Kendra Hays
Richardson,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in auto claims and accounting industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Success Specialist
Brinks Home Security
Dallas, TX
08.2024 - Current
- Provided technical support via phone and chat support systems when needed.
- Educated customers on best practices for using company's products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs, and accurately assist each customer.
Auto Claims Adjuster
State Farm
Richardson, TX
09.2022 - 11.2023
- Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
- Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
- Reduced fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies when necessary.
- Expedited claim settlements by maintaining open lines of communication with all parties involved, fostering trust, and ensuring a smooth process.
- Led multiple Huddles/Meetings for my team weekly
- Consistently exceeding % goals in our section for Establishing Liability
Accounting Assistant
Spruce Holdings Inc
Plano, TX
10.2021 - 04.2022
- Streamlined accounting processes by implementing efficient organizational systems and procedures via Microsoft Excel.
- Assisted in the preparation of monthly financial statements for timely and accurate reporting to management.
- Posted incoming bank wires
Accounting
HomePro Technologies
03.2019 - 10.2021
- Posted payments into Cornerstone; activated billing once security installation was completed; verified signals were being sent in monitoring station; and cancelled accounts on requested date – in monitoring station, billing system, and 3rd party interactive site
- Downloaded and filtered excel sheets for pending and cancellation reports
- Updated any recurring monthly charges; added/deleted equipment; added commissions; updated CC or contact information; submitted past due accounts to 3rd party collection agency.
- Recommended system improvements, accounting for budgetary concerns and performance requirements.
- Assisted with budgeting and accounting of production-related tasks.
Customer Service Rep/Trainer
HomePro Technologies
03.2018 - 03.2019
- Answered inbound calls – assisted customers with: billing/updating payment information, soft tech support, cancellation inquiries, and sent documents
- Outbound calls – returned calls from voicemails left overnight mainly involving the security monitoring/billing; responded to surveys submitted by customers
- Ran reports and downloaded to Excel – filtered sales tracker audit for commissions; responded to support notes sent from Cornerstone Billing
- Created SOPs; trained new hires in all systems; and redid customer service training manual.
Customer Service Advocate
United Healthcare
11.2016 - 11.2017
- Collaborated with doctors regarding prescriptions; educated members on benefits and approved providers/services/medications; refilled prescriptions; handled escalated calls to improve company retention rates
- Assisted customers with Medical Claim look ups; Medicaid/Medicare inquires; sent out ID cards.
Exit Booth Agent (Enterprise/Alamo/National Car Rental)
Enterprise Holdings
05.2015 - 10.2016
- Attached car rentals to customer’s contracts; notated any physical damage
- Up sold additional products: prepaid gas, satellite radio, GPS, or roadside assistance/insurance; Provided directions and great food/entertainment suggestions.
Team Lead/Trainer
Chick Fil A
06.2011 - 05.2015
- Worked both front and back areas – trained cashiers and kitchen staff
- High performance in drive-thru – achieved record sales/numbers
- Provided excellent customer service daily; cleaned; stocked; issued gift cards and coupons; team lead for morning and night shifts
- Operated cash registers/helped countdown drawers/inputted cash into safe.
Education
Nursing
Abilene Christian University
Abilene, TXHigh School Diploma -
J J Pearce High School
Richardson, TXSkills
- Bookkeeping
- Insurance Regulations Knowledge
- Policy Interpretation
- Risk Assessment
- Claims Handling
- Billing
- Customer Service
- Time Management
- Scheduling
- Technical support
- 10-key
Timeline
Customer Success Specialist
Brinks Home Security
08.2024 - Current
Auto Claims Adjuster
State Farm
09.2022 - 11.2023
Accounting Assistant
Spruce Holdings Inc
10.2021 - 04.2022
Accounting
HomePro Technologies
03.2019 - 10.2021
Customer Service Rep/Trainer
HomePro Technologies
03.2018 - 03.2019
Customer Service Advocate
United Healthcare
11.2016 - 11.2017
Exit Booth Agent (Enterprise/Alamo/National Car Rental)
Enterprise Holdings
05.2015 - 10.2016
Team Lead/Trainer
Chick Fil A
06.2011 - 05.2015
Nursing
Abilene Christian University
High School Diploma -
J J Pearce High School
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