Kenneth Wilson Email & Phone Number

Sandy, Utah, United States

Salt Lake City Metropolitan Area

In this role, I was responsible for analyzing bugs and other causes of underwhelming player experiences in more than 20 titles to help develop self-service resources for customers, and suggest bug fixes for game developers. In addition, I also evaluated and documented various issues affecting the quality of Netflix service, and collaborated with game developers to prioritize bug fixes.Significant accomplishments include:• Completed thorough analysis of emerging trends through various data sets and visualizations, which helped improve operational efficiency, while subsequently mitigating impact on customers.• Delivered key contributions to the execution of customer service responses for addressing complex service issues and outages on a global scale.• Played an essential role in the modernization of tools and processes for maximizing efficiency and value.• Developed and compiled detailed external-facing help center articles available for use by customers in addressing known errors and unusual behaviors.

Salt Lake City Metropolitan Area

As a Technical Research Analyst, I was tasked with studying the root cause of various problems including incidents of gift card and billing account fraud, streaming and networking issues, and device-level problems in order to formulate recommendations for appropriate remedial actions. Other duties include coordinating help desk issue tickets from the company's 6,000-agent customer service network across more than 20 global locations, and reviewing trends and other factors related to issues with the Netflix ecosystem and affiliated devices, customer experience, and inefficiencies in customer service workflows. In addition, I also managed Inclusion and Diversity groups, along with the Netflix Salt Lake City Extra Life (Children's Miracle Network) fundraising program.Significant accomplishments include:• Overhauled the data collection process from the customer service network to eliminate the necessity for the Tier 3 team to grow in similar pace as the customer service network.• Led the development and implementation of a comprehensive training program for onboarding technical teams in the Netherlands, Philippines, and Brazil.• Cultivated productive working relationships among teams by enabling Product Reliability Engineering and Product Support Operations teams to fully maximize the benefits of data and user insights gathered by Tier 3.• Identified opportunities for continuous improvement in the company's proprietary customer service solutions.• Organized a month-long event for promoting mental health awareness among Netflix and its contractors.• Designated as Mental Health Lead for the company's Employee Resource Group (ERG) in Salt Lake City and UCAN region (US and Canada).• Formulated programs, plans, and event implementation roadmaps in partnership with other ERG's, while supporting world event decompression sessions for Netflix and its contactors.

Salt Lake City Metropolitan Area

As a Technical Support Specialist, I provided assistance to a customer service network comprised of over 6,000 agents across more than 20 international locations. Other duties include investigating critical issues within the Netflix streaming platform, facilitating the development and upkeep of T3 Wiki/Confluence/runbook space, and conducting remote support services and troubleshooting procedures for a wide variety of devices.Significant accomplishments include:• Devised and tested troubleshooting procedures for the resolution of common error codes, which were eventually published in the company's official knowledge base and help center.• Created Jira tickets for tier 3 support team, which proved valuable in resolving platform bugs, and incorporating product improvements.

Orange County, California, United States

As Sales Manager, I was in charge of overseeing operations for enhancing guest and member engagement, attaining sales targets, maximizing new member sales and fitness revenue, and driving member retention. In addition, I took part in the recruitment, hiring, onboarding, and training of highly skilled and service-focused sales staff.

Pleasant Hill, California, United States

At BestBuy, I was responsible for supervising a team of sales specialists in assisting clients with the evaluation, selection, and purchase of various electronics, information technology, and digital communication products. In addition, I was also the geek squad leader for the resolution of various problems related to hardware, software, and malware. Other duties include managing the deployment of key performance indicators (KPI), and facilitating the delivery of training programs for staff.Significant accomplishments include:• Improved sales output upon renewing the Blue Rewards program.• Awarded with a "Renew the Blue" distinction.• Recognized as one of the top 25 performers in the team multiple times.• Won an Employee of the Month award several times, and Employee of the Year once.