Nathan Landrum Email & Phone Number

Fountainville, Pa, Us

Exton, Pa, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Chicago, Illinois, Us

Summary: Lead a team of 10+ Tier 2 support reps. This team works to support internal and external clients as Subject Matter Experts on all of our core product offerings, providing advanced troubleshooting and issue resolution. • Manage the day-to-day operations of an 11+ person Support Team consisting of L2 agents supporting client technical issues• Ensure departmental services levels and KPI’s are met consistently • Provide and improve metrics, reporting and goal setting tools to analyze and motivate staff• Utilize performance management tools for all coaching, mentoring and developing of employees and teams to help drive employee retention and career pathing• Collaborate and build relationships with cross departmental teams to ensure continued product and process improvements• Create and document standard operating procedures and efficiencies • Develope all training documentation, procedures, and on-boarding processes for new hires to the technical support team

Chicago, Illinois, Us

Summary: Led a team of 12 specialists performing post-sales support for our internal sales teams. This team worked with both internal and external clients to perform issue resolution, and improve ROI and retention.• Supervised day-to-day operations of 12+ members of client support team• Partnered with internal teams to provide customer feedback for product enhancements• Managed the recruiting, interviewing and on-boarding of new hires • Managed vendor relationships for contractors and interns• Created and document standard operating procedures• Monitored incoming/outgoing calls for client support team with the purpose of mentoring and training• Managed communication for complaints received through the Better Business Bureau

Chicago, Illinois, Us

Summary: Led a team of 10+ reps to perform front line help desk support for clients. This team provided internal and external issue resolution as well as inbound sales. • Monitored and measured the daily activities of a team of 20 frontline reps• Ensured customer service level agreements were met as defined by standard operating procedures• Defined and reported departmental metrics• Developed internal partnerships with account managers and sales reps

Chicago, Illinois, Us

Summary: Assist leadership in day-to-day management of a team of specialists dedicated to varying business units.• Created all process documentation and operational efficiencies • Managed and created scheduling for the customer service team and reported adherences to the management team• Coached and developed 20+ team members on processes adherence and meeting KPIs

Chicago, Illinois, Us

• Provided training & product support to employers• Organized strategic planning with sales reps to maintain positive relationships with clients• Analyzed product usage to identify training needs and potential up-sell opportunities • Managed and maintained all incoming support requests for a mid-market book of business

Foothill Ranch, Ca, Us

Summary: Lead a store of 15+ sales associates to increase our sales output by double digit comps year over year as well as manage the overall profit/loss margins of the store. • Increased sales growth by double-digit comps all locations• Created succession planning; coached and developed three assistant managers into store managers• Mentored other store managers to strengthen their visual merchandising abilities• Managed recruiting and staffing for home store as well as new store openings within the district