Kaylie McKinniss

I currently manage and resolve complex customer issues by handling escalations from initial contact to resolution. I also partner with the Legal department to resolve customer concerns proactively, helping to prevent potential legal issues. As a team lead, I oversee a group of Resolution Specialists, providing guidance and support to ensure exceptional customer service. I continuously improve service processes to enhance efficiency and satisfaction, and have developed Standard Operating Procedures to maintain consistent, high-quality operations. I collaborate with Sales, Product Development, and Technical Support to resolve issues and provide feedback. Additionally, I manage social media platforms, addressing customer inquiries and concerns promptly.

At Casper, I delivered exceptional customer service by promptly addressing inquiries and concerns across phone, email, and Salesforce. I provided detailed product information, personalized recommendations, and supported customers in making informed purchasing decisions. Additionally, I managed high-value sales for VIP clients, ensuring a seamless experience.

At Bambee, I assisted clients with HR services and compliance, providing tailored solutions using my expertise in conflict resolution, onboarding, and HR regulations. I resolved technical issues, such as login and platform functionality, to ensure a smooth user experience. I collaborated with the sales team to identify upselling and cross-selling opportunities. Additionally, I maintained accurate records of customer interactions for efficient follow-up.