Xaiver Adams

About Xaiver Adams

I’m a Customer Support Specialist/Lead who spent 5+ years inside insurtech and fintech support orgs turning “sorry” into “sold.” Today I help small businesses, start-ups, and non-profit create workflows into the customer lifecycle and repetitive tasks so they close tickets faster, upsell smarter and free human agents for the moments that matter. 3 skills I lean on every day 1. End-to-end CRM architecture (Salesforce, HubSpot, Zendesk) 2. AI orchestration (Kimi AI, Notion, Pinecone, OpenAI, Make/Zapier) 3. Revenue-obsessed customer success (retention, expansion, NPS ≥ 65) How I got here I launched my career at Asurion, cracking 50+ tickets a day while secretly building macros that cut AHT 18%. That itch to automate landed me at World Vision International, where I stood up a global Tier-2 desk serving 3.2 million donors in 14 languages. Next stop: Flowbird—moved into fintech, led a 22-person CS org for 1.2 k transit & parking clients, and piloted the first in-app refund bot that saved $1.4 M in chargebacks. US Bank recruited me improve fraud operations support for their new FinTech incubator; we grew from 0 → 450 B2B accounts in 18 months and turned the program into a profit center 14 months ahead of plan.🤖 Currently I run Miguzii, an AI micro-agency that helps small businesses gain new new customers, eliminate repettitve, mundane tasks, and assist in business operations. Recent wins- Reduced ticket volume 42 % for a Series-B SaaS company in 6 weeks - Built a donation-advisor bot that lifted monthly giving 27 % for a national non-profit When I’m not prompting, you’ll find me guest-hosting the “AI for Good” Clubhouse room or mentoring early-career CS pros on breaking into AI.

Experience

1. Customer Experience Specialist

   Alorica

   Jan 2026 — Present

   Managed high-volume inbound student and educator support during peak SAT, AP, and CSS Profile cycles via Avaya ACD, delivering consistent quality through 100+ daily interactions during intense seasonal surges.• Resolved complex registration, score reporting, and account access inquiries in Salesforce Service Cloud with 98% case documentation accuracy, ensuring seamless handoffs and complete audit trails for compliance.• Leveraged Cresta real-time AI coaching to refine scripting precision and call guidance, driving a measurable lift in quality assurance scores while reducing policy-related callbacks.• Guided students and families through sensitive accommodations and financial aid processes with empathy and strict policy adherence, safeguarding testing access for diverse and underserved learners.• Partnered with cross-functional program teams via Microsoft Teams and SharePoint to diagnose recurring inquiry trends, authoring knowledge base articles that deflected future contacts and shortened new-hire ramp-up time.• Exceeded performance benchmarks—including CSAT, first-contact resolution, and average handle time targets—by pairing active listening with efficient CRM workflow execution and proactive follow-up.• Advanced College Board’s educational equity mission by translating complex policies into clear, actionable guidance for first-generation and low-income students, turning anxious inquiries into confident college-readiness next steps.

Education

• Hillsdale College

  Certificate, Economics

• University of Maryland

  Certificate , Customer Value, Acquisition, and Retention