Shamya Hutchinson
@shamyahutchinson
Customer support leader scaling software platforms with automation, troubleshooting, and clear guidance.
United StatesWhat I'm looking for
I’m a customer support professional with 3+ years supporting high-growth, software-enabled platforms. At CourseCareers, I owned and scaled end-to-end support for a 30,000+ user platform as a team of one. Before that, I handled 70+ daily inquiries at ZCLOTHING and founded KNOW MORE as Founder & President, strengthening my ability to lead, train, and stay accountable under pressure.
I reduce friction for customers by combining self-service infrastructure, automation, and a knowledge base with strong written communication and clear education. Through cross-functional initiatives with Product and Engineering, I launched a self-service refund system, built 100+ macros and workflows, and used technical troubleshooting and root-cause analysis to improve products and processes—delivering 50%+ lower support volume and ~15% fewer refund requests. My work also supports 4.9/5 user satisfaction and I’ve consistently improved retention by 20% through accurate, compliant customer support.
Experience
Work history, roles, and key accomplishments
● Owned and scaled the end-to-end customer support function for a 30,000+ user software platform as a team of one
● Reduced support volume by 50%+ and decreased refund requests by ~15% through self-service systems, automation, and process improvements
● Performed technical troubleshooting, identified root causes, and drove product and process improvements, contributing to a 4.9/5 user rating
Founder & President
Know More SVPI
May 2019 - May 2021 (2 years)
Founded and scaled SVPI, leading a 15-person team and overseeing day-to-day operations. Designed documentation and workflows and executed a 12-week program series that increased participation 25% and reached ~15% of the campus population.
Education
Degrees, certifications, and relevant coursework
Lincoln University
Bachelor of Science, Psychology
Grade: GPA: 3.92/4.0
Earned a B.S. in Psychology from Lincoln University in PA (GPA: 3.92/4.0).
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Skills
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