KRISTEN WALKER
Grapeland,TX
Summary
Customer Care & Account Operations Professional skilled in end-to-end distributor management, inventory coordination, and issue resolution across U.S. Territories. Expert at serving as the primary liaison for cross-departmental escalations-rapidly resolving shipping, billing, and production hurdles. Proficient in SAP, CC360, Genesys, and iDone, with a strong focus on data accuracy, process optimization, and reliable fulfillment.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Customer Success Manager
MERCK
Dallas, TX
12.2021 - Current
- CURRENT EMPLOYER: MERCK DECEMBER 2021-NOW
- Manage distributor accounts within assigned U.S territory, delivering exceptional customer care and ensuring timely order processing, issue resolution and fulfillment. Serve as a primary point of contact for escalated customer inquiries, collaborating with internal departments to resolve billing discrepancies, shipping delays, and production issues. Utilize SAP, iDone, Genesys, CC360, Corviest, and Outlook to manage order life cycles, escalations, and ensure accurate communication across teams. Contribute to process improvements and data integrity efforts by working with master data systems to maintain accurate customer and product information. Support inventory coordination by proactively identifying and resolving fulfillment or stock-related delays.
OFFICE MANAGER & SALES REPRESENTATIVE
STEVENS FLOORING AND DESIGN
STEPHENVILLE, TEXAS
01.2020 - 12.2021
- Manage all incoming customer sales whether it be walk in or call in or orders and requests
- Manage installers and contractors, schedule jobs and ensure highest customer service expectations are being met
- Maintain office and floor cleanliness and appearance, set up new product displays
- Analyze customer needs and preferences and assist in selecting products that best fit their wants and needs
- Assist in payroll checks for installers and contractors for jobs completed
- Organize warehouse to ensure fast customer service and delivery options
LICENSED INSURANCE AGENT
BC INSURANCE AGENCY
STEPHENVILLE, TEXAS
11.2019 - 01.2021
- Generate sales leads through community marketing, walk-in traffic and incoming potential customer calls
- Identify customer needs through basic conversations and needs analysis, provide insurance solutions based on needs
- Cross sell and up sale new business and existing customers with other products or lines of insurance that meet their needs and goals
- Frequently participated in training based on various companies new practices and coverage developments
OFFICE REPRESENTATIVE & LICENSED INSURANCE AGENT
STATE FARM INSURANCE COMPANIES
WACO AND STEPHENVILLE, TEXAS
01.2017 - 11.2019
- Created sources for continuous client referrals within community and with businesses using marketing and creating personal relationships
- Approached potential clients by using direct marketing techniques, including mailings and phone contacts
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
- Upsold additional products and services to new business and existing customers after identifying specific customer needs
- Worked with clients to ensure they had proper insurance for auto, home, life, health, etc.
- Identified specific customer needs by having simple conversations to uncover concerns, wants and goals, sold products to solve their needs
- Consistently met sale quotas for individual and office requirements and increased sales each month continously building report with customers for future sale opportunities
Education
BUSINESS ADMINISTRATION AND MANAGEMENT
RANGER COLLEGE & MCC
STEPHENVILLE, TEXASHIGH SCHOOL DIPLOMA - undefined
CHINA SPRING HIGH SCHOOL
CHINA SPRING, TEXASSkills
- Possesses excellent communication, organizational and problem-solving skills
- Well-versed in industry trends
- Excellent working with other individuals and customers to reach a common goal
- Multitasking to manage and prioritize work in a fast-paced environment
- Consistent top rated sales performance
- Proven track record of meeting and exceeding sales quotas
- Work well in high stress, fast paced environments
- Detail oriented
- Team player
- Client need analysis
- Account management
- Highly driven and motivated individual
Certification
GENERAL LINES INSURANCE AGENT – LIFE, ACCIDENT, HEALTH AND HMO, PROPERTY AND CASUALTY INSURANCE, STATE OF TEXAS ; LICENSE # 2021945
Section name
- PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST
Timeline
Customer Success Manager
MERCK
12.2021 - Current
OFFICE MANAGER & SALES REPRESENTATIVE
STEVENS FLOORING AND DESIGN
01.2020 - 12.2021
LICENSED INSURANCE AGENT
BC INSURANCE AGENCY
11.2019 - 01.2021
OFFICE REPRESENTATIVE & LICENSED INSURANCE AGENT
STATE FARM INSURANCE COMPANIES
01.2017 - 11.2019
HIGH SCHOOL DIPLOMA - undefined
CHINA SPRING HIGH SCHOOL
BUSINESS ADMINISTRATION AND MANAGEMENT
RANGER COLLEGE & MCC