Open to opportunities

Ken Kallon

@kenkallon

Customer support associate at Freddie Mac who resolved customer issues and maintained accurate CRM records.

At Freddie Mac, I handled customer inquiries, resolved issues, and maintained accurate records in CRM systems. I also shared customer feedback with supervisors to help improve service processes.

At Northrop Grumman, I supported internal and external users with enterprise applications, accounts, system access, and service requests. I troubleshot issues, documented resolutions, and escalated complex incidents to technical teams.

At VERIZON WIRELESS, I assisted customers with wireless services, billing, devices, and account management. I also supported service activations and troubleshooting for mobile devices.

My background includes customer support across phone, email, in-person, and ticketing channels, along with CRM platforms including Salesforce, Zendesk, and HubSpot. I hold a HIPAA Compliance Certification and Certified Scrum Master credential.

Experience

Work history, roles, and key accomplishments

Customer Service Officer

Freddie Mac

Feb 2023 - May 2026 (3 years 3 months)

Provided day-to-day support to customers by handling inquiries, resolving issues, and ensuring a positive service experience. Maintained accurate customer records and updates within CRM systems to ensure proper tracking of inquiries and resolutions.

CRM Customer Service Communication Skills Problem Solving Teamwork

Customer Service Representative II

Northrop Grumman

May 2019 - Feb 2023 (3 years 9 months)

Served as the primary point of contact for internal and external users, managing high-volume inquiries via phone, email, and ticketing systems. Resolved technical and service-related issues through troubleshooting, root cause analysis, and collaboration with cross-functional teams.

CRM Ticketing Systems Troubleshooting Root Cause Analysis SLA Management Communication Skills

Customer Service Representative

Verizon Wireless

Dec 2016 - May 2019 (2 years 5 months)

Served as a primary point of contact for customers, handling a high volume of inquiries via phone and in person regarding wireless services, billing, devices, and account management. Managed customer complaints and escalated complex issues when necessary, utilizing active listening, empathy, and de-escalation techniques to achieve positive outcomes.

CRM Customer Service Billing Troubleshooting Communication Skills De escalation Sales