Nathan Mcclellan Email & Phone Number

Salt Lake City, Utah, Us

I love what I do, and I have the distinct privilege of working with others who inspire this love.Strong leadership amidst a global crisis:• Negotiated new revenue stream with 3rd party to protect jobs for frontline employees• Led operational restructure though pandemic to ensure viability and scalability• Spearheaded cultural transformation to fully align our people and technology on the customer experience• Launched automatic email distribution capability to streamline our digital contact channels, load-balance the volume, and ensure customers are connected to the person best suited to help them

Salt Lake City, Utah, Us

I initiated the customer experience transformation throughout Christopherson Business Travel:• Increased capability to personalize customer touchpoints by converting to a cloud based phone system handling more than 500K customer contacts annually• Integrated an experience management platform to measure customer interactions—improved customer engagement by a factor of 10X• Built a system to follow through with customers and instill confidence in the services they receive• Developed and executed a customer experience strategy yielding a sustained twelve-month Net Promoter Score of 76My approach to ensuring excellence in our business is to ensure excellence in our people:• Cultivate next generation leadership by promoting engagement through coaching (ask me about this—it is one of my strongest passions)• Architected dozens of business intelligence dashboards to transform what we know about our business and how we use that knowledge to improve• Founded the Travel Advisor Board to create a forum for the voice of employees to drive priorities• Built training department for operations, and launched digital knowledge centerIf business growth is a function of continuous improvement, then continuous learning is the fuel powering this innovation:• Created a dedicated industry vertical, which became the fastest growing part of our business with a 60% year-over-year growth rate• Developed an internal investment prioritization methodology to improve execution, throughput, and return on investment• Oversaw 550K transactions annually across online, email, and phone channels• Drive $500 million in annual sales

Boston, Ma, Us

• Led 900+ employees across multiple sites supporting sales, service, email, and chat channels handling 5.4 million contacts per annum• Grew sales organization to nearly $105 million in annualized sales revenue with a conversion rate improvement of 11% year over year• Reduced discretionary discounting at point of sale by 23% year over year• Drove efficiency gains resulting in 17% improvement in frontline availability• Improved operating expenses by more than $1.3 million annually with a 42% reduction year over year in return exceptions• Reduced annualized attrition by 39%

New York, Ny, Us

Oversaw companywide customer experience program for 35 million customer contacts handled globally per annum—led process standardization program for 8,000 operational employees worldwide:• Strategy Formulation: Redesigned Customer Experience strategy to deliver high customer centricity within newly created joint venture legal entity• Portfolio Management: Ensured value realization across $20M global project portfolio by streamlining investment decisioning and performance• Global Leadership: Integrated complex regional programs comprising 24 countries across Europe, Asia Pacific, and the Americas under global leadership• Restructuring: Delivered process for saving $1M by reducing 75% of quality assurance staff globally while simultaneously improving customer satisfaction• Customer Experience: Managed all voice-of-the-customer intelligence gleaned from survey programs and interaction monitoring for 8M unique customers• Culture of Innovation: Increased survey response rates from a stagnant 8% to a momentum building 10% across 5 million survey invitations distributed globally

New York, Ny, Us

• Builds Diverse Talent: Proven experience successfully managing large team of virtual employees across 26 states in the US• Leadership Excellence: Led large organization with 375 people while consistently achieving some of the highest employee engagement and coaching effectiveness results in the company• Customer Oriented: Drove best-in-class customer satisfaction scores as well as best-in class quality among client base of more than 4,000 businesses• Home-Based Servicing: Developed business case for expansion of home-based servicing footprint, and designed handbook of best practices for managing more than a thousand virtual employees business-wide• Increase Revenue: Delivered 9% annual growth in the hotel segment despite lower year-over-year baseline transaction volume• Expense Management: Financial accountability for $11.2 million annual operating budget• Distinctive Performance: Generate over 550K transactions per year representing $348 million in sales

New York, Ny, Us

• Drives Innovation: thrive on process improvement and change management• Portfolio Management: Inspire 100% virtual team to achieve their individual and group potential—determine projects assignments, monitor workload, morale, and satisfaction to drive high performance• Offline Productivity: Developed strategy to improve productivity across Business Travel servicing network and in turn drove more than $3.4 million in recognized P&L benefits

New York, Ny, Us

• Travelers Cheque Card Decommission: Led product wind-down across all US sellers, customers, and systems—Drove initiative across Risk, Operations, Technology, Finance, Compliance, Marketing• Counterfeit Paper Reduction: Led cross-functional team to mitigate multi-million dollar annual fraud risk• Finance Reengineering: Manage dynamic project portfolio, regularly update business unit CFO

New York, Ny, Us

Diverse Project Portfolio:• Enhanced Investment Optimization: Created an enterprise wide infrastructure for investment portfolio management—Built prioritization tools with Corporate Planning, Technology, and Business Transformation groups• Quality in Controllership: Established a project office to drive the development of an optimal global operating model for 600 employees in 48 countries around the world• Global Procurement Reengineering: Conducted study to determine the feasibility of insourcing operations as an additional American Express revenue source• Direct Mail Transformation: Built and implemented interactive scorecard tool to manage risk and optimize prospect marketing capabilities for external acquisitions• New Accounts Customer Experience: Implemented Six Sigma Project Management within New Accounts Operations• e-Enablement: Day to day relationship lead for the American Express Interactive group (delivered over $100 million in benefits from 2003 to 2005)

As a leader in relationship management, Convergys provides solutions that optimize the everyday interactions between customers and employees. Managing these relationships, fostering improvement and adding value to them is how Convergys enables organizations worldwide to improve their business performance.Controlled all sources of revenue for $28.5 million Microsoft account:• Reconciled cash receipts for multiple pay methods monthly• Managed bank relationships for 6 US and Canadian accounts• Regulated cash flow and carried out internal audit functionsSupervised team of clerical personnel:• Managed duties of order entry and payments processing teams• Directed invoicing and accounts payable staff• Oversaw pair of data coordinatorsProvided business solutions for North and South American customers:• Implemented successful procedures to process online orders• Developed systems design and operation improvements

Provided valuation services for commercial and industrial properties. Portfolio included planned developments, office parks, warehouses, and tax assessment appeals.• Appraised projects valued at more than $36 million• Analyzed proposed and existing investment properties• Conducted specialized market research for clients' needs• Wrote over 1,100 pages of detailed analysis• Used pro forma techniques to model diverse financial scenarios

Ogden, Utah, Us

Calculated depreciation on fixed assets across a multi-state region with a portfolio valued in excess of $6 million.• Entered and maintain fixed assets for Tax, Internal, and AMT books• Posted appropriate journal entries each month• Reconciled internal accounts to the General Ledger• Prepared personal property tax listings• Developed fixed asset tracking system, performed onsite audits

Led and oversaw the entire branch operations for a personal finance loan originator and servicer.• Evaluated and closed approved loans• Developed marketing program to solicit new customers throughout the Utah territory • Increased customer base by over 200 active accounts • Improved ledger balance by 24 percent• Led the development and training program for all new personnel• Prepared and processed over 400 credit applications• Promoted to management in less than 90 days

Bs, Business Management - Finance

Education record