Improver

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Nathan McClellan

Nathan McClellan

Executive Leadership | Operations Management | Strategic Planning | Continuous Process Improvement | Customer Experience Expert | Innovation

Salt Lake City Metropolitan Area

Globally experienced senior leader with a 20+ year track record of operational leadership in top companies including American Express. Deeply rooted background in project management, business optimization, and reengineering. Innovative thought leader with highly strategic insight and focused execution. Exceptional people leader with particular emphasis on maximizing human potential and inspiring followership. Skilled at leading complex change processes while enhancing financial performance and efficiency. Key strengths include continuous process improvement and unwavering focus on delivering an extraordinary customer experience.

Specialties:
• Contact Center Operations
• Customer Experience Management
• Business Process Improvement
• Strategic Planning
• Global Operations Management
• Project Management
• Home Based Servicing Transformation
• Change Management
• Business Analysis
• Inspirational Leadership
• Resourceful Innovation
• Influential Communication
• Six Sigma

Two primary passions govern my leadership style. First, I possess an insatiable desire to ensure what I do makes a lasting positive impact on the world (or organization) around me. I prepare extensively through ongoing learning, avid reading, meaningful study, and focused analysis to maximize the potential impact my contributions will make. Second, I see my leadership as an opportunity to inspire others to discover their potential, expand it, and feel motivated to achieve it.

Leadership Skills:
• Influential—compelling thought leadership and strategic insight
• Exceptional communicator—excellent writer, confident and engaging speaker
• Innovative—exceptional vision, inventive and resourceful
• Energetic—motivating to work with, dynamic


Experience:

  • Vice President, Process Excellence and Customer Experience (American Express Global Business Travel)
  • Manager, Global Reengineering Six Sigma (American Express)
  • Finance Manager (Convergys)
  • Director of Operations (Wayfair)
  • Chief Operating Officer (Christopherson Business Travel)
  • Vice President of Operations (Christopherson Business Travel)
  • Director, Service Delivery (American Express)

Skills:

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