Nathaniel Williams Email & Phone Number

Chattanooga, Tennessee, United States

Remote

• Managed delivery of Artificial Intelligence (AI) imbedded processes to 14K Call Center Representatives (CSR). Developed organizational level processes for both peers and senior leadership.Selected accomplishments:
• Reduced operation cost by $13M by refining and delivering automated memo functionality in first 7 months.
• Led planning, delivery, and implementation of pilot process and readouts, simplifying cost-effective prioritization decision making for senior… Show more Managed delivery of Artificial Intelligence (AI) imbedded.
• Led planning, delivery, and implementation of pilot process and readouts, simplifying cost-effective prioritization decision making for senior leadership.
• Created org level project tracking tool, increasing interdepartmental alignment, and aiding senior leadership in cost saving efforts. Show less

Chattanooga, Tennessee, United States

• Provided dynamic 12-week onboarding for new hires up to 3 times per year. Facilitated engaging Instructor Led Trainings (ILT) for 700 existing Call Center Representatives (CSR).Selected accomplishments:
• Created, facilitated, and propagated comprehensive technical training curriculum supporting influx of representatives supporting troubleshooting calls for customers, resulting in increased resolution frequency and.
• Ensured quality… Show more Provided dynamic 12-week onboarding for new hires up to 3 times per year. Facilitated engaging Instructor Led Trainings (ILT) for 700 existing Call Center Representatives (CSR).Selected.
• Ensured quality assurance through call observation and daily statistics, ensuring maximum value was attained from training cost.
• Created daily Key Performance Indicator (KPI) tracker for L&D department, supporting coaching and amplification of new hire skill for all training classes. Show less

Chattanooga, Tennessee, United States

• Ensured positive outcomes and customer satisfaction in every interaction. Upheld and improved comprehensive product knowledge across current and legacy products, services, and technologies.Selected accomplishments:
• Enterprise top performing Technical Expert reducing repeat callers, resulting in decreased operational cost and increasing team success through peer-to-peer coaching and report building.
• Leveraged resources and critical thinking skills in troubleshooting and… Show more Ensured positive outcomes and customer satisfaction in every interaction. Upheld and improved comprehensive product knowledge across.
• Leveraged resources and critical thinking skills in troubleshooting and resolution of device, network and account related issues. Show less