GERALD B. NAHILL
gnahill@yahoo.comPottstown, PA
(610) 342-7830
CUSTOMER EXPERIENCE MANAGEMENT / GENERALIST
Customer service management professional with demonstrated experience providing customer solution center operations support in the information technology and services industry. Adept at technical resolution delivery, program management and escalation management. Proven ability managing operations, improving processes, and leading projects. Adept building cohesive teams that deliver strong problem-solving skills and customer retention in fast-paced, high-pressure environments. Core competencies include:
Call Center Manager | Customer Experience | Invoicing | Customer Retention |
Strategic Planning | Administration | Customer Relationship Management | Process Improvement
Salesforce.com | Hub Spot | AWS | MS Office Suite
WORK EXPERIENCE
SUPPLY FORCE, King of Prussia, PA 2022-2023
Industrial supply vendor.
Customer Service (2022-2023)
Order facilitation and management, rate and inventory updates, contract updates.
Case worker serving as daily point of contact for warehouse managers and vendor representatives, as well as internal sales and contract personnel.
IRON MOUNTAIN, Royersford, PA 2004 – 2021
American enterprise information management services company.
Customer Loyalty and Support (2015 – 2021)
Served as primary point of contact for account closure requests.
Performed rate negotiations, invoice preparation, and implementation of inventory withdrawals or destructions.
Preferred Client Services (2010 – 2015)
Acted as primary service contact for assigned high-revenue customers.
Provided issue resolution, custom reporting, billing, contract/rate maintenance, inventory maintenance, high-level oversight of shred and other special projects.
Enhanced the customer experience by working directly with field operations group to report on team performance and issue resolution.
Collaborated with all levels of Iron Mountain Account Management and Sales on initiatives and projects designed to grow existing business relationships.
ADDITIONAL RELEVANT EXPERIENCE
IRON MOUNTAIN, Multiple Locations in PA
Operations Supervisor (2004-2009)
Served as department head, leading a high-volume customer service call center/data entry team. Managed two supervisory units.
Managed quality control, production, adherence and training in a fast-paced, quality-driven environment.
MILITARY EXPERIENCE
UNITED STATES ARMY Honorable Discharge
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