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 -
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 TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceHealthcare benefitsWork from home optionWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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