Kimberly Kutt
Denver
Summary
Results-driven Support Operations Leader with expertise in team development and operational efficiency. Proven track record in scaling support processes through effective queue management, SLA adherence, and data-driven reporting. Skilled in collaborating with Product and Engineering teams to enhance customer support experiences.
Overview
11
11
years of professional experience
Work History
Senior Manager, Customer Support
Abridge AI
04.2024 - Current
- Owned day-to-day support operations, maintaining service quality and operational consistency
- Scaled the team from 2 to 20 specialists within 1.5 years
- Designed and launched an onboarding and training program, reducing ramp time by 4 weeks
- Built internal communication and operational model to support queue coverage, issue prioritization, and cross-functional alignment
- Partnered closely with Product and Engineering on releases, translating changes into standard operating procedures, training, and a seamless customer experience
- Reported top customer issues, KPIs, trends, and volume drivers weekly to leadership and Engineering to reduce repeat incidents and customer impact
- Promoted from Manager to Senior Manager within 1 year
Senior Manager, Customer Support
CCRM Fertility
04.2023 - 04.2024
- Owned operational performance for support organization of 34 specialists and 4 managers
- Transformed team culture and accountability, improving attendance from 60% to 96% in 30 days
- Stabilized call center performance, increasing calls answered from 45% to 98% in 30 days
- Launched operations in three new markets, ensuring consistent service standards, training, and coverage
- Coached managers on performance management, expectations, and delivery of a world-class patient experience
Supervisor, Operations Manager, Program Manager
Alto Pharmacy
05.2019 - 03.2023
- Promoted three times over four years
- Built and launched a Third-Party Family Building program, delivering $7M ARR
- Streamlined support and operational processes, including scheduling optimization, resulting in a 25% decrease in response time
- Identified recurring issues impacting frontline teams and customers, influencing product roadmap decisions
- Achieved 96% employee retention through coaching, recognition, and clear performance expectations
- Standardized workflows/processes across teams to support care at scale
Media Operations Specialist, Customer Support Manager
Veritone
10.2017 - 05.2019
- Promoted to Customer Support Manager within one year
- Developed support reporting, escalation protocols, and live-event coverage models
- Led migration of the support ticketing system, partnering with Engineering and stakeholders
- Participated in sprint planning and QA to advocate for customer experience and support readiness
Customer Support Specialist, Customer Support Supervisor
Craftsy
05.2015 - 10.2017
- Promoted from Customer Support Associate to Customer Support Supervisor within 2 years
- Provided exceptional and compassionate customer support on social channels (Twitter, Facebook, Reddit) to over 9 million fans
- Led a project for the Pattern Marketplace, increasing customer satisfaction from 70% to 90% within 30 days
- Delivered high-quality customer service across multiple channels (Live Chat, Phone, Email) with professionalism and interpersonal excellence.
- Interlocked with Product team to create new “Projects” platform offering
- Tested product releases prior to releasing to the customer
- E-learning provider with expert-led online classes
Education
Bachelor of Fine Arts - Theater Arts: Acting Emphasis
University of Northern Colorado
Greeley, CO, USASkills
- Skills: Customer Support, Communication, Collaboration, Coaching, Data Driven Insights, Process Improvement, Project Management, Culture
- Tools: Microsoft Suite, Google Suite, Zendesk, Jira, Asana, Salesforce, NICE, Bright Pattern, Qualtrics, Looker, Tableau, LearnUpon, Scorebuddy, Athena, Epic
Timeline
Senior Manager, Customer Support
Abridge AI
04.2024 - Current
Senior Manager, Customer Support
CCRM Fertility
04.2023 - 04.2024
Supervisor, Operations Manager, Program Manager
Alto Pharmacy
05.2019 - 03.2023
Media Operations Specialist, Customer Support Manager
Veritone
10.2017 - 05.2019
Customer Support Specialist, Customer Support Supervisor
Craftsy
05.2015 - 10.2017
Bachelor of Fine Arts - Theater Arts: Acting Emphasis
University of Northern Colorado