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Anthony K. — Senior Business and Customer Experience Consultant from United States

Anthony K.

Senior Business and Customer Experience Consultant

United States 3-6 years
Open to offersNew to Platform
Languages
English
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About

Tony K. is a seasoned Business Analyst, consultant, and Customer Support/Experience Manager with over 40 years of experience in technology and operations. Renowned for his ability to translate complex systems into clear, actionable processes and narratives, Tony has significantly contributed to enterprise customer support and business process optimization. At OptumInsight, he led global customer support initiatives, improving customer experience and optimizing defect management for SaaS healthcare systems. As a partner at RootMode Consulting, he delivered Salesforce solutions, serving industries such as nutraceuticals and telecommunications. His freelance expertise extends to crafting immersive narratives and technical writing, with published works in tabletop games and narrative design. Tony's analytical rigor and polished communication are underscored by his Salesforce administration, data analysis, and customer feedback evaluation proficiencies.

Experience

  • Business Analyst & Consultant

    Tony Kenealy, Business Analyst Services · 2025 — Present
    Offer remote contract services focusing on customer support and enhancement of customer experience through business process mapping, SOP development, KPI performance metric analysis, and customer feedback analysis including NPS and trend reporting.

  • Salesforce Business Consultant

    RootMode Consulting · 2022 — 2025
    Provided Salesforce administration and troubleshooting services while implementing automation solutions for clients in nutraceutical, food distribution, and telecommunications sectors. Functioned as a key analyst to convert business requirements into scalable Salesforce solutions.

  • Senior Manager, Customer Support

    OptumInsight (formerly Optum360) · 2014 — 2022
    Oversaw multiple global customer support teams that offered escalated support for SaaS healthcare systems. Initiated company-wide projects to restructure customer support operations aimed at improving customer experience. Evaluated defect management processes and standardized workflows across various products, while also performing root cause analyses to present findings to senior leadership.

  • Deployment Services Manager (Configuration Management, Installations and Customer Support) / Technical Lead / Systems Analyst

    MIRO Technologies · 1997 — 2014
    Directed global operations within Deployment Services, Configuration Management, and Technical Support departments. Responsible for coordinating worldwide software releases and customer installations while managing configuration through the complete SDLC for aviation maintenance products. Created and updated technical documentation and procedural manuals.

  • Analyst Programmer / Systems Developer

    Various Companies in the UK · 1983 — 1997
    Held progressive roles in the analysis, design, development, and support of enterprise systems, which included leading development teams, system integration efforts, and ensuring production readiness.