Adrian Hutchins

I am a compassionate and solutions-driven Customer Support Specialist with over 15 years of experience in delivering high-quality service in fast-paced environments. My expertise lies in handling complex customer inquiries, troubleshooting system issues, and guiding users through software platforms with patience and clarity. I am skilled in Salesforce, EMR systems, and internal ticketing tools, consistently meeting performance metrics and exceeding customer expectations.

In my current role at Xtend Healthcare, I manage 100–150 inbound customer calls daily, assisting users with account issues, service inquiries, billing questions, and portal troubleshooting. I maintain a 98%+ QA score while exceeding team KPIs in first-contact resolution and customer experience. My commitment to helping others succeed is evident in my approach to clear communication, active listening, and problem-solving that empowers users and strengthens brand trust.

Throughout my career, I have trained new hires on best practices in healthcare call handling and system navigation, drafted knowledge base articles to improve self-service capabilities, and contributed to the implementation of new support tools. I am passionate about continuous improvement and actively participate in feedback loops for software feature rollouts, ensuring that customer pain points are addressed effectively.