Keyla J.
Customer Support Leader
- Role
- Customer Experience Leader at HiBob
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Keyla J.
Through my experience in project management, I can ensure the quality and consistency of all services provided to clients. By taking on progressively responsible roles, I have nurtured an environment of increased profit and superior customer satisfaction, allowing for a parlay of demonstrated organizational communication, as proven by years of successful, profitable employment.With a passion for technology and a talent for quickly mastering it, I am a motivated, personable business professional. Professionals and non-professionals at all levels consider me diplomatic and tactful. I am experienced in handling sensitive, confidential records and producing accurate, timely reports.My versatility and ability to work under pressure make me an excellent candidate. My ability to transcend cultural differences is demonstrated, and I am poised and competent. Having excellent team-building skills, I thrive in deadline-driven environments.
Experience
Customer Experience Leader
Jul 2024 — Present · New York, NY, US
Key Accomplishments & ResponsibilitiesLead global Customer Experience initiatives across multiple regions (U.S, APJ, LATAM), ensuring consistency in strategy, execution, and service quality.Direct and develop the U.S.CX team, fostering growth, coaching, and skill advancement to strengthen performance and engagement.Design and execute strategic KPI and SLA plans, driving measurable improvements in response times, resolution rates, and overall customer satisfaction.Manage strategic accounts, serving as a trusted partner for enterprise customers and ensuring alignment with business needs and long-term retention goals.Expand and internationalize LATAM support services, adapting CX processes to meet regional requirements and enhance customer engagement.Partner with global leadership to align on OKRs and execute business-critical initiatives, reinforcing cross-functional accountability.Champion career pathing, training, and professional development within the CX organization to build future leaders and ensure scalability.Drive operational excellence by implementing standardized processes, optimizing workflows, and increasing visibility through metrics-driven reporting.Act as a customer advocate at the leadership level, translating feedback and insights into actionable product and service improvements.Partner closely with Professional Services and Customer Success teams to meet customer expectations and strategize on optimal paths forward.
Education
Monroe University
Associate of Arts and Sciences - AAS, Computer Science
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.