KELLY KISSEL MCCAIN

Naperville, IL *****

ad017v@r.postjobfree.com / 773-***-****

SUMMARY

Through the years I have owned and managed a Salon and Spa with 40 employees. Some contractual and mostly W2. Life lessons, and career opportunities learned through osmosis. Construction management background leading teams, and overseeing progress

Driven true professional with strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

SKILLS

Legal Knowledge

Meeting Facilitation

Document Preparation

Deductive Reasoning

Interviewing Abilities

Negotiation Management

Conflict Mediation

Information Collection

Dispute Management

Critical Thinking

Task Prioritization

Dependable and Responsible

Reliable and Trustworthy

Self-Motivated

Calm Under Pressure

Planning

Organization

Analytical

Maintenance & Repair

EXPERIENCE

Resolution Specialist Tier 3 / Dyson Inc - Chicago, IL 10/2022 - Current Assisted customers with inquiries and complaints, providing timely resolution to customer issues. Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.

Drafted correspondence to customers regarding resolutions of their issues. Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers. Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements. Monitored progress on active resolution efforts and maintained accurate records of activities performed related to each case.

Refunds,returns,order processing, technical issues, fraud investigations, logistics solutions Created reports on the status of outstanding cases and communicated results to management team members. Incoming internal chats from front line agents, resulting in call or chat takeovers KK

SAP/CRM to Salesforce migration

Customer Experience Specialist / Dyson Inc - IL 04/2018 - 10/2022 Developed customer service policies and procedures to ensure optimal customer experience. Provided technical support to customers and troubleshoot their queries. Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries. Collaborated with other departments such as sales, marketing, product development and finance teams for understanding customer needs better.

Identified opportunities for providing additional services or products to existing customers. Maintained records of all interactions with customers in a database system. Participated in cross-functional meetings related to enhancing the overall customer experience. Engaged in conversation with customers to understand needs, resolve issues and answer product questions. Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support. Presented existing and prospective customers with valuable service or product information to aid in decision- making.

Excelled in exceeding daily credit card application goals. Promoted available products and services to customers during service, account management and order calls. Exceeded established service goals while leveraging customer service, sales and employee management best practices.

Increased customer satisfaction ratings 92.5% by effectively answering questions, suggesting effective solutions and resolving issues quickly.

Took special orders in person and over telephone, generating additional revenue every month. Collaborated with sales team members to stay current on inventory levels and resolve item issues. Conferred with customers by telephone or in person to provide information about products or services and take orders.

Strengthened customer retention by offering discount options. Field Service Representative / Lawrence Merchandising - Plymouth, MN 04/2015 - 06/2018 Performed preventative maintenance and repairs on a variety of equipment, including pumps, motors, valves, and other components.

Inspected and tested mechanical products to locate defects or malfunctions. Repaired and maintained production machinery in accordance with manufacturer specifications. Reported customer feedback on products and services to management team. Prepared detailed service reports for each job assignment. Maintained accurate records of all service activities in CRM system. Resolved customer complaints quickly and professionally. Provided on-site training for new employees as required. Monitored inventory levels of parts used in field service operations. Traveled regularly between assigned locations as needed for service calls. Completed scheduled appointments on time to drive quality service. Communicated with distributors to acquire necessary equipment for projects. Merchandising, store resets, expert planograms

97%KPI

Chicago Market Manager / Bomuca International US - San Diego, CA 08/2014 - 08/2015 Developed and implemented marketing plans to increase brand awareness, market share, and customer loyalty. Created and managed budgets for campaigns, promotions, and advertising initiatives. Monitored competitive landscape and identified opportunities for growth. Established relationships with vendors to ensure effective execution of campaigns. Coordinated with internal teams to develop content that resonates with target audiences. Organized events such as trade shows or conferences to promote products and services. Collaborated with creative team members to produce compelling visuals and copy for ads, campaigns. Reviewed progress of ongoing projects and provided feedback where necessary. Developed overall store strategies and tactics to achieve sales and service and operational performance goals. Answered customer questions and addressed problems and complaints in person and via phone. Ordered and controlled flow of inventory to keep store's most in-demand items in stock. Walgreens, Walmart distribution

Maintained aesthetically pleasing displays for entire store to showcase products in appealing way. Created weekly schedule to verify coverage during peak business hours. Resolved customer complaints regarding sales and service. EDUCATION AND TRAINING

High School Diploma 06/1979

Glenbard South High School - Glen Ellyn, IL

License of Cosmetology 04/1979

Tripoli University - Elmhurst, IL

Some College (No Degree)

Aveda Institute - Minneapolis, MN