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KINNYETTA NELSON

@kinnyettanelson

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Customer Success & Technical Support leader driving SLA performance, CSAT, and faster resolutions in SaaS.

United States

Message

What I'm looking for

I’m looking for a SaaS CX role where I can lead Tier 2 support escalations, protect SLA performance, and drive CSAT through proactive troubleshooting, root cause analysis, and process improvements.

I’m a Customer Success and Technical Support leader with 15+ years of experience in SaaS, fintech, and e-commerce environments. I specialize in troubleshooting, root cause analysis, and delivering high-impact customer experiences while maintaining 95%+ CSAT in high-volume support.

Over my roles at StubHub, FanDuel, Square, and GEICO, I’ve improved first-contact resolution by 25%, reduced escalations by up to 30%, and led teams to exceed KPIs by 15%. I bring strong Tier 1–2 technical support capability, proactive issue resolution, and cross-functional collaboration to consistently meet SLA targets and increase operational efficiency by 20% through process improvements.

Experience

Work history, roles, and key accomplishments

Current

Fulfillment Specialist

Current

StubHub

Jan 2025 - Present (1 year 4 months)

Maintained 95%+ CSAT in high-volume SaaS support while resolving technical issues and meeting strict SLA targets. Reduced repeat contacts through efficient troubleshooting and proactive customer support.

SLA Management Technical Support Zendesk Root Cause Analysis Troubleshooting

Customer Support Agent

FanDuel

Jan 2023 - Jan 2025 (2 years)

Managed 100+ daily support tickets in Zendesk and increased first-contact resolution by 25%. Reduced escalations using trend analysis and proactive issue resolution.

Customer Support Zendesk First Contact Resolutions Trend Analysis Escalations Troubleshooting Customer Experience (CX)

E-commerce Success Advocate

Square

Jan 2021 - Jan 2023 (2 years)

Improved merchant uptime by 20% by supporting API integrations and backend systems. Partnered with engineering to resolve escalations and support reliable customer outcomes.

Backend Systems Merchant Uptime Monitoring Escalations Root Cause Analysis Technical Support Cross Functional Collaboration SAAS Customer Support

Customer Service Supervisor

GEICO

Jan 2018 - Jan 2019 (1 year)

Led a customer service team to exceed KPIs by 15% through coaching focused on CX and performance. Managed escalations and improved service delivery across support operations.

Team Leadership KPIs Customer Service Coaching Escalation Management Customer Experience (CX)Process Improvement Service Delivery