chuandra cleaver

Monitor, review, and score customer interactions against quality standards and KPIs, and coach a team of customer care representatives through one-on-one feedback and real-time escalation support. Design workflows and job aids, build training materials, and manage complex escalations cross-functionally.

Founded and operate a mobile and Remote Online Notarization (RON) business serving title and escrow companies, attorneys, healthcare and senior-living organizations, and families. Designed the service model, pricing, client-facing playbooks, and marketing plan, and manage scheduling, transaction tracking, and client follow-up end to end.

Handled high-volume inbound customer contacts using CRM and ticketing systems, resolving billing, account, and service questions with accuracy and empathy. Earned promotion to Customer Care Lead based on strong service quality and support of teammates.

Guided buyers and sellers through complex transactions, coordinating with lenders and title companies. Practiced consultative selling, negotiation, and customer advocacy while independently managing multiple clients and deadlines.

Supported customers in a high-volume environment, handling account research, payments, and de-escalation while maintaining data accuracy.

Bachelor of Science in Psychology from Texas A&M University–Commerce, completed in 2016.

Completed the Google UX Design Professional Certificate, focusing on human-centered design and problem solving.