Letitia Grogg

I’m a customer service specialist with 7+ years managing high-volume intake workflows, cross-functional case coordination, and multi-channel support. I consistently earn 4.5–5/5 CSAT ratings while driving complaint resolution through disciplined escalation management and clear customer expectations.

In my current role, I handle escalation management and complex complaint resolution across chat, phone, and email, averaging 12 cases/hour and resolving 30+ complex issues/day. I coordinate end-to-end case lifecycle work with Disputes, Risk, and Fraud teams, tracking cases from intake through final resolution using JIRA ticketing and Salesforce case management.

I also provide iOS and app-level platform support for Cash App customers, delivering troubleshooting and escalating persistent technical issues to engineering via JIRA. I participate in internal product engineering test groups prior to feature releases, and I manage full lifecycle workflows for Salesforce Knowledge articles—drafting, QA review, and deployment—so frontline advocates always have accurate, step-by-step guidance.

Earlier, I built a QA program from scratch for a 16-person remote cardiac monitoring unit, identifying systemic gaps, conducting live floor audits, and holding staff accountable to measurable patient safety protocols. I’m deeply committed to education-based service, coaching (about 15 advocates per quarter as an SME), and continuous improvement—especially in high-stakes, often irreversible situations where customers need confidence and clarity.