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Nathan DeHaan

Customer & Technical Support · Operations | Troubleshooting · Salesforce · Payments

Chicago, IL(616) 406-9689contact@nathandehaan.com

Professional Summary

Customer-facing support and operations professional with 15+ years at Apple and Tesla. Ran technical support as an Apple Service Manager — diagnosing hardware and software issues and owning escalations end-to-end. At Tesla, used internal diagnostic and CRM systems daily, handled post-delivery payment reconciliation across a high-volume transaction environment, and oversaw $300M+ in annual sales and delivery operations as General Manager, and served as Interim Regional Manager across six locations, including Salesforce CRM management and the launch of 10+ locations across five states. Strong in troubleshooting under high volume, process documentation, and translating technical issues for non-technical audiences; actively building hands-on SQL and API skills. Now focused on customer-facing technical support and payment operations roles at technology and fintech companies in Chicago.

Experience

Store Manager

June 2024 – September 2025

Chicago, IL

  • •Managed full talent lifecycle for North Michigan Avenue store — recruiting, structured competency-based interviewing, onboarding, and performance management — for a team of ~25 associates and managers
  • •Contributed to Chicago market operations as one of seven store managers across a six-store network during an initial unassigned period, supporting cross-store projects and market-wide people initiatives
  • •Applied structured competency-based evaluation frameworks to assess and develop the assistant manager talent pipeline
  • •Owned escalated customer issues and coached the team on consistent, high-quality service under high daily volume

General Manager · Interim Regional Manager · Store Leader

June 2018 – November 2023

AZ · OK · NM · UT

  • •Oversaw $300M+ in annual sales and delivery volume as General Manager, leading combined teams of ~35 across sales, service, and delivery in Utah
  • •Used internal diagnostic and CRM systems daily to monitor vehicle and account status, read diagnostics, and troubleshoot technical issues to resolution
  • •Handled post-delivery payment reconciliation and transaction-discrepancy resolution across a high-volume transaction environment
  • •Queried large customer and vehicle datasets in an internal reporting tool, layering multiple filter conditions to build segmented operational reports
  • •Served as Interim Regional Manager for Arizona, Oklahoma, and New Mexico — managing quota allocation, performance goals, and team structure across 6 locations
  • •Led end-to-end staffing for 5 new location openings across 4 states (15–20 hires per site), coordinating headcount planning, ATS requisitions, and batch hiring with HQ launch teams
  • •Assigned individual and team-level sales quotas across 6 locations; managed Salesforce CRM to track pipeline, forecast volume, and monitor performance
  • •Scaled service team from 6 to 22 employees within 12 months, increasing daily shop throughput by 400%
  • •Reduced market operational headcount by 50% through centralized delivery process redesign while improving customer experience scores by 10%
  • •Drove remote sales operations during COVID-19 using CRM-based outreach and phone/digital channels while maintaining revenue benchmarks
  • •Advanced from Associate Store Manager to General Manager and Interim Regional Manager over 5 years through demonstrated operational and people leadership

General Manager

August 2016 – June 2018

Las Vegas, NV

  • •Opened the new West Elm Las Vegas location — the market's sole full-price store following conversion of the existing Henderson location to an outlet model
  • •Led full recruitment, interviewing, and onboarding for a team of 30+ associates and managers
  • •Managed P&L and day-to-day operations including sales performance, inventory systems, and customer experience

People Manager · Market Recruiting Coordinator · Service Manager · Operations Manager · Technical Specialist

September 2007 – July 2016

Grand Rapids, MI · Chicago, IL · Las Vegas, NV · U.S. & Canada

  • •Earned Apple Certified Mac Technician (ACMT) certification and managed the Genius Bar; was one of the first Family Room Specialists (now Technical Specialist) in Chicago, part of the launch group when Apple created the role — leading hardware/software diagnosis and customer-facing technical support
  • •As Service Manager, owned technical support escalations end-to-end — diagnosing hardware and software issues and coordinating resolution across technical and customer-facing teams
  • •Guided customers through technical troubleshooting at high volume, translating complex issues into clear next steps
  • •Served as Market Recruiting Coordinator for Las Vegas's 4-store market — managing 20–80 concurrent open positions, coordinating hiring batches, and partnering with training teams on onboarding programs
  • •Staffed the full ~60-person opening team for Apple's Las Vegas location, managing end-to-end hiring from sourcing through opening day
  • •Extensively trained in Korn Ferry (Lominger) competency-based interviewing methodology; trained managers across multiple locations on structured behavioral interviewing and candidate evaluation
  • •Contributed key input to Apple's company-wide back-of-house operational standards for Genius Room environments, deployed nationally via the NSO Career Experience program
  • •Participated as NSO Trainer on 4 high-profile location openings: SoHo (New York), Market Mall (Calgary), King of Prussia (PA), and Eton Centre (OH)
  • •Advanced from part-time Sales Specialist to People Manager across 9 years through consistent excellence in operations, talent development, and team leadership

Core Strengths

Apple Certified Mac Technician (ACMT)Technical SupportTroubleshootingRoot Cause AnalysisCustomer SupportEscalation ManagementCustomer ExperienceSQLData AnalysisPaymentsFinancial ServicesTalent AcquisitionWorkforce PlanningSalesforce CRMRevenue OperationsWorkdayKronosSAPKorn Ferry/Lominger InterviewingMulti-Site OperationsNew Location LaunchesPeople OperationsSales EnablementProcess DocumentationRemote Team ManagementTraining & Development