JoAnna Course
@joannacourse
I improve customer service quality through interaction analysis, coaching, KPI tracking, and technical support.
United StatesWhat I'm looking for
I've evaluated customer calls, chats, and emails at Expedited Travel, using customer satisfaction, resolution, and handling-time KPIs to improve service quality and team performance.
I coach customer service representatives, identify performance trends, mentor agents on customer experience best practices, and produce detailed reports that support leadership decisions.
At Kelly Services, I delivered advanced remote technical support for Apple products, resolved escalated concerns, and maintained productivity and quality standards in a fast-paced environment.
My retail leadership background at Kroger includes supporting daily operations, training employees, handling escalations, bookkeeping, cash handling, and improving customer satisfaction through clear communication.
Experience
Work history, roles, and key accomplishments
Quality Assurance/Customer Service
Expedited Travel
Apr 2023 - Oct 2025 (2 years 6 months)
Evaluated customer interactions to ensure compliance with quality and service standards. Monitored KPIs, provided coaching, and generated performance reports to support team development.
Education
Degrees, certifications, and relevant coursework
Raymond High School
High School Diploma, General Studies
Completed high school education and earned a high school diploma.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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