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Freelancer Overview
NATHAN "BEAR" JENSEN Little Rock, AR | 801.623.2422 | [email protected] Professional Summary Customer support and team leadership professional with 12+ years of experience building, coaching, and leading service teams through organizational change. Proven track record of rebuilding teams from the ground up, designing training programs, implementing process improvements, and driving measurable gains in SLA compliance and client satisfaction. Leads with empathy, coaches with intention, and builds cultures of psychological safety where people do their best work. Skilled at translating complex systems into clear, accessible guidance for both team members and clients. Seeking a people-centered leadership role where service excellence, team development, and operational resilience are valued. Professional Experience Support Team Lead isolved, Inc. (formerly Applicant Pro) April 2024 – March 2026 Inherited a support team reduced from 17 to 4 members during a corporate merger and led the complete rebuild—hiring, onboarding, and developing new team members while maintaining service continuity for existing clients. Designed and implemented a comprehensive multi-week onboarding and training program from scratch, including a custom demo environment, to accelerate new hire readiness and ensure consistent service quality. Drove SLA compliance from near-zero at the start of the year to consistent achievement by year-end through process optimization, workload management, and introduction