Katrina Jennings
Customer Success & Operations Professional
Fort Worth
Summary
Customer service and administrative professional with 20 years of experience in insurance, client relations and office coordination. Skilled in scheduling, problem-solving, multitasking and supporting day-to-day operations in fast-paced environments.
Proven ability to manage client needs, maintain accurate records and deliver organized, high-quality service. Seeking opportunities in Customer Success, Client Services, Operations or Project Coordination.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Farmers Insurance
02.2017 - 05.2026
- Supported agency operations in a fully remote environment by independently managing day-to-day client service activities, ensuring continuity of service and timely resolution of client needs.
- Served as primary point of contact for clients, managing policy changes, billing inquiries, claims support and document requests while coordinating follow-ups, tracking requirements, and ensuring timely completion of account servicing tasks.
- Utilized CRM and agency management systems to maintain accurate client records, document interactions, track service requests and improve efficiency across daily operations.
- Assisted clients through the claims process by gathering information, coordinating documentation and monitoring claim progress to ensure timely communication and resolution.
Private Figure Skating Coach
Nytex Sports Centre
10.2023 - Current
- Managed scheduling and communication for 20+ students and families, coordinating lesson times, training schedules and competition preparation.
- Built and maintained strong client relationships through clear communication and progress updates while developing and adjusting customized training plans based on individual goals and performance assessments to support long-term engagement and retention.
- Coordinated competition preparation activities including registration deadlines, testing requirements, scheduling and communication with families and rink staff.
- Led private and group instruction in a fast-paced environment, balancing multiple priorities while maintaining a strong focus on safety, organization and customer experience.
Support Administrator
Andreini & Co.
01.2014 - 01.2015
- Supported onboarding and administrative processes for new hires, ensuring accurate and timely entry of employee data into internal systems.
- Produced weekly and monthly performance reports and employee scorecards for leadership, supporting operational decision-making, compliance tracking,and audit preparation while ensuring accuracy of all documentation.
- Coordinated scheduling and logistics for meetings, training sessions and conference room resources across multiple departments.
- Assisted leadership with day-to-day operational support, contributing to workflow organization and internal process efficiency.
Customer Service Representative
Commercial Coverage
01.2012 - 01.2013
- Prepared, reviewed and processed certificates of insurance, policy changes and endorsements for lenders and additional insureds ensuring accuracy, compliance and timely turnaround in accordance with carrier requirements.
- Managed end-to-end claims support by coordinating documentation, maintaining clear and empathetic communication and assisting clients through resolution.
- Supported day-to-day client service operations by tracking requests, prioritizing tasks and ensuring timely follow-through on outstanding policy actions.
- Maintained detailed and accurate records within agency systems, contributing to organized workflows and efficient service delivery.
Community Concierge
Avalon At Mission Bay
01.2011 - 01.2012
- Acted as primary point of contact for residents and guests, managing high-volume inbound communications, triaging requests and resolving access issues, service requests and complaints while ensuring timely resolution and a positive customer experience.
- Coordinated scheduling and service logistics for residents, including transportation requests, move-in/move-out coordination and amenity access management.
- Monitored building operations including guest access and parking compliance while providing daily problem-solving support in a fast-paced environment, ensuring adherence to safety protocols and community guidelines and maintaining smooth operational flow and customer satisfaction.
Customer Service Representative
State Farm Insurance
01.2009 - 01.2011
- Managed high-volume inbound client communications, scheduling appointments and providing timely, professional support to policyholders.
- Delivered end-to-end insurance service support across auto, life and property policies, handling client inquiries, account maintenance, claims intake and documentation updates while coordinating certificates of insurance for lenders and third parties with accuracy, compliance and timely delivery.
- Monitored billing activity and followed up on outstanding payments and required documents to maintain active policies and support account continuity.
Education
High School Diploma -
Aragon High School
San Mateo, CA2006
Skills
Client communication
Detail-oriented
Scheduling coordination
Documentation management
Customer relationship management
Problem-solving
Websites
Certification
Fire & Casualty, California Department of Insurance (2009)
Timeline
Private Figure Skating Coach
Nytex Sports Centre
10.2023 - Current
Customer Service Representative
Farmers Insurance
02.2017 - 05.2026
Support Administrator
Andreini & Co.
01.2014 - 01.2015
Customer Service Representative
Commercial Coverage
01.2012 - 01.2013
Community Concierge
Avalon At Mission Bay
01.2011 - 01.2012
Customer Service Representative
State Farm Insurance
01.2009 - 01.2011
High School Diploma -
Aragon High School