HomeInbox
Team membersKatrina Johns

Katrina Johns

Store Care Coordinator·Front line·francisco14@gmail.com

Rating distribution

5
224
4
96
3
52
2
38
1
35

QA performance

Total evals
3
All-time, excludes invalidated
Avg QA score (30d)
—
Avg CSAT (30d)
3.76 / 5
-0.28 starsvs. prior 30 days
AI-acceptance rate
100.0%
0 of 15 overridden

Category breakdown

  • Resolution Quality-12 vs team
    67 this agentteam avg 79
  • Communication-5 vs team
    73 this agentteam avg 79
  • Empathy-13 vs team
    67 this agentteam avg 80
  • Process & Ownership-7 vs team
    73 this agentteam avg 80
  • Compliance & Safety+6 vs team
    100 this agentteam avg 94

Weekly score trend

Need at least 2 weeks with evaluations to chart a trend. Katrina Johns currently has data for 1 week out of 3 total evaluations.

Recent evaluations

Showing 1 - 3 of 3
Date
Ticket
Score
Top category
Lowest category
Friday, March 13, 2026Pro discount enrollment54Compliance & Safety (100)Process & Ownership (60)
Tuesday, November 18, 2025Loyalty points not posting80Process & Ownership (100)Communication (80)
Thursday, June 12, 2025Price match request50Compliance & Safety (100)Process & Ownership (60)
Page 1 of 1

Recent coaching notes

Open coaching
  • 54Pro discount enrollmentFriday, March 13, 2026
    Confirmed resolution before closing the ticket.
    Avoid jargon unless you also explain it in plain language.
  • 80Loyalty points not postingTuesday, November 18, 2025
    Acknowledged the customer's specific situation early in the thread.
    Match the customer's tone — when they're frustrated, lean more empathetic in the first reply.
  • 50Price match requestThursday, June 12, 2025
    Used the customer's name and referenced their prior order history.
    When reassigning, leave a one-line handoff note so the next agent has context.

Coaching highlights

What's going well
  • Acknowledged the customer's specific situation early in the thread.
  • Confirmed resolution before closing the ticket.
  • Offered a proactive next step the customer didn't have to ask for.
  • Used the customer's name and referenced their prior order history.
  • Wrote a clean, scannable reply — short paragraphs, clear next action.
Where to focus next
  • Avoid jargon unless you also explain it in plain language.
  • Confirm resolution before closing — a short "does this work for you?" goes a long way.
  • Match the customer's tone — when they're frustrated, lean more empathetic in the first reply.
  • Tighten the longer reply — break into short paragraphs and lead with the answer.
  • When reassigning, leave a one-line handoff note so the next agent has context.

Score ↔ CSAT correlation

Building this insight — need 20 paired evaluations + responses, you have 0.
Tickets2033Responses549
Showing 1 - 50 of 50
External ID
Subject
Status
Priority
Customer
Company
Assigned to
Channel
Tags
Resolution
Survey state
Response
QA
Signals
Created
Closed
09849872BOPIS order cancelled at storeSolvedNormalMiss Angelica Jacobson—Katrina JohnsEmail
refundfragrance
22h⊘Not fired———May 23, 2026-
24228681Order arrived damagedSolvedNormalConnie Okuneva III—Katrina JohnsEmail
samples
2d 13h⊘Not fired———May 23, 2026-
12914601App crashes at checkoutSolvedLowMildred Graham-Stoltenberg—Katrina JohnsEmail
app
5h○Sent, no reply———May 22, 2026-
09598005Where is my order?SolvedHighLeona Kassulke—Katrina JohnsEmail—3h●Responded5/5——May 22, 2026-
05472025App crashes at checkoutSolvedNormalRonald Connelly—Katrina JohnsEmail
bopisloyalty
1d 14h○Sent, no reply———May 22, 2026-
74809268Lost package follow-upClosedNormalAnita Kerluke—Katrina JohnsEmail
damagedinfluencerapp
5h○Sent, no reply———May 22, 2026May 29, 2026
44750961Loyalty points not postingOpenNormalKaleigh Roob—Katrina JohnsEmail
damagedsamplesfragrance
-—Skipped———May 22, 2026-
96534775Price match requestSolvedNormalStacy McLaughlin—Katrina JohnsEmail
loyaltydamagedreturns
14h○Sent, no reply———May 22, 2026-
66432627Missing samples in orderSolvedNormalGeorgianna Leannon—Katrina JohnsEmail
wholesaleinfluencerdamaged
12h●Responded5/5——May 22, 2026-
41097818Store experience feedbackSolvedNormalVernice Macejkovic—Katrina JohnsChat—3h○Sent, no reply———May 22, 2026-
60866038Address change after shippingOpenHighPayton Crist—Katrina JohnsEmail
gift-card
-—Skipped———May 22, 2026-
13879875Restock alert for backorderClosedLowEvert Sawayn—Katrina JohnsSocial
wholesalefragranceapp
1d 6h⊘Not fired———May 22, 2026May 25, 2026
36744047Allergic reaction concernOpenNormalHaleigh Kling—Katrina JohnsEmail
vipsamples
-—Skipped———May 22, 2026-
01372406Foundation match helpClosedHighConnie Okuneva III—Katrina JohnsEmail
samplesrefundfragrance
10h●Responded5/5——May 21, 2026May 24, 2026
49722107Influencer code not workingClosedHighMiss Reece Grady—Katrina JohnsSocial
appgift-cardwholesale
1h⊘Not fired———May 21, 2026May 26, 2026
77098566Cancel order requestClosedNormalMiss Brady Heller—Katrina JohnsEmail
fragrancerefund
3h●Responded5/5——May 21, 2026May 28, 2026
94404615Question about product ingredientsSolvedNormalFloyd Huels—Katrina JohnsChat—6h○Sent, no reply———May 21, 2026-
87221445Refund not receivedOpenNormalMohamed O'Keefe—Katrina JohnsEmail
refundshade-matchvip
-—Skipped———May 21, 2026-
25860384Allergic reaction concernSolvedNormalJazmyne Anderson—Katrina JohnsChat—5d 13h○Sent, no reply———May 21, 2026-
74246327Where is my order?SolvedNormalAlyssa Christiansen—Katrina JohnsChat
shippingsamplesdamaged
5h○Sent, no reply———May 21, 2026-
10915865App login problemSolvedLowAdella Shanahan—Katrina JohnsChat
vipwholesale
1d⊘Not fired———May 21, 2026-
84040582BOPIS order cancelled at storeSolvedNormalJill Ruecker Sr.—Katrina JohnsChat
refundwholesalevip
8h●Responded4/5——May 21, 2026-
67205839Store experience feedbackClosedNormalNeil Pfeffer—Katrina JohnsChat
vipfragrancegift-card
1d 4h●Responded9/11——May 20, 2026May 24, 2026
98657669Discount code not workingSolvedHighCaesar Bednar—Katrina JohnsEmail—1d 10h⊘Not fired———May 20, 2026-
95906046Missing samples in orderSolvedNormalHester Larkin—Katrina JohnsEmail—5h○Sent, no reply———May 20, 2026-
99764623Missing items in shipmentSolvedNormalMr. Keon Schuster—Katrina JohnsChat
fragrance
2h○Sent, no reply———May 20, 2026-
11276313Where is my order?SolvedNormalHettie Ullrich—Katrina JohnsChat
influencerdamaged
18h●Responded10/11——May 20, 2026-
95134244Return after 30-day windowSolvedNormalMr. Luis Kuhn—Katrina JohnsPhone—19h●Responded5/5——May 19, 2026-
93132518Influencer code not workingSolvedNormalStacy Barrows III—Katrina JohnsEmail
shade-match
3h○Sent, no reply———May 19, 2026-
25470066Item authenticity concernSolvedNormalLeon Monahan—Katrina JohnsPhone—6h○Sent, no reply———May 19, 2026-
65280271Store experience feedbackSolvedNormalSalvador Simonis—Katrina JohnsEmail
fragrancegift-card
5h●Responded10/11——May 19, 2026-
07536728Order arrived damagedClosedHighDereck Torphy—Katrina JohnsEmail—7h○Sent, no reply———May 18, 2026May 20, 2026
15223862Item authenticity concernSolvedHighHarry Grimes—Katrina JohnsEmail
returns
1h○Sent, no reply———May 18, 2026-
84076644Allergic reaction concernSolvedNormalGilbert McLaughlin DVM—Katrina JohnsPhone
bopisapp
5h○Sent, no reply———May 18, 2026-
64348845Cancel order requestSolvedLowHugh O'Hara—Katrina JohnsEmail
influencervipreturns
1h○Sent, no reply———May 18, 2026-
26014474Gift card balance questionSolvedNormalKaren Flatley—Katrina JohnsChat—2d 6h○Sent, no reply———May 18, 2026-
39919467Item authenticity concernSolvedNormalFaye Nolan-Smith—Katrina JohnsEmail
apprefund
6h○Sent, no reply———May 18, 2026-
22368950Restock alert for backorderClosedNormalMiss Angelica Jacobson—Katrina JohnsEmail—1h⊘Not fired———May 18, 2026May 25, 2026
04838769Missing samples in orderSolvedNormalBryant Champlin—Katrina JohnsEmail—14h○Sent, no reply———May 18, 2026-
72663361App login problemClosedNormalJodi Homenick—Katrina JohnsSocial—4h⊘Not fired———May 18, 2026May 19, 2026
75756975Address change after shippingOpenNormalHollie Swift I—Katrina JohnsChat
wholesaleapp
-—Skipped———May 18, 2026-
38791089BOPIS order cancelled at storeClosedNormalMatthew Mann—Katrina JohnsEmail
appinfluencer
6h○Sent, no reply———May 17, 2026May 21, 2026
41957449Klarna / Afterpay split issueOpenHighBrando Reilly—Katrina JohnsChat
returnsshade-matchgift-card
-—Skipped———May 17, 2026-
95970533Missing samples in orderSolvedNormalLamar Erdman—Katrina JohnsEmail
loyalty
2d 1h●Responded4/5——May 16, 2026-
95433992Pro discount enrollmentSolvedNormalAlyssa Christiansen—Katrina JohnsChat
shippingloyalty
4h●Responded5/5——May 16, 2026-
96822721BOPIS order cancelled at storeSolvedNormalJulien Bins—Katrina JohnsEmail
vip
3h○Sent, no reply———May 16, 2026-
55822948Klarna / Afterpay split issueSolvedHighMack Boyer—Katrina JohnsEmail
loyaltywholesale
1h○Sent, no reply———May 16, 2026-
55141831Refund not receivedPendingNormalJermaine Ferry—Katrina JohnsEmail
returnssamples
-—Skipped———May 16, 2026-
34083287Lost package follow-upSolvedUrgentElsie Schumm—Katrina JohnsEmail—2d 23h●Responded4/5——May 16, 2026-
41796015Insider tier issueClosedNormalBlaise Schultz—Katrina JohnsEmail—2d●Responded4/5——May 15, 2026May 19, 2026
Page 1 of 1

Properties

Team member
Name
Katrina Johns
Role
Store Care Coordinator
Team
Front line
Region
North America
Group
Returns & Exchanges
Hired
—
Manager
Raymond Cremin
Store assignment
Remote (HQ)
Shift
—
Specialties
loyalty, gift-cards, returns
Beauty Advisor level
BA3
Monthly review
4.6
Tickets
Tickets handled
2,033
Responses
Responses
549
Avg rating
4.98