Open To Work
NATHANIEL CARLSON
St Louis
Summary
Dynamic Customer Success Manager with a proven track record at Block Inc., driving a 650% growth in the organization. Skilled in project management, skill and team building. Excels in enhancing performance metrics and fostering cross-functional collaboration. Passionate about employee training and committed to delivering exceptional customer experiences. Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
2018
2018
years of professional experience
Work History
Resolution Desk
Square Inc
St. Louis
02.2016 - 02.2018
- Project managed the rollout of Manager Escalation Revamp - Q2 Direct Support Square
- Served as knowledge resource for policies, procedures, and product/hardware, supporting manager escalations and repairing seller relationships (CSAT loop) using tools like Olark, Wiki, Chase Paymentech, TLOxp.
- Created and maintained weekly team schedules in Google Sheets, focusing on chats, manager escalations, and closing CSAT loop for Q3 Direct Support Square.
- Work closely with Learning & Development to facilitate NHT for introduction to Resolution Desk
- Conducted interviews and trained new hires to enhance RD Career Experience.
Assistant Store Manager; New Employee Retail Trainer
Best Buy
Brentwood
11.2014 - 02.2017
- Trained all new employees in the Connections Department, enhancing onboarding process and team readiness.
- Consistently met sales targets month over month for mobile phones by using tools such as BEAST and Core Blue and scheduling team based off of business needs and YOY data.
- Coordinated quarterly rollouts of new products, facilitating seamless updates and achieving target goals.
- Handled cash transactions and provided customer service as key holder, ensuring positive customer experiences.
Customer Success Manager
Square Inc
St. Louis
02.2018 - 2026
- Interview and hire internal and external candidates for a variety of positions within Customer Success, growing the org 650% over 10 years' tenure.
- Lead a team of 10-25 direct reports to maintain 90% Phone CSAT, 90% Adherence, and 85% Quality Assurance Scores and maintained accountability using the guidelines outlined by the Customer Success Organization
- Collaborated cross-functionally with HR to create and update Customer Success Guidelines, ensuring alignment with organizational standards.
- Analyzed data to demonstrate contributions to overall KPIs, consistently exceeding company goals.
- Pull data and documentation of customer interactions with our employees for investigations with Legal and HR teams
- Collaborated with the Analytics team to provide feedback and raise data concerns through deep analysis.
- Reviewed flagged phone, messaging, and email interactions as Direct Responsible Individual of Abusive Interaction Reviews; determined appropriateness of permanent disabling of customer codes and coordinated with Legal, Compliance, and Communications to deactivate accounts for egregious behavior.
- DRI of POS Sidekick program: Lead a successful rebranding and project management of the program by working cross-functionally with the L&D team and key approvers.
Store Manager
Starbucks
Olivette
2012 - 2014
- Maintained 20% growth in store volume YoY.
- Oversaw workforce management, including hiring and terminating staff.
- Guided employees in career development, fostering progression to Floor Leads and Store Managers.
- Facilitated training to all incoming employees to ensure a consistent onboarding experience.
- Coordinated cash counter operations as key holder, ensuring accuracy and security.
Education
Bachelor of Fine Arts - Acting
Lindenwood University
Saint Charles, MOSkills
- Interviewing
- Human Resources
- Employee training
- Team building
- Project Management
- Project documentation
- Salesforce
- SmartRecruiters
- Greenhouse
- Workday
- Data analysis
- Looker
- G-Suite
- Detail Oriented
- Verbal communication
- Performance metrics tracking
- Regulator
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeLocation Preference
RemoteHybridSalary Range
$50000/yr - $200000/yrTimeline
Customer Success Manager
Square Inc
02.2018 - 2026
Resolution Desk
Square Inc
02.2016 - 02.2018
Assistant Store Manager; New Employee Retail Trainer
Best Buy
11.2014 - 02.2017
Store Manager
Starbucks
2012 - 2014
Bachelor of Fine Arts - Acting
Lindenwood University