Kyra Mixco

I have more than five years of experience across customer support, quality assurance, technical support, fintech, SaaS, and customer experience. My career has gradually moved from frontline support into more complex responsibilities involving escalations, quality analysis, coaching, process improvement, and cross-functional collaboration.

In customer support roles, I have handled high-volume and high-impact cases across email, chat, SMS, and phone, including billing concerns, account issues, service disruptions, complaints, urgent customer situations, and technical troubleshooting. I am comfortable investigating issues independently, documenting findings clearly, following structured workflows, and escalating cases when they require support from other teams.

I also have strong experience in Quality Assurance. I have evaluated customer interactions, participated in calibration sessions, analyzed DSAT and recurring performance trends, helped improve scorecards and evaluation criteria, and supported agents through coaching and action plans. In one of my previous QA roles, I supported a team where only 1 out of 12 agents was initially meeting a performance target. After coaching and targeted improvement efforts, 8 out of 12 were meeting the target.