Nathan Mcfeeters Email & Phone Number

St. Louis, Mo, Us

St Louis, Missouri, United States

Provided first-step escalation support for the Triage team and acted as a resource for technical issues.Became a subject matter expert for various parts of the Tax instance.Designed and built new processes and systems to support users.Created documentation for new and existing systems.Participated in weekly on-call rotation.

St Louis, Missouri, United States

Acted as the frontline of the Biztech team, resolving user issues and ensuring requests contained appropriate requirements.Identified and diagnosed issues as they arose, then communicated across multiple teams to ensure all stakeholders were informed.Built new features and fixed bugs for internal customers within the Salesforce platform.Took the deployment of a new internal process throughout the entire project lifecycle, from investigation and requirements gathering to building and deployment.

Greater St. Louis Area

As a senior member of the Resolution Desk team, I have lead several teams of my peers to accomplish numerous OKRs above and beyond our usual duties. These include:Providing feedback and coaching to peers to highlight strengths and opportunities.Analyzing KPIs and reviewing cases to provide performance feedback and coaching resources to leadership.Reviewing problem cases to identify pain points and update workflows to improve clarity.In the course of my usual duties, I have:Provided second level support and solutions to advocates and customers Coached advocates in real time to improve performance and adherence to policy Consistently surpassed goals for efficiency and advocate satisfaction Embodied a Can-do attitude and encouraged advocates to do the same Developed a deep understanding of Cash and the intricacies of its operation

Wrote clear, concise customer-facing content that fit Cash’s voiceEstablished new and revised existing support workflowsBuilt out Salesforce Knowledge base of 400+ articles Managed a project to test drive a proprietary change management platform Collaborated across team lines to support company-wide launches and initiatives Leveraged multiple feedback channels to improve content quality and find gaps in the knowledge base

Greater St. Louis Area

Used CRM tools to maintain and build customer relationships Communicated clearly and effectively with a wide customer base Exceeded efficiency metrics while providing a great experience Assisted with training and onboarding for dozens of new hires Created and sent content to thousands of customers at a time with targeted resolves Analyzed aggregate customer data and made changes to improve customer experience

Rolla, Missouri

Providing an excellent experience for customers and creating complete, personalized solutions. Providing end-user support for all products offered by AT&T.Meeting sales goals in a competitive, commission-driven environment.

Rolla

Making more happen by ensuring that customers always have the best possible solution.Performing repairs and diagnostics on customer devices.Providing skilled assistance with technology-related problems.

Unloaded general merchandise trucks.Performed customer service duties.Processed newly delivered merchandise.Entered and removed items from the Inventory Management System.

Performed dish washing and sanitation duties.Organized supplies as they were delivered.Assisted in food preparation and delivery.

Reviewed and corrected class assignments and exams.Distributed paperwork and information.Converted class materials and coursework to digital formats.

B.S, Computer Science, Senior

Honors Diploma, General Education

Activities and Societies: National Beta Club, Future Farmers of America, Scholar Bowl Team