Response Time: Vol. 27

The article features an interview with Laura Morales-Carrillo, Sr. Member Experience Manager at Maza, a company building a financial future for Latino immigrants in the US. She discusses her role, which involves leading support specialists and collaborating with product development and engineering teams to create user-friendly features that address specific community needs. Laura advocates for clear communication, using phrases like "let me connect you with a specialist" instead of "escalate an issue," and emphasizes the importance of empathetic customer service. She identifies as a customer experience professional, focusing on designing features and services that provide positive touchpoints throughout the member journey. The conversation also touches on her favorite celebrity to play her job (Lin-Manuel Miranda), most embarrassing moment with a customer, and what she wishes people knew about working in customer service.

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