Kenny H.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Kenny H. is a dedicated Customer Support Agent and former Operations Team Leader with extensive experience optimizing workflows and achieving KPIs. He has a strong record in underwriting analysis and administrative operations, emphasizing accuracy in documentation and reporting. Kenny specializes in delivering exceptional customer experiences through active listening and a focus on "First-Call Resolution." His recent role as a Scheduler Specialist at Gastro Center Of Maryland involved coordinating appointments and managing insurance inquiries, utilizing skills like proficiency with the STAR method. At TheGuarantors, he led teams, conducted trainings, and handled client-facing responsibilities, enhancing team efficiency and quality through process improvements. His technical expertise includes tools such as Zendesk, Salesforce, and Microsoft 365. Kenny is continuously advancing his education in Graphic Design and Media Production, as well as Chinese Language Studies.
Experience
Scheduler Specialist
Gastro Center Of Maryland · 2026 — 2026Conducted follow-up calls to confirm appointments and managed schedules for 10 clinics and nearly 20 providers. Engaged with common insurance inquiries to determine patient eligibility for clinic services, while maintaining accuracy and customer satisfaction using the STAR method.Team Leader of Operations
TheGuarantors · 2025 — 2026Oversaw and directed agents to ensure operational accuracy and compliance with KPIs. Led training sessions, performance evaluations, and employee skill development, in addition to managing administrative tasks like attendance tracking and payroll support. Served as the team's representative in client meetings and operational reviews, while implementing workflow enhancements.Customer Success & Intake Specialist
TheGuarantors · 2024 — 2025Executed comprehensive underwriting assessments by analyzing financial and credit information. Provided high-touch support to clients during application processes and managed renewal cycles to ensure client retention. Collaborated with internal teams to resolve complex cases within SLA timelines.Waiter & Cashier
El Pital Restaurant · 2023 — 2023Delivered customer service in a dynamic restaurant setting. Handled cash transactions and performed daily reconciliation, ensuring service efficiency while managing multiple tasks under pressure.
Skills & Expertise
Education
- Chinese Language Studies (In Progress)Academia Europea · 2026 — Present
- Graphic Design and Media Production (In Progress)Universidad Nacional Politécnica · 2025 — Present
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