Kyle Mackie

Handling of all customer messages, inquiries, and equipment warranty claims made to Cabrinha Kites, Dakine Wind, and Adventure Sports USA by all end-consumers, dealers, and distributors globally.

• Improved customer satisfaction through detailed technical support, conflict resolution, interpersonal and problem-solving skills.
• Personally managed product replacements and evaluation / account accreditation to customers, dealers, and distributors globally.
• Delegated tasks to administrative staff to organize and improve company efficiency.
• Trained staff, established and optimized warranty and customer support electronic systems, and ensured compliance with company policy.
• Communicated internally with executives and team leaders regarding warranty policy, cost reduction, liability and risk management, and customer-facing brand messaging.
• Created user manuals for water / wind sports equipment and complex safety mechanisms involving significant to severe risk of injury or worse.
• Determined eligibility for warranty coverage based on customer information, failure modes, and international law.
• Vast knowledge of all products within company's 25-year back catalogue, their known manufacturing defects, fail points, and extreme use cases from personal experience.
• Positioned within the Maui Marketing team office with significant collaboration toward brand imagery, messaging, marketing copy, and product research and development.

• Participation and appearance in annual product catalogue shoots, website and social media video promotions, and advertisements for industry print magazines.
• Expert level knowledge and use of all equipment manufactured by Cabrinha Kites and Dakine Wind.
• Close involvement in R&D testing, feedback, and final products since 2015 prior to official rider contract.
• Exclusive use of Cabrinha and Dakine equipment in free sessions, competition, and promotional materials.
• Social media promotion of self and for each of the brands via personal videography, editing, and sound design experience.

• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
• Helped customers locate products and checked store system for merchandise at other sites.
• Engaged with customers to effectively build rapport and lasting relationships.
• Managed wind and surf rental equipment department, and ensured delivery of retail products and warehouse organization.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Specialization in kite, surf, wing, and hydrofoil technical information to inform customer purchases, and carry out an array of complex sales and repairs.