Customer Support Experience

KENNETH HUTCHINSON

CUSTOMER SUPPORT

Empathetic and solutions-driven customer support professional with 5+ years of experience delivering high-quality service in fast-paced environments. Skilled in resolving complex customer issues, managing high-volume inquiries, and using CRM tools to enhance customer satisfaction. Committed to building strong relationships, driving customer loyalty, and continuously improving customer experience. SKILLS

Customer Relationship

Management (CRM)

Conflict Resolution &

De-escalation

Live Chat, Phone &

Email Support

Knowledge Base & Help Center

Maintenance

Technical Troubleshooting

Zendesk, Salesforce, Jira

Multitasking & Prioritization

Communication

CONTACT

New York, NY

917-***-****

*************@*****.***

linkedin.com/in/kennethhutchinson-

749941162

EXPERIENCE

CUSTOMER SUPPORT AGENT-EASE 2022-ACTIVE

Provide technical support to brokers and system administrators by troubleshooting B2B SaaS platform issues, including connection problems and error resolution. Guide users through diagnostic steps, offering training to empower self-resolution of recurring issues. Manage active call queues, support tickets, and casework while maintaining consistent communication and follow- through. Facilitate onboarding and training for new support agents, covering company protocols and essential tools such as Slack, AWS, Excel, and internal ticketing and communication systems.

CUSTOMER EXPERIENCE AGENT-CAPSULE

PHARMACY

2021-2022

Provide front-line support to customers by troubleshooting mobile app issues, resolving login problems, and facilitating order placement. Address and de-escalate customer complaints with empathy and efficiency. Act as a liaison between medical doctors and the pharmacy team, ensuring timely communication while upholding compliance standards. Process medication requests from healthcare providers and resolve insurance-related inquiries and disputes. Consistently rank in the top performance tier for both resolution volume and Net Promoter Score (NPS). Mentor and train new team members on company best practices and tools including Slack, AWS, and the internal ticketing system. BAKERY SUPERVISOR-WHOLE FOODS 2018-2021

Supervised daily operations of the bakery department, ensuring completion of all closing procedures, effective shift scheduling, and timely resolution of customer escalations and concerns. Maintained a high standard of customer service by assisting patrons directly and supporting team members as needed. Performed core departmental tasks, including workspace organization and cleanliness, to uphold operational efficiency and store presentation standards.

Contact this candidate