Lindsay Kendall
Lake Havasu City,United States
Summary
Results-driven professional with over 12 years of experience leading customer support teams of 100+ in dynamic start-up environments, complemented by 10 years of clinical nursing experience, fostering a unique ability to think quickly and act decisively. Proven expertise in remote leadership, with comprehensive knowledge of major CRM platforms (Zendesk, Gladly, Gorgias) utilized by customer support teams. Specializes in escalation management and company reputation monitoring, consistently delivering exceptional customer service and operational excellence.
Overview
18
18
years of professional experience
Work History
Sr. Director Virtual Support
Petfolk
01.2022 - 04.2024
- Team Leadership & Development: Spearheaded the hiring, scaling, and training of the customer support team, enhancing onboarding processes to optimize team readiness and performance
- Championed a supportive remote work culture: Facilitating strong team cohesion and high engagement levels across geographically dispersed staff
- CRM Transition & Optimization: Assisted with the strategic transition from Zendesk to Gladly CRM, elevating and enhancing the capabilities of the Virtual Support Team
- Customer Communication Management: Developed and maintained essential communication tools (macros and topics) within our CRM to ensure consistency and efficiency in customer interactions
- Escalation & Reputation Management: Managed all inbound customer escalations organization-wide, including social media, NPS, and direct communications via SMS, chat, and email
- Operational Excellence: Created and managed department SOPs, closely monitored KPIs, team metrics, and maintained exceptional call center SLAs across all communication channels
- Strategic Customer Relations: Managed company-wide membership cancellation processes, including billing escalations, renewals, refunds, Stripe dispute management ensuring a positive customer experience during critical touchpoints
- Culture & Values Integration: Founded and implemented the P.E.T.S core values program across the organization, promoting a culture of empathy and customer advocacy
- Performance Metrics: Achieved industry-leading NPS scores exceeding 90%, demonstrating exceptional customer satisfaction and team effectiveness
- Team Coordination & Integration: Fostered a collaborative environment by working alongside cross-functional teams including IT, Engineering, Marketing, and in-clinic leadership to enhance service
- Technological Advancements: Managed the development and maintenance of a sophisticated CRM IVR system with Zendesk, ensuring streamlined customer service operations prior to transitioning to a new CRM platform.
Director of Consumer Relations
Rightful
10.2020 - 12.2021
- Direct-to-consumer CPG startup with a subscription focus hired to manage the end to end consumer relations management of the subscription model
- Assisted with the launch of seven new products and day to day management
- Ran out of funding pre-series A and company shut down.
Director of Engagement, Product Integrity & Safety
BARK
12.2018 - 03.2020
- Hired as 6th overall employee to kick off the customer support team to then hire and scale to a team of 100+ agents
- Managed Social Media Engagement Team to include: Facebook wall posts, Facebook direct messages, Twitter, Instagram direct messages, Facebook Paid Ad comments
- Handled BARK's BBB reviews in order to maintain an A+ rating
- Handled all escalated customer situations for all BARK brands
- Assisted with development of BARK's Product Integrity & Safety Guide
- Worked with designers on implementation of safety standards on BARK products monthly
- Implemented training, QA, hiring and scaling of the support team.
Senior Manager, Customer Engagement
BARK
12.2017 - 12.2018
Manager, Customer Engagement
BARK
12.2016 - 12.2017
Acute Care Nurse
Havasu Nursing Ctr
05.2011 - 05.2017
- Acute Care, Post-Operative & Palliative Care Nursing.
Customer Engagement & Social Media
BARK
10.2012 - 12.2016
Acute Care Nurse
New Orange Hills Inc.
10.2006 - 02.2011
- Post Operative & Acute Care Rehabilitation Nursing.
Education
Nursing -
Concorde College
01.2006
Skills
- Collaborative Leadership
- Culture Transformation
- Team Management
- Policy Development
- Key Performance Indicators
- Data Analytics
- Practice Operations Management
- Budget Management
- Staff Development
- People Management
- Operations Management
- Crisis Management
- Hiring and Retention
Accomplishments
- Supervised team of 100+ staff members to maintain a 90+ CSAT
- Scaled 3 remote start-ups with best in class customer support teams
- BBB Rating A+ & Company Reputation management
Awards
- Keynote Presenter, 06/01/17, Keynote Presenter for Customer Contact Week Conference in Las Vegas, NV. Spoke on Social Media.
- Customer Experience Innovation Award, 11/01/14
Timeline
Sr. Director Virtual Support
Petfolk
01.2022 - 04.2024
Director of Consumer Relations
Rightful
10.2020 - 12.2021
Director of Engagement, Product Integrity & Safety
BARK
12.2018 - 03.2020
Senior Manager, Customer Engagement
BARK
12.2017 - 12.2018
Manager, Customer Engagement
BARK
12.2016 - 12.2017
Customer Engagement & Social Media
BARK
10.2012 - 12.2016
Acute Care Nurse
Havasu Nursing Ctr
05.2011 - 05.2017
Acute Care Nurse
New Orange Hills Inc.
10.2006 - 02.2011
Nursing -
Concorde College