Summary
Overview
Work History
Education
Skills
Timeline
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Kesean Hutchinson

Huntersville,NC

Summary

Results-driven Customer Support Specialist with a strong record of delivering remote assistance that enhances customer retention and satisfaction. Expert at resolving inquiries swiftly through effective communication, problem analysis, and CRM management. Recognized for building meaningful client relationships, boosting first-contact resolution rates, and driving process improvements. Focused on achieving service excellence and contributing to organizational success through proactive support and innovation.

Overview

9
9
years of professional experience

Work History

Client Service Specialist— Supervisor

Kelly Services
10.2022 - Current
  • Provide exceptional customer support by resolving inquiries and issues through phone, email, and live chat, ensuring a high level of client satisfaction.
  • Efficiently manage customer accounts by processing orders, updating account information, and tracking service requests, maintaining accurate records in the CRM system.
  • Collaborate with cross-functional teams including sales, technical support, and billing to ensure seamless client experiences and timely issue resolution.
  • Build and maintain strong client relationships by proactively addressing customer needs, offering solutions, and following up on feedback to enhance service quality.
  • Analyze customer feedback to identify trends, suggesting improvements to products, services, and support processes to enhance overall client satisfaction.
  • Led weekly team meetings to communicate updates, address concerns, and provide ongoing training opportunities.
  • Created performance reports for senior management detailing key metrics, trends, and recommendations for process improvements.

Customer Support Specialist 

UBreakiFix
06.2020 - 10.2022
  • Monitor and prioritize customer requests to ensure timely resolution, balancing multiple cases and maintaining high service standards in a fast-paced environment.
  • Educate customers on product features and services, helping them maximize their use of offerings while identifying opportunities for upselling.
  • Maintain detailed and accurate records of customer interactions, transactions, and feedback in the CRM system to ensure seamless follow-up and support continuity.
  • Diagnosed and repaired various hardware and software issues on smartphones, including screen replacements, battery replacements, and water damage repairs.
  • Provide technical and product support by troubleshooting problems, guiding customers through step-by-step solutions, and escalating complex cases when needed.
  • Respond promptly to customer inquiries via phone, email, and chat, delivering accurate information and solutions to resolve issues effectively.

Customer Service Representative

Samsung Electronics
03.2016 - 06.2020
  • Collaborated with remote teams across different departments to address customer needs, share feedback, and improve service processes.
  • Manage multiple customer accounts, updating information, processing orders, and tracking service requests using CRM tools to ensure data accuracy and efficiency.
  • Educate customers on product features and services, providing detailed explanations and support to help customers navigate and maximize their experience.
  • Installed, configured, and maintained software applications on customer devices remotely or onsite as required.
  • Resolve customer complaints by identifying problems, troubleshooting solutions, and guiding customers through corrective actions while maintaining a calm and empathetic demeanor.
  • Handle customer inquiries and issues via phone, email, and chat, providing prompt and professional assistance to ensure customer satisfaction.

Education

Clinical Psychology -

Georgia State University
Atlanta, GA
04.2022

Skills

  • Call Documentation
  • Customer Service Skills
  • Data Entry Software: [eg, Microsoft Excel, Google Sheets, QuickBooks]
  • Database Management: [eg, SQL, CRM systems]
  • Remote Work Collaboration Tools (Slack, Zoom, etc)
  • Attention to Detail
  • Time Management
  • CRM
  • Conflict resolution
  • Order and Refund Processing
  • Communication Skills
  • Problem-Solving
  • Escalation Management
  • Customer Retention
  • Data Analysis
  • Troubleshooting and Diagnostics
  • Claims Processing
  • Product Knowledge

Timeline

Client Service Specialist— Supervisor

Kelly Services
10.2022 - Current

Customer Support Specialist 

UBreakiFix
06.2020 - 10.2022

Customer Service Representative

Samsung Electronics
03.2016 - 06.2020

Clinical Psychology -

Georgia State University

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Kesean Hutchinson