Kevin Epps
Sales Operations Coordinator | Customer Success Specialist
- Role
- Customer Success Advocate at Justworks
- Location
- Yonkers, NY, US
- LinkedIn followers
- 500 followers
About Kevin Epps
I\'m a sales support and operations professional with 10+ years of experience keeping…
Experience
Customer Success Advocate
Aug 2024 — Present · New York, NY, US
Delivered omnichannel support via inbound calls, email, and live chat to a portfolio of 150+ B2B clients monthly, resolving payroll, benefits, and platform issues with urgency and empathy.Maintained exceptional SLA adherence across all support channels, consistently achieving CSAT scores above 95% and exceeding internal response time benchmarks.Proactively identified client pain points through high-volume case analysis, influencing 3 key product improvements that directly increased satisfaction by 19%.Conducted 30+ quarterly business reviews (QBRs) and feedback sessions, strengthening client relationships, reducing churn risk, and surfacing upsell opportunities. Analyzed 500+ customer interactions per quarter, identifying patterns that informed the product team about underused features, leading to a 15% increase in product engagement after feature adjustments
Education
Suny westchester community college
Associate of Arts and Sciences (AAS), Marketing
2012 — 2014
Lehman College
Bachelor of Business Administration (B.B.A.), Marketing
2017
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