- Personal Development and Self-Improvement
- Understanding how things work
- I enjoy helping others and giving back to the community
- Participating in various activities, including fishing, hiking, and guitar playing
Nathan Hawn
Sterling,VA
Summary
Dynamic professional with a proven track record at Lennox International, adept in enhancing customer satisfaction and sales through effective relationship management and upselling techniques. Skilled in cash management and adaptability under pressure, consistently delivering results-driven performance and exceptional customer support. Expertise in understanding customer needs ensures standout achievements in fast-paced environments.
Overview
10
10
years of professional experience
Work History
CSA II
Lennox International
04.2022 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
- Increased sales through effective product recommendations and upselling techniques helping generate a 20% growth in will call sales year over year.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Balanced multiple priorities during peak times while maintaining composure under pressure situations.
- Provided exceptional service to customers by actively listening to their needs and offering personalized solutions.
Dispatch Manager
Cardinal Plumbing Heating & Air
09.2021 - 04.2022
- Enhanced customer satisfaction by addressing issues promptly and providing accurate technician arrival updates.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Reported to management operational activities and maintained current records.
- Improved dispatch efficiency by implementing new scheduling and routing strategies.
- Developed contingency plans for unexpected events, minimizing disruptions to daily operations.
- Managed approximately 40-50 calls per day among technicians and customers, in addition to email and text requests.
CSR
Cardinal Plumbing Heating & Air
04.2021 - 09.2021
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Maintained a strong 90% booking rate while averaging 30-40 calls per day.
Bartender
Red Robin
08.2017 - 04.2021
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Shift Manager/Key Holder
Red Robin
10.2017 - 10.2018
- Trained new employees on company policies, procedures, and job-specific tasks to ensure their success in the role.
- Oversaw cash handling procedures, maintaining accurate records of transactions and preventing discrepancies.
- Delegated tasks effectively among team members based on their strengths and skill sets leading to greater productivity levels.
- Maintained store cleanliness throughout the day to create a welcoming atmosphere for both customers and staff members alike.
- Increased customer satisfaction through attentive service, swift problem resolution, and effective communication.
Server
Red Robin
09.2014 - 08.2017
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Education
High School Diploma -
Herndon High School
Herndon, VA06-2014
Skills
- Results-Driven
- Adaptability Under Pressure
- Consistent Professional Commitment
- Up-selling and Cross-selling
- Account Relationship Management
- Cash Management
- Customer Support Experience
- Product promotion
- Database management
- Understanding customer needs
Interests
Timeline
CSA II
Lennox International
04.2022 - Current
Dispatch Manager
Cardinal Plumbing Heating & Air
09.2021 - 04.2022
CSR
Cardinal Plumbing Heating & Air
04.2021 - 09.2021
Shift Manager/Key Holder
Red Robin
10.2017 - 10.2018
Bartender
Red Robin
08.2017 - 04.2021
Server
Red Robin
09.2014 - 08.2017
High School Diploma -
Herndon High School
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