Kailey Mckinnon

• Acts as the primary contact for clients, addressing inquiries and enhancing overall client satisfaction.
• Maintains accurate records and organizes office documentation, contributing to streamlined operations.
• Processes accounts payable and receivable while supporting basic bookkeeping functions.

• Conducted innovative training workshops on customer service, escalations, risk management, and banking products, resulting in enhanced new hire readiness and confidence in customer-facing roles.
• Utilized more than 10 internal systems to support training and daily operations, increasing efficiency and improving workflow accuracy across teams.
• Led pilot programs and provided operational feedback, contributing to significantly improved system functionality and stronger alignment with business needs.
• Developed and updated training materials, presentations, and job aids, resulting in increased knowledge retention and improved employee performance.
• Provided personalized coaching and quality assurance feedback to team members, helping maintain compliance standards and improve overall service quality.
• Assisted with escalated customer concerns by identifying effective solutions and ensuring timely resolution, leading to improved customer satisfaction and issue resolution outcomes.
• Innovated processes and procedures for virtual, work-from-home environments, benchmarking remote operations and team management success.

• Addressed customer inquiries and resolved issues related to financial products and services in a fast-paced, high-volume setting resulting in high customer satisfaction scores.

• Identified opportunities to enhance customer experience and demonstrated empathy, contributing to improved service quality.

• Delivered peer-to-peer coaching resulting in increased performance scores and compliance accuracy across the department.

• Exceeded and consistently maintained 97%-100% Quality Assurance (QA) scores while also exceeding performance goals in First Call Resolution, Customer Satisfaction, Average Handle Time, and Accountability.

• Earned nominations for Service Excellence Awards, recognizing contributions to service quality and customer experience