Nathan Galovan
Customer Support Vendor Manager @Via
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WORK HISTORY
Customer Support Vendor Manager @Via
New York, NY, US
Led the end-to-end launch of a new customer support BPO partnership, serving as on-site project leadduring go-live to support onboarding, training, and operational readiness• Own the day-to-day vendor relationship, managing performance, communication, and operationalalignment across internal stakeholders and the external support team• Established and tracked core KPIs and SLAs (tickets per hour, average handle time, after call work, CSAT, QA), driving a 4% improvement in CSAT (up to 94%), a 2% increase in QA scores (up to 95%), and a 25% decrease in ACW• Implemented structured weekly and monthly business reviews, using performance data to identifygaps, drive corrective action plans, and improve overall service consistency
EDUCATION
UCLA
Bachelor’s Degree, Film, Television, and Digital Media
SKILLS
ABOUT NATHAN GALOVAN
A complex problem solver and clear communicator. With a background in customer support, live operations, and knowledge management, I have experience working with teams cross-functionally to solve problems at scale in an ever-changing environment. Not afraid to get into the weeds while staying prepared for future problems. I can take the complex and communicate it clearly to all levels from key stakeholders to frontline agents.
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