Kristen Picard
South Glastonbury,CT
Summary
Detail-oriented insurance professional with experience in customer retention, policy servicing, medical documentation review and high volume client communication. Background includes pet insurance operations and veterinary medicine, providing strong investigative, analytical and customer service skills. Licensed in Property & Casualty insurance in 49 states with California pending. Skilled at handling complex customer concerns, reviewing documentation, and working efficiently in fast-paced enviornments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Retention Specialist
Embrace Pet Insurance
05.2024 - Current
- Handle inbound customer calls regarding policy cancellations, billing concerns, coverage questions and account retention.
- Educate policyholders on insurance coverage, exclusions, deductibles and policy benefits
- Review veterinary history and policy information to assist with acccount resolution
- De-escalate complex customer situations while maintaining professionalism and empathy
- Process policy updates and document customer interactions with strong attention to detail
- Collaborate with internal departments to resolve policy and claims related concerns
- Manage high-volume workloads while maintaining accuracy and customer satisfaction
Outbound Dialer
Embrace Pet Insurance
08.2022 - 05.2024
- Conducted 400+ outbound calls daily to prospective and existing policy holders
- Assisted customers with insurance information, policy questions and transfer coordination
- Maintained detailed and accurate documentation of customer interactions
- Developed strong communication and multi-tasking skills in a fast-paced enviornment
- Built experience handling sensitive customer conversations and resolving objections professionally.
- Assisted claims administrators by staging medical histories for review.
Veterinary Technician
Glastonbury Animal Hospital
Glastonbury, CT
07.2019 - 08.2022
- Assisted veterinarians during examinations and surgical procedures.
- Provided compassionate support to clients during challenging situations with pets.
- Performed physical examinations and diagnostic tests, such as x-rays, ultrasounds, blood work, urinalysis, and fecal analysis.
- Maintained accurate records of all treatment provided to animals including medical history files and vaccination certificates.
- Communicated with clients regarding their pet's health status or progress reports following a procedure or illness diagnosis.
- Obtained relevant health history and information from clients to maintain medical charts.
Veterinary Technician
Fenton River Animal Hospital
Tolland, CT
03.2015 - 07.2019
- Administered vaccinations and medications to diverse animal patients.
- Managed patient records using electronic medical record systems efficiently.
- Monitored vital signs and reported changes to veterinary staff promptly.
- Performed physical examinations and recorded weight, temperature and other vitals.
- Maintained accurate records of all treatment provided to animals including medical history files and vaccination certificates.
- Obtained relevant health history and information from clients to maintain medical charts.
- Determined appropriate dosages of medication based on weight calculations using veterinary scales.
- Reviewed pet records from daily visits and appointments, entering important data into the system.
Skills
- Claims Support & Documentation
- Insurance Policy Knowledge
- Customer Service & De-escalation
- Investigative & Analytical Thinking
- Medical and Veterinary Terminology
- Detailed Record Review
- Multitasking & Time Management
- Conflict Resolution
- Microsoft Office and CRM Systems
- Written & Verbal Communication
Certification
- Property & Casualty Insurance License in 49 States; California license pending.
- Certificate in Veterinary Assisting- Manchester Community College
Timeline
Retention Specialist
Embrace Pet Insurance
05.2024 - Current
Outbound Dialer
Embrace Pet Insurance
08.2022 - 05.2024
Veterinary Technician
Glastonbury Animal Hospital
07.2019 - 08.2022
Veterinary Technician
Fenton River Animal Hospital
03.2015 - 07.2019