Nathan Ellsworth Email & Phone Number

Greater Salt Lake City Area

- Launched customer support and culture framework for Faire’s thirdheadquarters, developing a 25 person team.- Led recruitment efforts. Conducted interviews and employee onboardingwith an equity, diversity and inclusion lens.- Revamped training that resulted in reduced ticket handle time by fourminutes, increased first touch resolution by 37%, improved utilizationby 77%, and achieved 95% customer satisfaction score.

Greater Salt Lake City Area

- Supervised top performing 18 member team that ranked within top fiveteams globally in all KPIs.- Created culture initiative to enhance employee experience for 400+person support site.- Led site initiative that resulted in 2.5% reduction in customer recontactrate creating a better customer experience, increased efficiency and costsaving. Model implemented at all Netflix service sites.

Salt Lake City

Implemented new business strategies focusing on developing new client leads, data partnerships, and new revenue streams.

Salt Lake City

Onboarded higher education career service teams to utilize Job Dash platform. Increased software demos from 20 to 250 within six months.

Greater Seattle Area

- Managed 40 support agents across multiple service functions, includingtechnical support for US and UK teams.- Oversaw complex customer accounts, including account closures,referral fraud, Better Business Bureau responses, and other violations.Reduced tier 2 escalations by 50%.

Greater Salt Lake City Area

- Supervised up to 30 support agents for multichannel support siteincluding seasonal and remote staff for phone, email, and chat.- Developed service recovery upselling techniques that resulted inexceeding revenue goals by $200K. Achieved supervisor of the quarter.

Reno, Nevada Area

- Worked directly under promotions manager and director on weekly contests and broadcasts.- Music Director for a weekly independent label radio program “Wake The Neighbors”.- Performed live broadcasts weekly.- Worked with record labels on upcoming record releases and radio play.- Developed and implemented new business strategies and promotions which directly expanded the station's listening demographics.- Held multiple leadership positions including Lead Technical Officer and Office Manager.- Completed and administered contracts for current and potential advertisers.