Summary
Overview
Work History
Education
Skills
Timeline
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Kendy Martin

Pompano Beach,FL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Currently seeking Bilingual Coach position. Offering excellent communication and good judgment. Willingness to take on added responsibilities to meet team goals.

Overview

4
4
years of professional experience
1
1
year of post-secondary education

Work History

Personal Lines Licensed Senior Advisor

Brightway Insurance
Jacksonville, FL
01.2023 - Current
  • Collaborated with cross-functional teams to develop innovative solutions for complex business challenges, achieving company-wide growth.( I.E. Agent Dasboard Collaboration Team, DocuSign Implementation Team)
  • Mentored junior advisors, fostering professional development and enhancing overall team performance.(Bilingual reps on frontline/phone position).
  • Enhanced client relationships by providing strategic advice and guidance on industry trends and best practices.(Citizens Depopulation, Citizens Flood Requirements & Residency Affirmations, RCEs)
  • Facilitated communication and collaboration between departments to help business function smoothly.(Accounting requests received on Urgent Inbox, insured/carrier follow-ups)
  • Trained new and existing employees on ways improve overall carrier processing skills.(Travelers ID Cards Process in Wiki, American Integrity Forms Process)
  • Evaluated staff performance and provided coaching to address inefficiencies.

Personal Lines Customer Service Representative

Brightway Insurance
Jacksonville, FL
5 2021 - Current
  • Remained impartial in order to advise clients based on circumstances.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Collected premiums on or before effective date of coverage
  • Collaborated with team members to achieve target results.
  • Prepared variety of different written communications and documents.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Updated account information to maintain customer records.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Identified areas in need of improvement and implemented solutions.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence

Administrative Assistant/Special Accounts Coordinator

Fire Ranger
Oakland Park, FL
01.2020 - 03.2021
  • Working in scheduling and dispatch for Land Based and Marine departments as primary role.
  • To schedule appointments with pre-contracted customers for fire and life safety equipment inspections.
  • Coordination of projects/jobs Statewide.
  • Updated various internal reports, collected and compiled data and performed follow-up.
  • Improved office efficiency by implementing color-coded filing system and introducing better-organized workloads.
  • Organized paperwork and explained individual job parameters for each assignment.
  • Assessed regulatory and operational risks for escalation to management.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Scheduled activities for 8 service personnel.

Dispatcher/Coordinator

All American Facility Maintenance
Sunrise, FL
2 2019 - 2 2020
  • Respond to all messages left overnight.
  • Check all email accounts from the night before Prepare daily work and run schedules.
  • Receive or prepare work orders.
  • Enter and dispatch work orders.
  • Schedule and dispatch multiple technicians, in multiple trades to appropriate locations, according to customer requests, specifications, or needs, using text, email and or office telephones.
  • Confer with customers or supervising personnel to address questions, problems, or requests for service calls and part installations.
  • Locate qualifying and recruiting vendors in response to client needs.
  • Arrange for necessary repairs to restore service and schedules.
  • Forecast workload for 2-3 days out if possible.
  • Verifying Field Technicians scheduled time and date of work.
  • Call subcontractors 24 hours after scheduled completion date to verify completion or update status.
  • Closing all service calls in office system when work is complete.
  • Update Client web based portals.
  • Acquire necessary materials in order to fully complete assignments.
  • Answer phones, handle customer issues. Act on all incoming faxes.
  • Relay work orders, messages, or information to or from technicians, supervisors.
  • Enter accurate and complete notes in office system regarding correspondence with Clients and subcontractors.
  • Record and maintain files or records of client requests, work or services performed, charges, expenses, inventory, or other dispatch.
  • Other duties assigned.

Education

Certificate - 20-44 License

Florida Insurance College
Pompano Beach, FL
06.2021 - 07.2022

Certificate - Certified Notary Public

Florida Notary Service
Pompano Beach, FL
03.2021 - 03.2021

GED Diploma -

Florida Dept Education
West Palm Beach, FL
01.2019 - 2019.01

Skills

    Clerical Support

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Timeline

Personal Lines Licensed Senior Advisor

Brightway Insurance
01.2023 - Current

Certificate - 20-44 License

Florida Insurance College
06.2021 - 07.2022

Certificate - Certified Notary Public

Florida Notary Service
03.2021 - 03.2021

Administrative Assistant/Special Accounts Coordinator

Fire Ranger
01.2020 - 03.2021

GED Diploma -

Florida Dept Education
01.2019 - 2019.01

Personal Lines Customer Service Representative

Brightway Insurance
5 2021 - Current

Dispatcher/Coordinator

All American Facility Maintenance
2 2019 - 2 2020

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