Kory Edwards Email & Phone Number

Los Angeles, California

- Served critical role as central liaison for Executive Escalations, swiftly attending to high-priority customer concerns and guaranteeing prompt resolutions.- Curated and meticulously maintained an extensive library of internal and external support materials, including SOPs, FAQs, saved replies, and knowledge guides, optimizing resource accessibility and usability.- Implemented customer-centric support strategies to elevate CSAT scores and achieve key service level targets, prioritizing customer satisfaction at every touchpoint.- Conducted thorough analysis of KPIs to discern actionable insights, identify emerging trends, and streamline operational efficiency for enhanced performance.- Fostered dynamic collaboration with diverse cross-functional teams, including Product, Engineering, and Technology, to drive innovation and ensure cohesive alignment across departments.

- Generated 3% increase in CSAT by interfacing with vendor and PayPal engineering team to create automated refund process that streamlined operational workflows and prevented escalations.- Managed training and mentorship efforts for team of 17, crafting tailored training resources that sharpened product expertise, communication finesse, and problem-solving acumen.- Crafted compelling copy for outbound marketing emails, effectively notifying and celebrating 268 Sweepstakes winners with engaging messaging that captured attention and excitement. - Discovered tooling gap within a CRM system due to impending deprecation; transitioned and trained 26 agents to new CRM tool within a week.

Los Angeles, California

- Earned PayPal's "We Leave No Customer Behind" award for consistently surpassing customer expectations.- Uncovered emerging escalation trends and spearheaded the communication of enhancements to our engineering, product, and technology teams.- Created SOP for detection of fraud trends within contact data, partnering with Risk teams to devise and implement fraud rules, workflows, and processes that refunded over 600 fraudulent transactions.- Identified incorrect charges among 376 customers; coordinated with legal and copy team to draft an appropriate response that earned an 89% CSAT score among 296 contacts, 75% of which were complaints.

Greater Los Angeles Area

West Hollywood, California

Catalog propels brands forward with technology by kicking the archaic photo creation process to the curb. We democratize the expensive and tedious content creation process to help brands all across the board tell their story through breathtaking imagery.

Santa Barbara, California Area

- Created, organized, and supervised twelve Intramural sports teams- Updated Free Agent website frequently to indicate team changes- Communicated with Free Agent teams weekly to ensure quality Intramural experience

Santa Barbara, California Area

- Oversaw team finances- Maintained team website on Wix platform- Scheduled games and tournaments for team- Ensured all players are registered for team and up-to-date on team dues

Bachelor'S Degree, Communication, General

Activities and Societies: Honors Society, UCSB Men's Club Soccer, Educational Opportunity Program

Associate'S Degree For Transfer, Communication And Media Studies

Activities and Societies: Men's Soccer Team

Education record