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.
• 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.
• 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.

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.
• 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.
• 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.