Summary
Overview
Work History
Education
Skills
Timeline
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Kendra Lund

Orlando,FL

Summary

Dynamic Client Service Manager with a proven track record at Varsity Tutors, enhancing QA scores by 30% through effective team coaching and training. Expert in policy writing and data analysis, I excel in optimizing workflows and driving performance metrics to elevate client experiences and operational efficiency.

Overview

15
15
years of professional experience

Work History

Client Service Manager

Varsity Tutors
03.2022 - Current
  • Coached and developed a team, resulting in a 30% improvement in QA scores for client conversations.
  • Created and implemented daily operations and attendance monitoring processes, increasing client service team answer rates by 12%.
  • Authored a comprehensive Payments and Client Services Guidebook to standardize company policies and procedures.
  • Designed and introduced new operational procedures and policies in previously undefined areas, improving team alignment and consistency.
  • Built and delivered targeted trainings and coaching programs to empower the Client Experience and Payments teams for long-term success.
  • Developed and implemented client experience metrics aligned with company objectives and industry benchmarks.
  • Reengineered workflows and reporting systems to effectively track and measure client experience performance data.

Independent Contractor

Stellar Sourced
03.2018 - 03.2022
  • Source product for across Orlando or from online stores.
  • Communicated with customer to confirm clarity of order, shopped at additional stores if necessary.
  • Packaging and labeling of products into bundles to be listed on Amazon.
  • Boxing and shipping bundles to Amazon
  • Using Shopify and Amazon and FBA E-commerce platforms
  • Sent meticulous and accurate bills to collect payment from customers according to company protocol.

Account Manager

Fellowship Tract League
01.2010 - 01.2020
  • Delivered high-quality, personalized customer service by engaging in clear, consultative conversations to understand client needs and preferences.
  • Assisted clients in selecting the most suitable products based on their requirements, providing knowledgeable recommendations.
  • Maintained proactive communication throughout the order process, confirming selections and resolving any questions or concerns promptly.
  • Managed invoicing and payment collection with precision, following company protocols to ensure smooth and timely transactions.

Education

Bachelors of Youth Education -

Heartland College
Oklahoma City, OK

Skills

  • Client relationship management
  • Quality assurance
  • Team coaching
  • Employee training
  • Data analysis
  • Workflow optimization
  • Performance metrics
  • Policy writing

Timeline

Client Service Manager

Varsity Tutors
03.2022 - Current

Independent Contractor

Stellar Sourced
03.2018 - 03.2022

Account Manager

Fellowship Tract League
01.2010 - 01.2020

Bachelors of Youth Education -

Heartland College

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Kendra Lund