Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kayli Ross

Kayli Ross

CX Specialist
Cheney,WA

Summary

Dynamic CX Specialist at Hims Inc. with proven expertise in high-level escalations and customer relations. Recognized for exceeding KPIs and enhancing agent efficiency during major product launches. Proficient in Microsoft Office and Omnichannel Software and skilled in problem-solving, delivering empathetic support while ensuring compliance with HIPAA standards.

Overview

9
9
years of professional experience
1
1
Certification

Work History

CX Specialist

Hims Inc.
01.2023 - Current
  • Collaborated with cross-functional teams to achieve project goals on time.
  • Provide multi-channel support via email, chat, and secure messaging using Omnichannel Software (including Zendesk), delivering accurate, empathetic, and timely responses.
  • Serve as floor support and assist with onboarding and training of new hires, including hosting shadow sessions and providing agent feedback.
  • Manage high-level medical, BBB, and legal escalations (Trustpilot, Better Business Bureau), ensuring compliance, discretion, and customer satisfaction.
  • Successfully maintain and exceed KPIs; recognized for strong performance in productivity, quality, and resolution rates.
  • Collaborated on several major product and process launches:
    Medical Record Launch, Novocare Launch, and Macro Rebuild Project – enhanced agent efficiency in patient communication.
  • Temporarily assumed leadership duties during management absences.
  • Experience with handling confidential medical records in compliance with HIPAA standards.

Medical Assistant

Spokane Cardiology
07.2021 - 01.2023
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
  • Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
  • Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
  • Collected and documented patient medical information such as blood pressure and weight.

Front Office Assistant

Cheney Veterinary Clinic
01.2017 - 10.2019
  • Enhanced customer satisfaction by promptly addressing inquiries and concerns.
  • Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
  • Reviewed and updated customer information in database for accuracy.
  • Completed patient check-in processes by verifying insurance and submitting forms to providers.

Education

Business

Linn-Benton Community College
Albany, OR
05.2001 -

GED -

Medical Lake High School
Medical Lake, WA
05.2001 -

Skills

Proficient in High Level Escalations

Certification

HIPPA Certified

Timeline

HIPPA Certified

01-2025

CX Specialist

Hims Inc.
01.2023 - Current

Medical Assistant

Spokane Cardiology
07.2021 - 01.2023

Front Office Assistant

Cheney Veterinary Clinic
01.2017 - 10.2019

Business

Linn-Benton Community College
05.2001 -

GED -

Medical Lake High School
05.2001 -

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