Dayanna Cochran

At U-Haul, I lead remote bilingual sales and customer service operations for Spanish-speaking customers across the United States and Canada. I helped turn a struggling team's Net Promoter Scores from the 30s–40s to the high 80s–90s through targeted coaching, performance analysis, and customer-focused action plans.

I've managed teams of more than 78 agents, built KPI tracking and operational reports, reviewed unconverted quotes and customer calls, and partnered with Operations, HR, senior managers, and directors on performance, retention, and process improvement. I also bring bilingual English/Spanish banking and sales experience from UMB Bank, along with hands-on AI-assisted customer-feedback analysis.