Andrew Kinzer
Saint Joseph
Summary
CX Voice Associate Support Consultant at Capital One with a proven track record in streamlining support processes and enhancing customer satisfaction. Skilled in Google Workspace and cross-functional coordination, I excel in fast-paced environments, coaching agents to achieve optimal resolutions while fostering a collaborative team atmosphere.
Overview
5
5
years of professional experience
Work History
CX Voice Associate Support Consultant
Capital One
07.2022 - Current
- Streamlined support processes, resulting in faster resolution times for client concerns.
- Provided exemplary communication throughout the entire support process, ensuring agent provides optimal resolutions to customer concerns.
- Coach agents with finding solutions to problems both simple and complex in a timely manner
- Quickly and efficiently become a subject matter expert on all changes made across CX Voice in order to assist agents on demand
- Work alongside a small team to handle Nesting sessions for agents that are new-to-role in CX Voice, leading over half a dozen classes in 2024
CX Voice Net Promoter
Capital One
07.2021 - 08.2022
- Document Complaints and reach resolutions customer find satisfactory in real time
- Enhanced customer experience with exceptional communication skills and friendly demeanor.
CX Voice Acquirer
Capital One
04.2020 - 07.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Bachelor of Arts - Theatrical Tech & Design
Saint Cloud State University
Saint Cloud, MN01-2017
Skills
- Proficiency with Google Workspace
- Cross-functional coordination
- Customer service experience
- Consistent AHT achievement across roles
- Over three years of stage management experience
- Member of several test pilots, including Quality Call Flow, Digital Name Change Program, and EASE-Only Exit test
- Adjunct Facilitator Certified
Timeline
CX Voice Associate Support Consultant
Capital One
07.2022 - Current
CX Voice Net Promoter
Capital One
07.2021 - 08.2022
CX Voice Acquirer
Capital One
04.2020 - 07.2021
Bachelor of Arts - Theatrical Tech & Design
Saint Cloud State University
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