Summary
Overview
Work History
Education
Skills
CUST
Timeline
Generic

Kelly Kissel McCain

Prescott

Summary

Skilled specialist with proven track record in delivering impactful results. Adept at team collaboration and flexible in adapting to changing needs. Expertise in CustomerExperience, consistently driving successful outcomes. Known for reliability and strong focus on achieving objectives.

Overview

23
23
years of professional experience

Work History

Universal Help Desk/ Resolutions Specialist Tier 3

Dyson Direct
10.2022 - 04.2024
  • Internal systems assistance for all calls, digital chat, and e mails. De escalation specialist. Returns, refunds order processing. Tier 3 resolve, SAP front and back end, Salesforce
  • HR : Katie Kennedy
  • Developed product knowledge to assist customers with inquiries and enhance their shopping experience.
  • Provided support in executing daily operations, ensuring efficient workflow and customer satisfaction.
  • Adapted quickly to new systems, contributing to streamlined processes within the team.
  • Collaborated with team members to address customer concerns, fostering a positive store environment.
  • Assisted in training new staff, promoting adherence to company standards and procedures.
  • Conducted inventory checks to maintain stock levels and ensure product availability for customers.
  • Implemented feedback mechanisms to gather insights on customer preferences and improve service delivery.
  • Engaged with customers proactively, identifying needs and recommending suitable products effectively.
  • Followed all company policies and procedures to deliver quality work.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Designed employee recognition program that improved morale and reduced turnover.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Developed training materials to enhance staff proficiency and productivity.
  • Restructured customer service process, ensuring quicker response times.
  • Gathered, organized and input information into digital database.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Enhanced customer satisfaction with timely and accurate issue resolution.

Customer Experience Agent

Dyson Direct
04.2018 - 10.2022
  • US and Canada call center 92% NPS average for nps and resolve Servicing, Canada for sales, service, and actual troubleshooting of Dyson consumer goods. As a team member I also help to track lost or late delivery items either new goods, parts, or in service devices. Have been working with this team for three years, and had been in house transferred due to excellent skill set and speed of results. 97% bonus rate. I have been on occasion doing our digital bold chat with consumers from US and Canada as well Quick learner of systems AS400 should not be an issue have used tutorials
  • Resolved customer inquiries swiftly, enhancing overall satisfaction and loyalty.
  • Collaborated with cross-functional teams to address product issues effectively.
  • Utilized CRM software to track customer interactions and improve service quality.
  • Provided training support to new team members, fostering a collaborative environment.
  • Analyzed customer feedback to identify trends and recommend process improvements.
  • Maintained up-to-date knowledge of product features to assist customers efficiently.
  • Implemented best practices for handling escalations, ensuring timely resolutions.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Trained new customer service agents on policies and procedures to support favorable customer experiences.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Investigated customer complaints and escalated issues to address critical requests.
  • Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
  • Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
  • Maintained key performance indicators and acceptable performance levels to support assigned customer base.
  • Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
  • Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
  • Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
  • Reduced response time for customer queries by implementing effective communication strategies.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
  • Trained new hires on company policies, procedures, and best practices for delivering outstanding customer service.
  • Maintained detailed records of all interactions, ensuring accurate documentation for future reference or escalation purposes.
  • Consistently met or exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
  • Conducted proactive follow-up calls to ensure complete resolution of customer issues and concerns.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Sought ways to improve processes and services provided.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Managed timely and effective replacement of damaged or missing products.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.

Field Service Representative

LMS Lawrence Merchandising Svs
04.2016 - 2020
  • All types of merchandising, resets, audits, and gift card servicing for Blackhawk Network.
  • Current Field Service Coordinator, Jasmine Keith
  • Delivered on-site product demonstrations, enhancing customer understanding and engagement with services.
  • Diagnosed and resolved equipment issues efficiently, minimizing downtime for clients.
  • Trained new field representatives on best practices and company protocols to ensure service consistency.
  • Collaborated with sales teams to identify customer needs, tailoring solutions for improved satisfaction.
  • Managed inventory levels on-site, ensuring availability of necessary tools and materials for service calls.
  • Utilized CRM software to track service requests and maintain accurate records of customer interactions.
  • Implemented process improvements that streamlined workflows and enhanced overall service delivery efficiency.

BDC Service Advisor

LiveVoice LLC
12.2017 - 04.2018
  • All phases of appointment setting, manufacturer recalls, confirmations, and general auto questions
  • 847-628-2800 Katheryne Ballantyne

LiveVoice LLC
09.2016 - 11.2016
  • 24/7 answering service for various business, shuttle service bookings for Showtime Tours Las Vegas NV, home improvement referral service appointment setting, also soft tech ticket writing. FT laid off due to loss of client to overseas market
  • Ashley.bailey@livevoice.com

HD SSA

ARS / Rescue Rooter
10.2015 - 04.2016
  • For hvac replacement or tune up. Up selling HVAC for residential and soft commercial applications.
  • John Sindelar, manager

Chicago Market Manager

Bomuca Intl US
10.2014 - 08.2015
  • Provided vendor sales of Vivioptal Vitamins Wal Mart store staff education and in store demos Walgreen stores stock rotations, demos, staff education
  • Kymberly Diaz-Ruiz National Sales Director

Patient transport, Concierge services

Orthopaedic Surgery Specialists LLC
10.2008 - 04.2014
  • Receive & return patients to Doctor’s offices from exterior parking transport services and general helper patient relations and liaison between EMTs, Doctors, Nurses and staff
  • 847-824-3198 Louise Lang practice manager

Construction Cleaning Supervisor

Total Home Restoration
01.2001 - 10.2008
  • Supervise crews, scheduled weekly hours and assignments specified sanitation requirements and performed cleaning routine
  • Kevin Ciccone G.C. 847-340-2485

Education

High School - AP studies/honor student

Glenbard South High School
Glen Ellyn, IL

cosmetology/ salon industry

Tricocci University
Elmhurst, IL

advanced business owners courses, management, HR, crisis control for calm

Aveda Institute
Minneapolis, MN

Skills

  • Customer relations
  • Expert problem solving
  • Analytical thinking
  • Documentation management
  • Management collaboration
  • Technical communication

CUST

  • Prior work experiences include Acosta /PMI food broker, Jos Huber Brewing Co, and 8 years owning and operating first Aveda concept Salon and Spa in Texas, East Of Eden Salon, Eagle Super Stores, Sessions Records call center
  • 30 years experience in the Salon industry as a Specialist and Salon Owner

Timeline

Universal Help Desk/ Resolutions Specialist Tier 3

Dyson Direct
10.2022 - 04.2024

Customer Experience Agent

Dyson Direct
04.2018 - 10.2022

BDC Service Advisor

LiveVoice LLC
12.2017 - 04.2018

LiveVoice LLC
09.2016 - 11.2016

Field Service Representative

LMS Lawrence Merchandising Svs
04.2016 - 2020

HD SSA

ARS / Rescue Rooter
10.2015 - 04.2016

Chicago Market Manager

Bomuca Intl US
10.2014 - 08.2015

Patient transport, Concierge services

Orthopaedic Surgery Specialists LLC
10.2008 - 04.2014

Construction Cleaning Supervisor

Total Home Restoration
01.2001 - 10.2008

High School - AP studies/honor student

Glenbard South High School

cosmetology/ salon industry

Tricocci University

advanced business owners courses, management, HR, crisis control for calm

Aveda Institute

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Kelly Kissel McCain