Kayon L.
Senior Customer Service and Operations Manager
Open to offersNew to PlatformAbout
Kayon L. is a seasoned Customer Service and Operations Professional with over a decade of experience enhancing customer experiences and optimizing retail operations in both on-site and remote settings. Her work has been characterized by strong expertise in customer relations, leadership, and administrative support, making her a reliable asset in fostering customer satisfaction. At ModSquad LLC and Cxstomer, she excelled as an Independent Contractor, adept at resolving customer inquiries and assisting with escalations while utilizing platforms like Zendesk, Slack, Intercom, and Gorgias. Her past role at HGS saw her supervising a team of 15 Customer Service Representatives, where she actively improved key performance indicators such as average handling time, first response time, and customer satisfaction scores. Previously, as Customer Service Manager at The Alchemist Pharmacy, Kayon managed operations and inventory, effectively addressing patient concerns. She holds various certifications that further bolster her diverse skill set.
Experience
Customer Support Representative
Cxstomer · 2022 — 2025Provide real-time customer support via chat and email platforms. Track issues and deliver solutions using Intercom, Gorgias, and workforce management tools. Document interactions to enhance the knowledge base and improve customer experience.Customer Support Representative
ModSquad LLC · 2022 — PresentRespond to customer inquiries through chat, email, and phone, ensuring timely resolutions. Manage tickets and provide support utilizing Zendesk, Slack, and client resource centers. Address escalations and maintain customer satisfaction by delivering personalized service.Customer Service Supervisor (BPO)
HGS (Hinduja Global Solutions) · 2020 — 2022Led a team of 15 CSRs, focusing on training, coaching, and conducting performance evaluations. Monitored KPIs such as AHT, FRT, and CSAT while implementing strategies for improvement. Conducted call reviews and ensured compliance through quality assurance.Customer Service Manager
The Alchemist Pharmacy · 2016 — 2020Oversaw customer service operations, including patient follow-ups and inventory monitoring. Trained new CSRs to ensure consistent service delivery and efficiently addressed patient concerns while assisting in dispensary tasks.
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