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Before Team Tecovas dove into the busyness of the holiday season, we sat down with our dedicated Customer Service Operations Manager, Krystal Kay Cortez, to hear her campfire story. Krystal Kay, or KK as we know her, has been with Tecovas since 2019 and has played an integral role on our Customer Service team. 🤠 Can you tell us a little more about your role with Tecovas?  I am honored to be the Customer Service Operations Manager. Collaborating with a dynamic team, I oversee critical operations such as quality assurance, training, communication, and improving processes that contribute to our exceptional customer service. 🤠 What does radical hospitality mean to you, and how does that come through in your training process?  Radical hospitality is a huge focus of our training. We know Tecovas would not exist without our customers, so we seek to welcome everyone regardless of their background or circumstance. Our job is to ensure every customer feels cared for and knows they can count on us for assistance. I like to say “if you take care of your customers, they will take care of you.” 🤠 Tecovas has a lot of great and loyal customers - can you share one of your favorite customer stories with us?  One of my favorite customers is someone who started her email with, “when the going gets tough, the tough go shopping” and ended with, “Thoughts become things, choose the good ones” This customer was diagnosed with cancer and was treating herself to one of our clutches since she planned to be a survivor. Through our Texans on Service program, we gifted her a tote to match her clutch. Throughout the conversation, she was incredibly positive and thankful for our assistance. A few weeks later, she emailed to let us know she was cancer-free. Her correspondence inspired many of our agents, and to this day, I often think about the powerful words she shared! 🤠 The busy holiday season is right around the corner, what are some things the CX team is doing to prepare for the higher volume of customer inquiries and requests?  We are focused heavily on training new hires to assist with higher call volume and conducting continuous training to keep the team up-to-date while boosting the quality of service we offer. While we may be assisting more customers in Q4, it is crucial to us that the quality of service we provide doesn't waver. Lastly, our team has been focused on creating a team atmosphere designed to grow future leaders in our department and ensure the Customer Service team is ready to support the exciting growth of Tecovas.

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Customer Service is the most important branch of a company like Tecovas, glad they have a rockstar on their hands! 👏🏼👏🏼👏🏼

Luke Smith

Biological Sciences

7mo

Cheers Krystal Kay Cortez

Abby Harkins

Senior Manager of Client Partnerships at Hire Horatio CX

7mo

Love it!! Krystal Kay Cortez

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