Nathan Hawks Email and Phone Number

*Manage 10+ SaaS vendors and contracts worth over $1M each to enable research on 3rd party platforms*Lead tools support for ~600 UX researchers across 15+ Meta business units.*Restructured support intake methodologies to maximize requests throughput and minimize SLA by 50%.*Streamlined software purchase flows reducing in 2x launched research studies per month.*Established federated funding model lowering operating costs by ~$1M year over year.*Coordinated educational… Show more *Manage 10+ SaaS vendors and contracts worth over $1M each to enable research on 3rd party platforms*Lead tools support for ~600 UX researchers across 15+ Meta business units.*Restructured support intake methodologies to maximize requests throughput and minimize SLA by 50%.*Streamlined software purchase flows reducing in 2x launched research studies per month.*Established federated funding model lowering operating costs by ~$1M year over year.*Coordinated educational training and information sessions for all UX Researchers with 3rd partyvendors, resulting in a decrease of support tickets by 15%. Show less

Member of the Google Shopping vendor management program team responsible for onboarding, management and optimization of shopping vendors represented on the Google Shopping channels via web, mobile and third party. Integral part of the team through the Vaco LLC contracting staffing network.* Directly managed the onboarding and implementation of 30+ business accounts monthly (ranging from SMB to enterprise). Implementation to Google Shopping channels included the ingestion of ~500K… Show more Member of the Google Shopping vendor management program team responsible for onboarding, management and optimization of shopping vendors represented on the Google Shopping channels via web, mobile and third party. Integral part of the team through the Vaco LLC contracting staffing network.* Directly managed the onboarding and implementation of 30+ business accounts monthly (ranging from SMB to enterprise). Implementation to Google Shopping channels included the ingestion of ~500K products monthly to the public marketplace. Optimized client adoption through ongoing analysis of revenue/profitability, shipping/delivery, cancellations/returns, and product assortment.*Trained and managed a team of 30+ offshore contractors (Europe and India based) to manage merchant communications and pre-launch tracking within 45 days. Included designing team member evaluation criteria which resulted in training and certification process.*Responsible for ongoing process improvements to reduce inefficiencies for external/internal documentation.* Led weekly team performance meetings to generate and present quarterly business reviews to internal stakeholders highlighting key metrics, achievements, and recommendations for scaled operations. Consistently surpassed all Turn around time (90%), Total Resolution Rate (80%), and QA (95%) benchmarks Quarter over Quarter. Show less

Member of the Google My Business team responsible for identifying, troubleshooting, and directing the course of action for the resolution of data and technical issues on Google Maps. Integral part of the team through the Nelson and Vaco LLC contracting staffing network* Successfully reduced turn-around time (TAT) for incoming customer support queues from 4 weeks to under 48 hours by expanding automated response system and improved designated issue types.* Partnered… Show more Member of the Google My Business team responsible for identifying, troubleshooting, and directing the course of action for the resolution of data and technical issues on Google Maps. Integral part of the team through the Nelson and Vaco LLC contracting staffing network* Successfully reduced turn-around time (TAT) for incoming customer support queues from 4 weeks to under 48 hours by expanding automated response system and improved designated issue types.* Partnered cross-functionally with operation leads and engineers to document customer feedback into case studies for product roadmaps, issue resolution and systemic user experience bugs or technical issues. Documented use case, measured quantitative impact and advocated for prioritized implementation to improve the user experience. * Published external best practices guide for approximately 50K+ high-tiered business users to support clients in improving listing optimization. Developed, wrote and delivered content for successful publishing of guide. Results included the optimization of Google map listings for clients and reduced incoming issue ticket volume for the business.* Utilized debugging tactics to ensure accurate data representation of clients on Google maps via ongoing quality assurance analysis for 100K+ local businesses. Show less

Member of the BevMo onsite sales associate team responsible for driving sales, promotions and monitoring inventory expectations.* Modified promotional displays as needed to optimize and increase in-store traffic.* Utilized weekly merchandise calendar forecasts to educate prospective customers and drive profitable promotions to support sales target achievements.* Executed regular purchase orders to meet customer demand while also monitoring cost effective products.*… Show more Member of the BevMo onsite sales associate team responsible for driving sales, promotions and monitoring inventory expectations.* Modified promotional displays as needed to optimize and increase in-store traffic.* Utilized weekly merchandise calendar forecasts to educate prospective customers and drive profitable promotions to support sales target achievements.* Executed regular purchase orders to meet customer demand while also monitoring cost effective products.* Participated in the quarterly product inventory process to ensure in-stock inventory aligned with inventory management system records. Show less

Facilitated transfer of specialized equipment to new company building while also coordinating with operations team on effective transportation strategies

Specialized in face-to-face sales consultations for Australian national charities. Engaged with public consumers in contributing to short and long term fundraising objectives