Krys Bragg

I’m a customer support and operations leader with 8+ years of experience managing distributed/offshore teams and building scalable workflows. I focus on measurable improvements in CSAT, SLA adherence, and resolution time in SaaS and on-demand service environments.

Most recently, as a Senior Operations Support Lead at CareRev, I led a team of 10 offshore support agents and supervised 2 team leads across US business hours. I developed and maintained SOPs, internal workflows, FAQs, and knowledge base content, while implementing training and mentorship programs to improve consistency and reduce escalated tickets.

I handle high-stakes customer escalations directly, balancing clarity and empathy to protect CSAT during challenging interactions. I also built performance tracking dashboards (CSAT, SLA, resolution time) to give leads real-time visibility, then analyzed customer/behavioral data to redesign workflows and improve accuracy and reduce resolution time.

Earlier roles included multichannel support (chat, email, phone) at Zeel and Wag, where I documented recurring app issues, surfaced customer insights to leadership, and partnered with engineering/product to resolve root-cause problems. I’m at my best coaching teams, partnering cross-functionally with product and engineering, and turning frontline learnings into process improvements.