Kayla Surozenski
About Kayla Surozenski
Kayla Surozenski is the Manager of Customer Experience at Spytec GPS, where she has worked since 2020. She previously held positions at Abyde and TeamViewer, where she developed customer service teams and implemented strategies that significantly improved customer satisfaction and operational efficiency.
Current Role at Spytec GPS
Kayla Surozenski serves as the Manager of Customer Experience at Spytec GPS, a position she has held since 2020. In this role, she has developed a local and remote customer service team comprising 30 agents. Her focus on training has aimed to enhance customer satisfaction (CSAT) scores and quality assurance metrics. Additionally, she has played a significant role in updating email processes, which improved email service level agreements (SLA) to approximately 80%, contributing to overall customer service efficiency.
Previous Experience at Abyde
Before her current position, Kayla Surozenski worked at Abyde as the Director of Customer Service for a brief period in 2019, lasting four months. In this role, she was responsible for overseeing customer service operations and ensuring customer satisfaction during her tenure.
Experience at TeamViewer
Kayla Surozenski spent five years at TeamViewer, where she held the position of Supervisor for Level 1 Support from 2014 to 2019 in the Tampa/St. Petersburg, Florida area. In this role, she managed support operations and contributed to the development of customer service strategies.
Education at Framingham State University
Kayla Surozenski studied at Framingham State University, where she pursued a degree in Liberal Arts and Sciences, General Studies and Humanities. This educational background has provided her with a broad understanding of various disciplines, which supports her professional endeavors in customer service.
Achievements in Customer Service Management
Throughout her career, Kayla Surozenski has implemented various initiatives to enhance customer service operations. Notably, she implemented Tymeshift to improve schedule adherence and optimize time management, leading to a significant increase in chat SLA to approximately 90% over six months. Additionally, she achieved a 92% customer renewal rate by securing existing customer commitments and maximizing operational efficiency.