Quentin Kuczynski
Atlanta,GA
Summary
Customer Support Expert with over 24 years of experience delivering high-quality client support within the Insurance and Technology sectors. I specialize in Phone Support, Email Support, and Live Chat environments with a relentless focus on Issue Resolution and Customer Experience. Proven track record of guiding clients through complex insurance benefits and consistently exceeding KPI targets in fast-paced startup and enterprise settings.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Calculate Hire/Cigna-HealthSpring
01.2025 - 01.2026
- Support 60+ daily calls regarding Medicare insurance plans to ensure a seamless customer journey and high service coverage.
- Guide clients in selecting Medicare insurance plans by explaining complex client benefits and ensuring documentation accuracy.
- Update and create learning programs for team members to improve department-wide issue resolution protocols.
- Collect and maintain data for Quality Assessments, consistently earning a 900+ score per month for high-quality client interaction.
- Manage team building projects to foster a collaborative culture focused on consistent customer experience delivery.
Truck driver
Coca-Cola United
11.2022 - 05.2025
- Building trust and clear communication between clients and Coca-Cola United
- Consistently providing value through products and services and support ensuring that the client feels they benefit from the relationship.
- Made clear proactive engagement by anticipating client needs and addressing issues before they escalate.
- Responsible for holding fiduciary responsibility by collecting funds on behalf of Coca-Cola United
- Maintained transparency and honesty by being open and honest with all relevant information
- Managed assets and interest with a professional level of care and responsibility
Call center Agent
Genpact
04.2022 - 11.2022
- Received 60+ inbound calls per day with his stressed clients.
- Mastered ServiceNow and Salesforce data entry systems.
- Maintained a 95% Quality Assessment score per call.
- Guided agent and client relationship to meet 102% satisfactory rate.
Accenture | VDart Contract
State of Massachusetts
11.2021 - 04.2022
- Developed and implemented incoming call center scripts to guide training for new agents on issue resolution.
- Supported 50+ inbound and outbound calls daily, ensuring high-quality client guidance regarding state health benefits.
- Updated training procedures for new agents, focusing on customer experience standards and script adherence.
- Maintained a 90% quality assessment score through meticulous documentation and professional phone support.
Accenture | VDart Contract
State of Michigan
01.2020 - 11.2021
- Guided 3 waves of 35 new project associates through comprehensive training on system updates and client support.
- Resolved client inquiries through live chat support and professional written communication.
- Supported internal tech initiatives as a Call Center Tech before being promoted to Call Center Coach for excellence in issue resolution.
Zoom Administrator
Steal Magnolia Group
01.2018 - 01.2019
- Supported and managed an award-winning conference for 573 members, overseeing all technical aspects of the customer journey.
- Resolved technical issues as the primary Tech Support lead for the 77th National Convention of American Indians.
- Updated technical rehearsal processes for conference presenters to ensure seamless live events.
- Managed and hosted large-scale Zoom meetings, focusing on participant engagement and high-quality interaction.
Independent Insurance Adjuster
Independent Insurance Adjuster
12.2000 - 09.2012
- Resolved complex insurance claims by collaborating with management to achieve a 100% closing ratio.
- Guided clients through the insurance journey, enhancing customer experience during critical health events.
Education
Rare Disease Research Contributor
Cincinnati Hospital; HLH Center for Excellence04-2026
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IT Technical Support Specialist
TechBridge, Inc., AtlantaSkills
- Customer Support & Experience: Customer Support, Phone Support, Email Support, Live Chat, Issue Resolution, Customer Experience, Client Guidance, De-escalation
- Insurance & Platforms: Insurance Benefits, Medicare Plans, Salesforce Super User, CRM, ServiceNow, Zoom Administration, Microsoft & Google Suite
- Methodologies & Technical Skills: Documentation, KPI Management, IT Technical Support, HTML, CSS, JavaScript, Bootstrap, jQuery
Accomplishments
- Influenced organizations vision and counseled 1000's of participants.
- Proven Expert in de-escalating participant demanding concerns and complaints.
- Promoted to Assistant Team lead after just 2 months on the job at Michigan Unemployment project during Covid.
- Mastered ServiceNow and SalesForce data entry systems.
- Trained new coming agent and maintained a 102% satisfactory rate from clients.
Certification
- ITIL V4 - AXELOS
- Certified Call Center Support
Timeline
Calculate Hire/Cigna-HealthSpring
01.2025 - 01.2026
Truck driver
Coca-Cola United
11.2022 - 05.2025
Call center Agent
Genpact
04.2022 - 11.2022
Accenture | VDart Contract
11.2021 - 04.2022
Accenture | VDart Contract
01.2020 - 11.2021
Zoom Administrator
Steal Magnolia Group
01.2018 - 01.2019
Independent Insurance Adjuster
Independent Insurance Adjuster
12.2000 - 09.2012
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IT Technical Support Specialist
Rare Disease Research Contributor