Andrew Penn

Background

About Andrew Penn

With 15+ years of customer service experience across tech, hospitality, and retail, I specialize in resolving complex support challenges with empathy, precision, and strategic foresight. Currently serving as a Support Escalation Manager contracted with Microsoft, I lead high-impact case resolution, cross-functional coordination, and systemic improvement initiatives. My career has been defined by a commitment to customer advocacy, operational clarity, and team mentorship. From managing urgent escalations to refining workflows and coaching frontline agents, I bring a rare blend of emotional intelligence and tactical execution. I’ve built trust in critical moments, restored customer confidence, and helped shape scalable support systems. Now, I’m actively seeking opportunities to grow into customer service management—where I can lead teams, optimize service delivery, and contribute to a culture of excellence. I thrive in environments that value collaboration, transparency, and continuous improvement. Let’s connect if you’re looking for a service professional who can elevate support operations, empower teams, and drive meaningful change.