Nathaniel Wise Email & Phone Number

Centreville, Va, Us

Dassai is a world renowned Japanese sake brand that is owned and crafted by Asahishuzo Co., Ltd. With over 190 years of sake brewing experience Dassai strives to craft and provide the highest quality sake with our upcoming Dassai Blue line, produced in the US.Crafted Comprehensive Customer Experience Strategy: Developed a customer journey map and created a holistic customer experience strategy, enhancing overall customer satisfaction. Achieved an outstanding 98% CSAT score through an omnichannel customer-centric approach.Efficient E-commerce Order Handling: Collaborated closely with the external fulfillment team to streamline e-commerce order handling, ensuring a seamless and efficient process that positively impacted the customer journey.Cross-Functional Collaboration for Enhanced CX: Collaborated effectively with Social Media, Community, and e-commerce operations teams, fostering a synergy that improved the customer experience. Identified opportunities for platform and support team enhancements.

Remote

Holly Hunt, a subsidiary of Miller Knoll, is a renowned luxury furniture and interior design company known for its sophisticated and elegant aesthetic.Worked closely with subject matter experts to create effective training modules for new and existing Sales and Design Specialists, resulting in a 30% reduction in onboarding time.Created and facilitated interactive workshops, fostering a culture of continuous learning.Maintain an organized documentation system for training materials.Provide administrative support to the training department.

Framebridge is a direct-to-consumer startup company in the custom framing industry. The company allows customers to upload photography or mail in art to be framed.Leadership in CX Operations: Led a team of 50+ CX agents, ensuring day-to-day operations ran smoothly while maintaining a focus on efficiency and service quality, resulting in improved customer satisfaction.Strategic SaaS Partnership Management: Successfully stewarded, renewed, and managed the CX department's SaaS partnerships, contributing to cost-effective operations and supporting the business's growth.Data-Driven Decision-Making: Developed, maintained, and analyzed CX metrics with visualizations, providing actionable insights to Team Leads and Senior Management, which informed strategic decisions and process improvements.

Effective Staff Scheduling: Demonstrated strong organizational skills by creating and publishing weekly and monthly schedules for a team of 45-60 CX agents, ensuring adherence to SLA goals and optimal resource allocation.Proactive Communication and Risk Mitigation: Proactively identified and mitigated risks that could hinder productivity improvements and customer satisfaction. Communicated effective risk management improvements that contributed to smooth operations.Support for High-Profile Customers: Successfully supported all customer journey touchpoints, specifically utilizing ZenDesk, Zapier, Braintree, and Slack, especially when handling social escalations and celebrity orders, ensuring accurate fulfillment for prestigious clients.

Revenue Generation and Team Management: Managed two teams of up to 24 designers, contributing to 15% of the company's annual revenue.Cross-Functional Collaboration: Collaborated effectively with cross-functional teams to drive product enhancements and reduce support queries.New Designer Onboarding: Successfully onboarded and trained new designers, equipping them with proficiency in Adobe InDesign and Photoshop, which contributed to team productivity and design quality.

Customer Escalations Management: Led the customer escalations team, effectively managing the workload of 10 colleagues and ensuring NPS and SLA goals were consistently met.Workflow Improvements: Collaborated with internal teams to create new workflow processes for incoming product, resulting in increased production accuracy, efficiency, and improved customer satisfaction.Effective Utilization of Tools: Supported all customer journey touchpoints, utilizing tools like ZenDesk, Zapier, Braintree, and Slack to enhance customer interactions and streamline support processes.

Standard Operating Procedures (SOPs): Created standard operating procedures (SOPs) that were instrumental in supervising and training new employees, ensuring consistency and quality in the receiving department's operations.Quality Assurance Leadership: Took charge of reviewing the work product of up to 20 work specialists for quality assurance, providing valuable feedback and training to improve the team's overall quality and efficiency.Collaboration with Prestigious Clients: Collaborated with multiple teams to fulfill projects for high-profile clients such as Chanel, Gray Malin, Oprah, The Today Show, Vogue, HBO, the Library of Congress, and the White House, maintaining the company's reputation for excellence.

Color Wheel was established in 1965. A family business is your one-stop source for interior design and home décor with a focus on quality paints, custom picture framing and designer wall coverings.Vendor Management and Record-Keeping: Effectively managed vendor relationships, ordered necessary supplies, and maintained meticulous records of accounts, contributing to smooth operations and cost control.Invoice Verification and Reconciliation: Ensured accuracy and transparency in financial transactions by meticulously verifying and reconciling invoices from vendors and customers.Custom Framing Expertise: Leveraged art expertise to design and sell custom framing solutions to clients, further enhancing their satisfaction and driving sales at the point of sale and consistently surprising revenue goals.

Richmond, Virginia, United States

Rick's Custom Frame + Gallery specializes in designing and constructing custom frames and maintains framing contracts with leading museums and collectors in the local area including Capital One. Purchase Order Management: Documented and tracked purchase orders, processed payments from suppliers and customers, ensuring efficient and accurate financial transactions.Museum-Standard Framing: Demonstrated a commitment to quality by framing artworks to museum standards, satisfying the expectations of discerning clients.Installation Expertise: Contributed to the gallery's success by efficiently handling the photography and installation of artwork, ensuring the presentation met high standards.

Richmond, Virginia, United States

As an Administrative Assistant at VCU's Sculpture Department, I was responsible for providing essential administrative support to the department's operations. My role encompassed a range of tasks and responsibilities, including but not limited to:Event Coordination: Assisted in the planning and execution of departmental events, workshops, and exhibitions, including coordinating logistics and ensuring everything ran smoothly.Communication and Correspondence: Acted as the primary point of contact for inquiries, emails, and phone calls, providing prompt and professional responses. Assisted in drafting, proofreading, and formatting departmental communications, reports, and documents.Data Management: Assisted in maintaining accurate and up-to-date student records, departmental databases, and filing systems.