Glenn Kitchens
Jacksonville,FL
Summary
Forward-thinking Operations Specialist with over 15 years of expertise in customer service and Executive Escalations within customer-facing and B2C sector businesses. Strong desire to expand knowledge and enhance interpersonal and leadership skills. Cultivates rapport with individuals to optimize project goals and output, resolving complex problems, and delivers innovative improvement strategies. Highly proficient in Jira, Workday, Pega, Service Now, and adept at quickly learning proprietary CRMs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Executive Escalations Specialist
Newfold Digital
Jacksonville, USA
01.2020 - Current
- Company Overview: formerly Web.com
- Responsibilities include fielding complaints given to the company’s executives (CEO, CFO, etc.), contacting the customers regarding such, and troubleshooting a resolution, up to 7 days a week
- Resolution tracking in Service Now and either resolved by my skills or delegated to supporting teams that I maintain and coordinate with
- Once resolved, provide detailed Root Cause Analysis (RCA) reports on the cause and resolution
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
- Collected, arranged, and inputted information into a database system.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
Alternate Path Escalations Specialist
Web.com
Jacksonville, USA
09.2019 - 01.2020
- Responsibilities include troubleshooting domain, email, and hosting-related errors in the back end to avoid such complaints from moving to the Executive Escalations Team, and/or the company executives themselves, all within a 2-day SLA
Modifications Specialist
Web.com
Jacksonville, USA
07.2016 - 09.2019
- My responsibilities included performing customer-facing changes to the client’s website using proprietary CMS tools and Adobe design software Photoshop, marketing strategies with clients over their website design and SEO goals, SEO Audits, Billing Support (some collections), and some light sales
Education
Bachelors of Science - Web Game Programming
DeVry
01.2017
Associates of Science - Web Page, Digital/Multimedia, and Information Resources Design
DeVry
01.2015
Skills
- Escalation Management
- Technical Support
- Traction
- Customer Support
- Excellent Interpersonal Skills
- Customer Relationships
- Process Improvement
- Pattern Recognition
- Documentation management
- Root-Cause Analysis
Certification
LINKEDIN LEARNING CERTIFICATES
- IT Service Management Foundations: Problem Management
- Skills for Inclusive Conversations
- Inclusive Mindset for Committed Allies
- Diversity, Inclusion, and Belonging
- Difficult Conversations: Talking about Race at Work
- Confronting Bias: Thriving Across Our Differences
Timeline
Executive Escalations Specialist
Newfold Digital
01.2020 - Current
Alternate Path Escalations Specialist
Web.com
09.2019 - 01.2020
Modifications Specialist
Web.com
07.2016 - 09.2019
Bachelors of Science - Web Game Programming
DeVry
Associates of Science - Web Page, Digital/Multimedia, and Information Resources Design
DeVry
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