignment procedures, and follow-up practices to ensure effective use of inventory and resources
- Collaborate with Supply Chain Business Solutions and Commercial Sales Operations on all system controls, enhancements, functionality, and road map accounts
- Ensure alignment with Shaw Contract and Patcraft brand strategies
- Build and maintain strong relationships at all levels with various stakeholders throughout the organization by being highly visible, professional, inclusive, and collaborative to extract value from the supply chain
- Help build and maintain a team culture that promotes transparency, invites accountability, drives performance, and that reflects the brands that we serve
- Integrate Shaw's Leadership Imperatives and overall Talent Strategy throughout team
- Find opportunities to build or strengthen relationships with Shaw customers in partnership with Commercial Sales & Marketing
- Partner with Customer Service Training Team and Shaw Learning Academy to design technical and customer-centric training and development solutions for new-hires, as well as, on-going needs of the team.
Team Coordinator, Patcraft Commercial Customer Service – Dalton, GA
10.2015 - 04.2018
- Provided support to Retail Customers, Sales Personnel and Upper Management
- Assumed job duties of Department Manager, Business Manager in their absence, or as needed
- Evaluated agent’s phone calls as needed for quality assurance
- Performed Customer Service Support Representative duties when needed
- Provided training on new and updated processes to new Support Representatives when necessary
- Managed the Customer Service Department with any request and needs
- Monitored employees’ progress
- Lead coaching/training sessions with employees to improve service and quality of work
- Participated in Strategic Team Brand Meetings
- Monitored the attendance and overtime for Support Representatives in Kronos
- Performed any miscellaneous duties as requested by management.
Inside Sales Representative, Shaw Industries - Dalton, GA
03.2015 - 10.2015
- Increased Shaw’s profitability and market share within the West Coast region of the United Status to a base of 300+ accounts
- Developed and maintained good relationships with my customers based on knowledge, service, trust and integrity
- Operated as a department expert, providing in-depth product and functional knowledge while implementing major market programs and services and issuing sample placements
- Selling hard surface, residential carpet, commercial carpet, sundries, and pad to a managed list of accounts.
Education
Licensed Master Cosmetologist - Cosmetology Education
Georgia Beauty Academy
Dalton, GA01.2012
Associate of Science - Business Management
Ashworth College
Norcross01.2010
High School Diploma -
Murray County High School
Chatsworth05.1999
Skills
- Relationship Building
- Customer Service
- Issue Resolution
- Teamwork and Collaboration
- Process Improvement
Specialty Skills
- SALT – Shaw Associate Leadership Training
- Certified Office Ergonomics Evaluator
- Six Sigma Certified Green Belt
- Leading For Results
- STAR – Skills to Achieve Results
- Presenting with Power
- Leaders for Life
- Google Applications
- Microsoft Office Applications
- Salesforce.com proficiency
- United Karate Studio – 2nd Degree Black Belt
References
- Kelly Kinsey, Shaw Industries, (706)532-3688
- Adam Hooker, Komatsu Corp. America, (339)234-0869
Timeline
Business Manager, Customer Service Help & Hard Surface Admin
Shaw Industries
05.2023 - Current
Business Manager, Workforce Management – Stretch Assignment
01.2023 - 05.2023
Business Manager, Home Centers
09.2020 - 01.2023
Business Manager, Patcraft Support & Global Accounts
Shaw Industries
04.2018 - 09.2020
Team Coordinator, Patcraft Commercial Customer Service – Dalton, GA
10.2015 - 04.2018
Inside Sales Representative, Shaw Industries - Dalton, GA
03.2015 - 10.2015
Licensed Master Cosmetologist - Cosmetology Education
Georgia Beauty Academy
Associate of Science - Business Management
Ashworth College
High School Diploma -
Murray County High School
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