Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Work Preference
Work Availability
Kendra Carlson

Kendra Carlson

Nampa,ID
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Offering 10+ years of experience and willingness to take on any challenge.

Overview

13
13
years of professional experience
1
1
Certificate

Work History

Customer Care Account Manager

Pets Best Insurance
02.2020 - Current
  • Managed multiple accounts simultaneously while maintaining exceptional attention to detail and organization skills.
  • Boosted client satisfaction by effectively managing and resolving account issues.
  • Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
  • Increased customer satisfaction by promptly addressing inquiries and resolving issues through phone and email correspondence.
  • Responded to approximately 30+ customer needs through competent customer service and prompt problem-solving daily.

Senior Customer Service Representative /Crew Scheduler

Pets Best Insurance
03.2019 - 02.2020
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Maintained up-to-date knowledge of industry trends and best practices to consistently deliver top-notch customer service.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed approximately 30+ incoming calls, emails, or chats from customers daily.

Customer Retention Specialist

Pets Best Insurance
06.2016 - 03.2019
  • Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
  • Trained junior team members, boosting overall department performance and service quality levels.
  • Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed multiple contacts via 3+ avenues simultaneously each day.

Customer Service Representative

Pets Best Insurance
07.2013 - 06.2016
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Handled approximately 30+ contacts with clients each day.

Customer Care Representative

WDS Global
06.2011 - 06.2013
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Received, responded, and resolved 50+ incoming calls from clients each day.

Education

High School Diploma -

Satellite High School, Liberty, Missouri
11.2007

Skills

  • Organization
  • Analytical Thinking
  • Attention to Detail
  • Computer Literacy
  • Multitasking
  • Insurance Terminology
  • Data Entry
  • Organizing and Prioritizing Work
  • Documentation And Reporting
  • Typing Speed

Accomplishments

  • Achieved multiple recognition awards by completing detail review and resolution for agents with accuracy and efficiency.
  • Achieved reduction in non-payment cancellations by introducing pending cancellation reports and pro-active client outreach.

Certification

  • Property and Casualty Insurance Licensing - United States and United States owned Territories - March 2014 - Present

Timeline

Customer Care Account Manager - Pets Best Insurance
02.2020 - Current
Senior Customer Service Representative /Crew Scheduler - Pets Best Insurance
03.2019 - 02.2020
Customer Retention Specialist - Pets Best Insurance
06.2016 - 03.2019
Customer Service Representative - Pets Best Insurance
07.2013 - 06.2016
Customer Care Representative - WDS Global
06.2011 - 06.2013
Satellite High School - High School Diploma,

Work Preference

Work Type

Full Time

Location Preference

Remote

Important To Me

Company CultureWork-life balanceHealthcare benefitsWork from home option

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Kendra Carlson