Nathan Linson Email & Phone Number

I provide innovative strategies to elevate customer service, streamline solutions, reduce operational costs, and increase revenue. As a Strategic Operations Manager, some of the significant results I have been able to produce were:- Achieved a 99% success rate in meeting Service Level Agreements (SLAs) for a call center that handles an average of 2,500 calls per month.- Implemented elevated customer satisfaction levels, resulting in expanded business opportunities and client retention. Our Net Performance Score (NPS) improved from good to excellent over a 5-year period, from below 50 to 60+.- Implemented strategies to manage agent time, minimizing overtime expenses while staying within the client's budgetary constraints to meet revenue goals. Consistently met quarterly revenue goals by 80%.- Decreased incomplete data fields by agents from 25% to 10% in two areas of the customer management system, improving data integrity. Key professional skills that I possess are:- Operations & Project Management- Team Management & Development- Assess Client Needs & Provide Solutions- Develop Operating Procedures (SOPs)- Continuous Process Improvement- Meet Revenue & SLA Targets Consistently- Assess Client Needs & Provide Solutions

• 

  Account Manager

  Dialog Direct

  May 2011 - Present

  During this role I have accomplished the following;Identified opportunities for stream lining an escalation process to more effectively assist customers with more complex issues