Jennifer Palmer
San Antonio,Texas
Summary
Dynamic and results-oriented Director of Customer Experience with over 10 years of experience in driving customer-centric initiatives and enhancing overall customer satisfaction. Proven track record in developing and implementing innovative strategies to improve the customer journey, increase retention, and foster loyalty. Expertise in leading cross-functional teams, utilizing data-driven insights to inform decision-making, and aligning customer experience efforts with business objectives. Adept at building strong relationships with stakeholders and championing a customer-first culture within the organization.
Overview
12
12
years of professional experience
Work History
Director of Customer Experience and Software Trainer
ClaimWizard/ Wizard Events
09.2021 - Current
- Developed and implemented comprehensive training programs to enhance team performance and improve the quality of customer interactions resulting in a significant increase in customer satisfaction ratings.
- Spearheaded initiatives to gather and analyze customer feedback using methods such as surveys, focus groups, and direct customer interviews. Leveraged this data to drive substantial improvements in product offerings and service delivery, leading to increased customer retention and positive reviews.
- Assisted in the development of customer support policies and procedures, ensuring consistency and maintaining high standards. This effort resulted in the creation of a comprehensive customer support handbook and standardized protocols, which improved service delivery and reduced resolution times.
- Conducted quarterly customer satisfaction surveys, meticulously analyzing feedback and presenting actionable recommendations to management. These insights highlighted areas for immediate improvement and informed strategic decisions, leading to an increase in overall customer satisfaction scores.
- Contributed to the design and implementation of a new CRM system by collaborating with IT and customer service teams. This project enhanced customer data management and service delivery, providing real-time access to customer information, streamlining workflows, and improving issue resolution rates.
Licensed Insurance Agent and Classroom Trainer
Porch/Elite Insurance Group
01.2020 - 09.2021
- Successfully sold various insurance products, including life, auto, and property insurance, achieving sales targets and increasing client base.
- Provided personalized insurance consultations, assessing client needs and recommending appropriate coverage plans, leading to an increase in client satisfaction.
- Developed and delivered comprehensive training programs for new agents, covering topics such as product knowledge, sales techniques, and customer service skills.
- Mentored and coached new agents, helping them to achieve their sales targets and improve their performance.
Cerner Implementation Trainer and Go Live Consultant
Cerner Consultant
08.2015 - 12.2019
- Conducted comprehensive training sessions for end-users, covering software functionalities, best practices, and troubleshooting techniques.
- Collaborated with clients to understand their specific needs and tailored training programs accordingly, resulting in an increase in user adoption rates.
- Provided on-site and remote support during go-live phases, addressing issues promptly and ensuring minimal disruption to client operations.
Front Office Support and Referral Specialist
Kevin C Lunde, MD - ENT, Hearing & Facial Plastics
04.2019 - 08.2019
- Manage daily front office operations, including greeting patients, scheduling appointments, and handling phone inquiries, ensuring a welcoming and efficient environment.
- Coordinate patient referrals to specialists and external healthcare providers, maintaining accurate and timely documentation.
- Utilize healthcare management systems to update patient records, verify insurance information, and process billing transactions.
Franchise Renovations Supply Coordinator
G6 Hospitality
10.2014 - 08.2015
- Coordinate supply chain activities for franchise renovation projects, ensuring timely procurement and delivery of materials.
- Manage relationships with suppliers and vendors, negotiating contracts and terms to optimize costs and ensure quality.
- Oversee inventory management, maintaining accurate records of stock levels, usage, and replenishment needs.
Personal Lines and Commercial Sales Agent
Allstate Insurance
08.2012 - 07.2014
- Developed and Scheduled appointments for ongoing networking relationships with Real Estate Agents, Mortgage Lenders, Title Companies, Auto Dealers, and surrounding community for prospective leads and a positive community image allowing for more policies sold
- Conducted reviews and quotes based on agency standards and customer needs basis analyst resulting in a leading high sales close rate
- Trained and provided on-boarding for new hires to Allstate brand standards and office workflow meeting business staffing needs.
Education
Des Moines Area Community College
Des Moines, IowaSkills
- Customer Service
- Sales
- Training & Development
- Project Management
- Client Engagement
- Go Live Elbow Support
References
Upon Request
Timeline
Director of Customer Experience and Software Trainer
ClaimWizard/ Wizard Events
09.2021 - Current
Licensed Insurance Agent and Classroom Trainer
Porch/Elite Insurance Group
01.2020 - 09.2021
Front Office Support and Referral Specialist
Kevin C Lunde, MD - ENT, Hearing & Facial Plastics
04.2019 - 08.2019
Cerner Implementation Trainer and Go Live Consultant
Cerner Consultant
08.2015 - 12.2019
Franchise Renovations Supply Coordinator
G6 Hospitality
10.2014 - 08.2015
Personal Lines and Commercial Sales Agent
Allstate Insurance
08.2012 - 07.2014
Des Moines Area Community College
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