Nate Celnik Email & Phone Number

Lead Customer and Employee Experience (CX/EX) programs spanning multiple industry verticals. Partner with clients to provide meaningful, actionable insights and best practice sharing. -Material is a modern marketing services company, powered by analytics, deep human understanding, and design thinking. We are a radical collaboration of the top research and analytics firms seamlessly paired with the most creative and strategic marketing agencies, all with the shared mission of igniting growth for the world’s top B2B and B2C brands, from Fortune 500 companies to disruptive start-ups. We offer a full range of marketing services — from data analytics and insights, to consulting and strategy development, to customer experience programs and creative executions. Material employs a roster of 1,400 strategists, creators, technologists, designers, researchers, and storytellers that work side-by-side with clients to solve modern-day problems, build customer loyalty, and make an impact on the world around us. Material is headquartered in Los Angeles, CA, with offices in 13 cities across the U.S. and the U.K. If you have any questions or want to learn more about all ways Material can help your brand make an impact, please visit Materialplus.io

At PenFed, Customer Experience (CX) = Member Experience (MX). Planned and executed strategic priorities for PenFed’s Voice of the Member program, which includes feedback collection at a variety of touchpoints: onboarding, transactional, digital, and social. Partnered with stakeholders across the organization to leverage member experience data to improve service, efficiency, and lower costs. Developed and delivered executive reports to bring the voice of the member to the table. Designed and implemented feedback programs focused on member retention and growth. Increased Google review volume by 468% to support reducing CPA.I’m certified in Operational Customer Experience Management (OCEM) and as an Administrator of Medallia’s SaaS solution.

• Led team of 35 to 50 call center representatives and consumer loan underwriters• Coached team to ‘wow’ members to exceed expectations, resulting in consistently high Net Promoter Score (NPS) and Overall Satisfaction (OSAT)• Served as Operations SME on various enterprise-level projects. Developed multi-platform internal and member-facing communications to support product/project launches

• Acted as a senior consumer loan underwriter, consistently led in production and quality amongst peers• Responsible for the performance and development of 6-10 call center representatives• Provided coaching and training to create high-performing teams

Eugene, Oregon

Eugene, Oregon