Nat Turner Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

Boston, Massachusetts, Us

New York, Us

• Supervised daily operations of in-house and outsourced Concierge teams to establish and executed on weekly, monthly and annual KPIs for the department and individual live chat agent teams• Oversaw ops analysts and team leads in the delivery of SLAs, client specific workflows and policies, agent performance tracking and improvement, and change management• Identified trends in schedule adherence, quality assurance, customer feedback, agent productivity, etc. using internal tooling such as Looker, Excel and Google Sheets, and presented opportunities for greater business efficiency• Cross-functionally partnered with leaders in Training, Quality Assurance, Workforce Management, Client Strategy, IT, Engineering, and Legal to assess operational gaps, benefits and risks of strategies under consideration, and implement countermeasures to improve both client and agent experiences• Authored, maintained, and drove adoption of standard operating procedures (SOPs) which serve as the single source of truth across multidisciplinary teams in areas including incident management, payroll processing, and performance monitoring• Architected and implemented a 6-metric balanced scorecard model to align daily operations with business strategy and to track, measure, and incentivize live chat agent performance• Served as primary lead and point of contact during identification, documentation, and resolution of high severity incidents and facilitated cross-functional partnership to minimize business and client impact• Owned and executed full-cycle, end-to-end payroll functions for a team of 75+ global contractors• Scoped, prioritized, and drove to completion strategic projects and initiatives with varying stakeholders, budgets, levels of effort, and impacts

New York, Us

• Spearheaded recruiting and onboarding strategy and operations for a global team of 100+ live chat customer support agents• Partnered with Training + QA managers, operations leaders, and external recruiting partners to expand our agent team and drive candidate performance and retention in all stages of the contractor lifecycle• Developed predictive modeling tools to forecast candidate performance and consistently achieved monthly hiring targets within a 1% margin• Architected and maintained an internal hiring tracking system and performance dashboard reporting 12+ KPIs across 6 hiring channels• Automated and optimized daily business processes with no-code software tools such as Zapier, Google Workspace, and monday.com• Collaborated with operations leaders, Product, and Client Strategy to establish curriculum requirements and execute ongoing education programs for tenured customer service agents as well as pilot training programs for prospective external recruiting partners• Served as a subject matter expert, key contributor, and change manager during organizational developments such as onboarding of a senior director, contractor pay and team restructuring, outsourced business processes such as recruiting and onboarding, business critical risk identification and incident planning, etc.• Overhauled a legacy onboarding process and implemented a successful group onboarding program for in-house recruits which increased operational output per Training + QA Manager by 50%• Conducted both qualitative and quantitative surveys across the contractor team to gather insight regarding agent satisfaction with our operations and assist leadership in driving successful workforce management and retention• Facilitated cross-functional partnerships with IT and Legal to boost Concierge Operations’ compliance within the greater Attentive organization

London, Gb

• Completed a 3-month technical boot camp focusing on enterprise software development, Java and SQL proficiency, high level industry education, and technical implementation and consulting for Alfa Systems product• Mastered independent study of complex business processes, demonstrated this knowledge to senior team members, and coded the Java integration tests for a brand new product offering• Reviewed master test cases for enterprise business processes, created sequential steps for testing, and documented components needed to code the solution• Diagnosed root causes of a variety of post implementation software defects and lead investigation for backlogged functional and technical issues in areas such as accounting, invoicing and payment, contract rescheduling, account termination, etc.• Maintained thorough and consistent communication across global teams, time zones, and competencies to minimize disruptions in the investigative process and achieve timely, effective solutions for clients• Collaborated in live time with international colleagues and clients to resolve high severity issues (e.g. database failures, incomplete end of day software processes) while ensuring minimal business impact

Bloomington, Indiana, Us

• Prioritized routine and ad hoc clerical functions assigned by 3 managers such as mailing list management, event tracking, data entry, research, etc.• Utilized Microsoft Office proficiency to transform data into insights used by leadership in strategic planning• Produced and managed digital advertising on university marketing platforms to increase presence on campus• Participated in sponsored workshops, leadership retreats, and mentoring relationships for professionaldevelopment• Authored training materials to assist in establishing a formal guidebook for on-boarding future office staff

Chicago, Il, Us

• Researched and developed software requirements for 5 tabs of the internal insurance appeals processing application to ensure business needs are captured by internal engineers and third-party vendors• Improved the speed and efficiency of insurance appeals processing by integrating a legacy application with Salesforce technology• Presented software requirements on biweekly project calls and refined details based on constructive feedback from cross-functional teams of 25+ members• Contributed to 4 full team sprints in the Scrum cycle under the supervision of a senior business analyst• Led a 5-member intern team during the company-wide Intern Innovation Challenge to enhance future intern on boarding with the company