Rachel Yoon

Rachel writes about the people who answer the phone, from CSRs and receptionists to legal intake staff and leasing agents, and why that job matters more than most companies realize. Her focus is call performance: scripting, objection handling, coaching systems, QA frameworks, and the management practices that actually retain good people in a role with brutal turnover. She's especially passionate about the idea that CSR work isn't a stepping stone. It's a skill, and the teams that treat it that way outperform everyone else.

Away from the keyboard, Rachel lives in Nashville and has fully leaned into it. She collects vinyl, frequents too many live music venues on weeknights, and has a rescue dog named Biscuit who has his own Instagram following (modest, but loyal). She's a morning workout person, a terrible cook who's trying to get better, and the friend who always remembers your birthday. She says the best thing about writing is that it lets her be loud about things she cares about without actually having to be loud, which suits her personality perfectly.