Summary
Overview
Work History
Education
Skills
Timeline
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Kenneth Baidoo

BORDENTOWN,NJ

Summary

Dynamic customer service professional with a proven track record at Peloton, excelling in technical troubleshooting and data analysis. Adept at resolving complex inquiries and enhancing customer satisfaction through effective communication and follow-up strategies. Recognized for maintaining meticulous records and adapting quickly to evolving product knowledge.

Overview

9
9
years of professional experience

Work History

Online Chat & Email Support Agent

Peloton
, NY
08.2024 - 04.2025
  • Resolved over 95% of customer inquiries on first contact, ensuring clarity and satisfaction with the provided solutions.
  • Followed up with over 100 customers monthly post-resolution, contributing to a 15% increase in customer satisfaction scores.
  • Interpreted customer needs to deliver efficient and appropriate resolutions, reducing average handling time by 20%.
  • Maintained accurate records of all customer interactions, documenting solutions, and reducing repeat inquiries by 18%.
  • Analyzed customer feedback trends to identify common issues, leading to a 10% improvement in process efficiency and FAQ updates.

Customer Service Representative (Remote)

United Way Of The Greater Mercer County
Hamilton Square, NJ
03.2020 - 04.2022
  • Conducted regular follow-up calls with customers after resolving their issues, reducing repeat complaints by 20%, and increasing customer retention.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Tracked over 150 orders weekly from initiation to delivery, ensuring 98% on-time fulfillment.
  • Performed administrative tasks such as filing paperwork, updating databases, and generating reports, improving team efficiency by 15% through streamlined documentation.
  • Maintained a high level of professionalism when handling difficult customers, leading to a conflict resolution rate of over 92%.
  • Provided exceptional customer service across email and chat platforms, achieving a 95% customer satisfaction score (CSAT).

Freelance Email & Chat Support Specialist

Ecobank
Accra, Accra
06.2016 - 07.2019
  • Resolved technical issues for over 80 customers weekly across various products and services via live chat, maintaining a 98% resolution rate.
  • Logged and maintained accurate records of customer interactions and transactions in CRM systems, contributing to a 25% faster resolution time for future inquiries.
  • Regularly updated the internal knowledge base to reflect new features, bugs, and FAQs, reducing agent onboarding time by 30%.
  • Handled challenging customer situations with professionalism and compliance, achieving a 90 %+ customer satisfaction score, even in escalated cases.
  • Provided live chat support for technical troubleshooting across a wide product range, reducing ticket escalation by 22% through effective first-level resolution.

Education

Bachelor of Science -

New Jersey Institute of Technology
Newark, NJ
05-2024

Computer Information Systems

Mercer County Community College
Trenton, NJ
05-2021

Master of Science -

New Jersey Institute of Technology
Newark, NJ

Skills

  • Customer service and support
  • Technical troubleshooting
  • Data analysis and record keeping
  • Knowledge base management
  • Order tracking and management
  • Problem solving and conflict resolution
  • Product knowledge and adaptability
  • Time management skills
  • Team collaboration and communication
  • Attention to detail in documentation
  • Social media and live chat support
  • Complaint handling strategies
  • CRM software proficiency
  • Client follow-up and ticket management

Timeline

Online Chat & Email Support Agent

Peloton
08.2024 - 04.2025

Customer Service Representative (Remote)

United Way Of The Greater Mercer County
03.2020 - 04.2022

Freelance Email & Chat Support Specialist

Ecobank
06.2016 - 07.2019

Bachelor of Science -

New Jersey Institute of Technology

Computer Information Systems

Mercer County Community College

Master of Science -

New Jersey Institute of Technology

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