Kyauna Randall

• Achieved 35% of monthly retention targets, consistently ranking in the top 5% of the team for client success outcomes.
• Provided technical support clients via Tiktok, ensuring minimal downtime for users.
• Managed ticketing system to track issues and resolutions, optimizing response times for support requests.
• Utilized CRM tools to track team performance and monitor customer inquiries, fostering a data-driven approach to support operations.
• Deescalated high-stress client interactions using empathy, active listening, and calm resolution techniques, improving client satisfaction scores by 95%.

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• Trained junior team members on best practices for de-escalation and retention, resulting in faster onboarding and better performance metrics.
• Assist customers in processing customers request and orders.
• Reviewing documents and verify information via Microsoft excel
• Updating customer accounts and databases
• Manage 80-100 emails, chats, and/or inbound calls
• Maintain a 90% weekly quality review.

• Oversaw a team of customer support representatives, ensuring high levels of service and satisfaction through effective mentoring and training.
• Provided timely and effective support to customers via chat and email, ensuring high satisfaction levels.
• Developed and implemented streamlined processes to enhance the efficiency of customer interactions, resulting in a 25% reduction in response times.
• Analyzed customer feedback and performance metrics to identify areas for improvement, leading to a 15% increase in customer retention rates.
• Analyzed customer feedback to identify trends and recommend service enhancements.