Kendal Latham

Tools and Enablement Cx @Metropolis Technologies

Nashville, TN, US

I serve on the Tools & Enablement team for Consumer Experience (CX), working alongside leadership to strengthen the infrastructure behind exceptional customer support. My role centers on optimizing our support stack—platforms like Zendesk, Stripe, Twilio, Heap, Tableau, and Intercom (via our chatbot “Finn”)—to reduce operational cost, increase efficiency, and elevate the quality of the customer journey.I help shape the content strategy and resolution flows for our AI chatbot, contributing prompt writing and technical guidance that improve automated self-service outcomes and reduce the need for live agent escalation. These efforts directly lower cost per contact and drive faster, more effective customer interactions.In addition to chatbot development, I support the expansion of new customer contact channels—improving accessibility, efficiency, and operational coverage across our support ecosystem. I also contribute to the design and buildout of enablement frameworks that empower both in-house and BPO teams with the resources, tools, and structure needed to perform at a high level.Working cross-functionally, I help deliver scalable solutions, product support readiness, and process enhancements that align with organizational goals. Our team leads improvements in support tooling, operational documentation, and CX touchpoints—driving quality, consistency, and customer satisfaction at every level.

Ohio Dominican University

Business Administration and Management, General

Columbus State Community College

Business Management

Hondros College of Business

Licensed sales agent