Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nathan Roy

Atlanta

Summary

Customer Service and Operations Professional with experience in executive-level support, technical troubleshooting, and conflict resolution. Skilled in managing escalations with empathy, clarity, and efficiency while maintaining strong customer relationships. Proficient in CRM systems, incident response coordination, and data-driven problem-solving with tools such as Excel. Recognized for adaptability in fast-paced environments, cross-functional collaboration, and a proactive approach to improving processes and ensuring customer satisfaction. Driven to apply diverse skills and continuous learning to deliver results in any situation..

Overview

10
10
years of professional experience

Work History

Drain Technician

Electric Drain & Sewer Rooter Service
03.2018 - 09.2024
  • Maintain and Service Equipment: Ensure the proper upkeep and functionality of all electrical and mechanical equipment and tools on the work truck, conducting regular inspections and preventive maintenance.
  • Office Support and Coordination: Provide administrative support including dispatching and scheduling, processing customer payments, and directing inquiries to the appropriate team members for efficient resolution.
  • Technical Troubleshooting: Perform light troubleshooting and maintenance on office network equipment to ensure smooth daily operations.
  • Operate Specialized Equipment: Skillfully operate sewer inspection cameras, sonar location systems, smoke testing devices, descaling equipment, and other specialized tools for maintenance and diagnostics
  • Unclogged sewers, kitchen and bathroom sinks and tubs using plumbing snakes and machines.
  • Described diagnosed problems to customers and offered solutions.

Account Manager & Sales

Golden Customer Care
01.2017 - 09.2017
  • Answer incoming and place outgoing calls in relation to numerous company brands to place new orders, and answer general questions about a given product line.
  • Assist with processing return shipments and order cancellations.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Customer Service Agent & Assistant Network Manager/IT assistant

Clear Source Global
04.2014 - 06.2016
  • Customer Support Excellence: Deliver exceptional service to customers via both phone and email, ensuring timely and accurate responses to inquiries.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • System Management: Oversee user profiles in Interaction Client and Vocalcom phone systems to ensure seamless communication.
  • Access Control Administration: Manage the HID badge system, handling building access for onboarding and offboarding agents.

Education

High School Diploma -

Home School
Salt Lake City
04.2007

Computer Upgrade, Repair & Network Management

Jordan Applied Tech Center
Sandy, UT
04.2006

Skills

  • Executive Escalations & Conflict Resolution
  • Customer Relationship Management (CRM) Tools like Zendesk and Salesforce
  • Empathy & Active Listening
  • Professional Written & Verbal Communication
  • Incident & Emergency Management
  • Process Improvement & Root Cause Analysis
  • Attention to Detail in Fast-Paced and High-Pressure Environments
  • Cross-Functional Team Collaboration
  • Social Media Monitoring & Customer Engagement
  • Critical thinking
  • Data entry
  • Time Management

Accomplishments

  • Maintained 0 escalated calls over 7 years across multiple call centers by resolving issues effectively on first contact.
  • Consistently achieved top customer satisfaction ratings through empathetic communication and quick problem resolution.
  • Recognized for ability to de-escalate difficult situations, protecting client relationships and company reputation.
  • Maintained 0 escalated calls over a 7-year period across multiple customer service roles by resolving issues effectively on first contact.
  • Frequently recognized by corporate offices with rewards (gift cards and commendations) for taking ownership of customer situations, providing appropriate resolutions, and eliminating the need for supervisor involvement.


Timeline

Drain Technician

Electric Drain & Sewer Rooter Service
03.2018 - 09.2024

Account Manager & Sales

Golden Customer Care
01.2017 - 09.2017

Customer Service Agent & Assistant Network Manager/IT assistant

Clear Source Global
04.2014 - 06.2016

High School Diploma -

Home School

Computer Upgrade, Repair & Network Management

Jordan Applied Tech Center

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