Nate Cunningham Email & Phone Number

Marietta, GA, US

• Leverages strong professional career and diverse knowledge / skillset to provide consulting services for organizations of all sizes with focus on process improvement and business efficiency.
• Provides process improvement expertise and guidance from problem identification through implementation
• Serves as a business process expert for clients who are looking to grow subject area expertise helping them quickly understand focus areas to make informed decisions
• Partners with retail organizations to develop and implement strategic plans and best practices across several business functions
• Works as a business lead in technology transformation projects translating organization needs into technical requirements and bridging the gap between business and IT
• Guides projects and processes through change management initiatives giving needed support and direction

Newbury, Ohio, US

• Responsible for leading “National Accounts” Kinetico water system installation and service with restaurant businesses as a primary focus (including Chick-fil-A, Ecolab, and Darden). Managed and improved external.
• Led fulfillment, service and technical associates that executed sales and installations of water treatment products
• Identified and implemented process improvement strategies that drove significant efficiencies in commercial business
• Grew relationships with commercial customers, dealers, and service providers resulting in increased revenue and improved customer satisfaction during challenging business climate
• Successfully navigated business operations during global pandemic (COVID-19) by adjusting workforce to operating completely remote, integrated temporary staffing and increased team productivity and performance
• Developed training strategy and implemented change management solutions for Service Provider filter selling capability, new associate onboarding curriculum, and continuous associate development training program (video.

Atlanta, Georgia, US

• Responsible for multiple Asset Protection teams working to reduce inventory shrink using advanced analytics to identify causal factors and remediating issues through process improvement. Leader over four teams.
• Identified and resolved system defects and process issues resulting in over $60M in inventory shrink corrections
• Designed, developed and implemented a very successful holistic reporting and analytics solution (Tableau, Google Big Query-based) providing significant productivity gains for field and corporate Asset Protection teams
• Managed change management initiative for new Asset Protection analytic suite, including piloting new tools, developing training cadence, and building sustainable educational content for field team (organization of over.
• Exposed policy gap in returns process resulting in process change to limit fraudulent abuse (savings over $10M)
• Implemented numerous process and system changes impacting inventory shrink and margin improvement from findings and issues identified

Atlanta, Georgia, US

• Led product managers and product owners of Home Services transactional systems and supported network of 1,500 service provider companies. Directed process and system roadmaps for workflow support tools and field and.
• Owned and directed technology systems and roadmap for the Home Services division (a $4B+ sales business)
• Managed the product backlog, feature delivery and budget for mobile selling application, desktop systems, web services, communication gateway, and workflow systems
• Secured funding through strategic planning process and delivered technology projects through Agile approach, including in-home change order capability, mobile digital document solution, and HVAC preventative.
• Established new service provider helpdesk operation to handle technology support calls/emails
• Designed and implemented extremely successful Service Provider Scorecard for network of service provider companies

Atlanta, Georgia, US

• Led product managers and product owners of Home Services transactional systems and supported network of 1,500 service provider companies. Directed process and system roadmaps for workflow support tools and field and.
• Owned and directed technology systems and roadmap for the Home Services division (a $4B+ sales business)
• Managed the product backlog, feature delivery and budget for mobile selling application, desktop systems, web services, communication gateway, and workflow systems
• Secured funding through strategic planning process and delivered technology projects through Agile approach, including in-home change order capability, mobile digital document solution, and HVAC preventative.
• Established new service provider helpdesk operation to handle technology support calls/emails
• Designed and implemented extremely successful Service Provider Scorecard for network of service provider companies

Atlanta, Georgia, US

• Business owner of key operational and sales reporting for US Retail Organization (stores, districts, regions, executive). Responsible for key technology solutions used within retail stores including communication.
• Designed and guided new weekly store reports (print packet, operations scorecard) delivering key metrics to store leadership which significantly improved productivity and saved $2.5M in development costs
• Oversaw mobile reporting solution development (FIRST Phone Store Walk Application) and MicroStrategy solution enhancements and product roadmap (MyNumbers)
• Led simplification effort to streamline and eliminate numerous disparate reporting systems with consolidated solution; over 100 reports and tools were eliminated providing focus and clarity for store and field operators
• Actively developed and rolled out educational content to support system changes, new reporting tools, and associate adoption content

Atlanta, Georgia, US

• Leader across multiple teams in The Home Depot’s contact center for customer support (Customer Care). Responsible for teams including: System and Technology, Customer Sentiment and Feedback Analysis, Customer Service.
• Built and led quality control program for call/email support channels and successfully implemented NICE quality monitoring software throughout department
• Established and led effective alerting and support process for outages/defects to ensure business continuity and timely resolution while managing Customer Care’s technology support team (including hardware, software.
• Developed and delivered service reporting for contact center leadership to run the business and monitor performance
• Managed maintenance/enhancement releases for SAP CRM system used for customer complaint tracking
• Implemented virtual machines (VDI) which significantly reduced department maintenance and service

Atlanta, Georgia, US

• Managed a team of analysts who supported the Customer Care organization with technology and reporting
• Managed key technology projects and break-fix troubleshooting support
• Led social media customer service response team focusing on platforms such as Twitter, Facebook, and Yelp!
• Created and delivered customized training and process content (knowledge base, in-person, video / web-based, and ongoing education) to support enhanced processes, new technology, and performance accountability

Atlanta, Georgia, US

• Managed customer service support team of contact center agents and supervisors
• Led team of 5 supervisors and over 50 service agents and delivered top performance results in Customer Care department during 2010
• Oversaw specialty customer service areas including Better Business Bureau/Attorney General Office correspondence, social media service, and bilingual teams (Spanish and French)

Atlanta, Georgia, US

• Led quality control program for call and email support channels across in-house and outsourced contact centers
• Managed a team of quality assurance associates who reviewed and evaluated Customer Care agent calls, emails, and case notes
• Implemented NICE quality monitoring package resulting in significantly improved customer experience and associate service awareness
• Created and defined customer service standards and quality control process for associates and 3rd party contact centers
• Monitored and calibrated quality of customer service responses (phone calls, e-mails, letters, etc.) to ensure appropriate handling of customer issues
• Developed process improvement initiatives to improve overall quality of customer service

Atlanta, Georgia, US

• Executed cross-functional process improvement and cost/task-out projects throughout the company in areas including Finance, Operations, Merchandising, Supply Chain, and Tool Rental
• Completed operational and financial reviews to simplify operations, monitor risks, and reduce costs
• Conducted business review/audit of Stock Administration department and streamlined existing procedures and developed standard operating procedures to assist with workload demands and gaps in current processes
• Performed financial/accounting evaluations of business entities
• Evaluated and monitored company financial risks and controls
• Communicated recommendations and project findings to various business customers and management

Atlanta, GA, US

• Reviewed and summarized audit results for department and prepared audit summaries for the audit committee
• Managed audit department schedules, travel assignments of audit staff, and expense report review
• Ensured corporate and franchise stores received audits in a timely and cost-efficient manner
• Trained new internal audit associates on processes, systems, and business practices

Atlanta, GA, US

• Analyzed rental histories and system information for internal operational issues
• Led acquisitions to grow Aaron’s store base, including due diligence and transitioning inventory, systems, and personnel
• Conducted operational audits for all of Aaron’s businesses (consumer rental, business to business, manufacturing)
• Trained new internal audit associates on processes, systems, and business practices

Atlanta, GA, US

• Conducted operational audits for all of Aaron’s businesses (consumer rental, business to business, manufacturing)
• Administered evaluations to company and franchise stores on an audit scoring basis
• Reviewed financial and administrative documentation and provided guidance to store management
• Trained new internal audit associates on processes, systems, and business practices

Olean, NY, US

• Interviewed, hired, and trained sales representatives
• Led team meetings and assisted with general operations of district sales office
• Conducted sales presentations to train new team members
• Operated as team leader from sales perspective as a top producer in the office

Olean, NY, US

• Opened and ran a branch sales office in Huntsville, AL
• Interviewed, hired, trained and managed over 25 sales representatives
• Achieved office sales over $130,000 and was recognized for top branch performance and consistent sales achievement
• Delivered speeches and training presentations at district, regional and company sales events

Olean, NY, US

• Sold cutlery and housewares direct to consumers and built relationships and a referral network to increase sales territory
• Generated over $50K in personal sales
• Recruited and trained key team members
• Ran various repeat business marketing campaigns including mailer program and Christmas sales program

Mba, Organizational Management

Bs, Business Administration - Marketing