Open to opportunities

Daejohn West

@daejohnwest

Message

Customer retention and support specialist reducing churn through consultative, CRM-driven service.

United States

Message

What I'm looking for

I’m looking for a remote, KPI-driven customer support role where I can reduce churn, upsell thoughtfully, and handle escalations end-to-end using CRM tools. I’m comfortable with overnight US time zone shifts, weekends, and asynchronous communication.

I’m a results-driven Customer Support & Retention Specialist with 5 years of experience in sales, retention, and customer lifecycle management across remote environments. I resolve complex service issues via phone, chat, and email, using a consultative approach to reduce churn, upsell solutions, and improve customer outcomes.

At SmileDirectClub, I managed full customer lifecycle support for 2M+ customers, maintaining a 93% first-contact resolution rate and reducing monthly churn by 18% through targeted retention strategies. I also exceeded upsell targets by 22%, resolved escalations with empathy (4.6/5 CSAT), and kept detailed CRM records in Salesforce to ensure seamless case handoffs and compliance across US overnight and weekend shifts.

Experience

Work history, roles, and key accomplishments

Financial Aid Assistant

Campus

May 2024 - Sep 2025 (1 year 4 months)

Served as a primary point of contact for the Financial Aid Office, supporting students via phone and email while managing confidential data. Tracked outreach campaigns using Salesforce, Anthology, Excel, and Google Sheets to resolve student inquiries.

Customer Support Salesforce Anthology Excel Google Sheets Student Inquiries Microsoft Teams Outlook

Customer Care & Retention Specialist

SmileDirectClub

Aug 2020 - Dec 2023 (3 years 4 months)

Managed full customer lifecycle for 2M+ aligner customers via phone, live chat, and email, maintaining a 93% first-contact resolution rate. Reduced monthly churn by 18% using targeted Salesforce-based retention strategies and exceeded upsell targets by 22% while achieving a 4.6/5 CSAT score.

Customer Retention Upselling Cross selling Salesforce CRM Escalation Handling CSAT KPI Management Case Documentation

Education

Degrees, certifications, and relevant coursework

Campus

Associate degree in Business, Business

2023 - 2025

Associate degree in Business (2023–2025) with coursework including Principles of Management, Logic & Critical Thinking, and Financial Accounting I & II.