Kala O'Neal
Saint Paul,MN
Summary
Dynamic professional with extensive experience at State Farm Insurance, excelling in client relationship management and sales strategy. Proven track record in revenue growth and operational efficiency, leveraging strong communication and problem-solving skills to enhance customer satisfaction. Adept at training teams and implementing process improvements to drive success.
Overview
34
34
years of professional experience
Work History
Manger detailer
Luther Cadillac
Vadnais heights , Minnesota
04.2015 - Current
- Oversaw daily operations to ensure efficient workflow and service delivery.
- Managed staff schedules to optimize coverage based on business needs.
- Facilitated training sessions to enhance team skills and knowledge retention.
- Implemented inventory management practices to maintain optimal stock levels.
- Coordinated with suppliers for timely delivery of products and services.
- Resolved customer inquiries promptly to uphold high satisfaction levels.
- Developed operational procedures to streamline processes and boost efficiency.
- Collaborated with management on strategic planning for growth opportunities.
Agent Assistant
American Family Insurance
Vadnais Heights, Minnesota
12.2023 - 01.2025
- Responsibility-sales, commercial line account, help with claims, services policy
- Assisted agents with client inquiries and policy information.
- Managed appointment scheduling for client meetings and consultations.
- Prepared and processed insurance applications and documentation.
- Coordinated communication between clients and underwriters efficiently.
- Maintained organized digital files for all active policies and claims.
- Supported marketing initiatives by distributing promotional materials to clients.
- Trained new staff on administrative procedures and office software systems.
- Responded to customer inquiries via telephone and email.
Account Manager
State Farm Insurance
Savage, Minnesota
12.2022 - 11.2023
- Responsibility-sales, help with claims, services policy, retention
- Managed client relationships and maintained accurate account records.
- Developed insurance policy recommendations based on client needs and preferences.
- Coordinated claims processing and followed up on outstanding issues.
- Analyzed market trends to inform product offerings and client strategies.
- Conducted regular client reviews to ensure satisfaction and address concerns.
- Implemented process improvements to enhance efficiency in account management tasks.
- Managed multiple accounts simultaneously while meeting deadlines.
- Resolved customer complaints in a timely manner.
- Developed strategies to increase revenue from existing accounts.
- Renewed existing accounts by building relationships with clients.
- Analyzed client data and identified opportunities for growth.
Account Representative
State Farm Insurance
North St Paul, Minnesota
02.2018 - 10.2022
- Responsibility-Sale, commercial line account, help with claims, services policy
- Managed client accounts and addressed inquiries with professionalism and care.
- Facilitated claims processing to ensure timely resolutions for policyholders.
- Educated clients on insurance products and services to enhance understanding.
- Collaborated with team members to streamline administrative workflows effectively.
- Maintained accurate records of client interactions and policy changes consistently.
- Conducted regular follow-ups with clients to ensure satisfaction and retention.
- Resolved customer complaints in a timely manner.
- Served as primary contact and support for maintaining account information and opening and closing accounts.
- Responded quickly to customer inquiries via phone or email.
- Generated new business through cold-calling prospective clients.
- Managed accounts receivable including collections from delinquent accounts.
Sale
Allstate Insurance
Burnsville, Minnesota
04.2017 - 11.2017
- Responsibility-Sale
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Agency
Country Financial Insurance
Eagan, Minnesota
04.2016 - 04.2017
- Responsibility- Sale, commercial line accounts, help with claims, services policy
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Sale
Farmer Insurance
St Louis Park, Minnesota
09.2013 - 09.2015
- Responsibility- Sale
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Shift Manager
Choice Auto Rental
Bloomington, Minnesota
09.2013 - 07.2014
- Responsibility- leasing agreement, managing fleet
- Supervised daily operations in a fast-paced auto rental environment.
- Managed staff schedules to ensure adequate coverage and service levels.
- Trained new employees on company policies and customer service standards.
- Oversaw vehicle inventory management and maintenance scheduling processes.
- Coordinated customer reservations and assisted with rental agreements.
- Handled customer inquiries and resolved issues efficiently and professionally.
- Implemented safety protocols for staff and vehicle operations consistently.
- Collaborated with management to improve operational workflows and efficiency.
- Helped employees accomplish tasks during peak periods.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Coached employees on interactions with customers to drive exceptional service.
Resident Manager Maintenance
Cedar Management
Minneapolis, Minnesota
10.2010 - 09.2013
- Responsibility-lease agreement, maintenance, evicting tenants
- Managed daily operations and resident services at Cedar Management properties.
- Oversaw maintenance requests and coordinated timely repairs for residents.
- Facilitated communication between residents and management to address concerns.
- Implemented property policies to ensure a safe living environment for all residents.
- Trained new staff on operational procedures and customer service standards.
- Conducted regular property inspections to maintain standards and appearance.
- Maintained accurate records of resident interactions and service requests.
- Provided customer service and responded to tenant inquiries regarding maintenance, rent payments, or other issues.
- Collected rent from tenants in a timely manner and tracked late payments accordingly.
- Conducted regular property inspections and reported any necessary repairs or improvements.
- Maintained accurate records of all rental agreements, leases, and tenant information.
- Developed and enforced policies to ensure the safety of tenants and compliance with local laws.
- Drafted legal documents such as eviction notices in accordance with applicable laws.
- Identified cost-saving opportunities for owners while maintaining high standards of living for residents.
Resident Care Giver
Damar Service
Greenwood, Indiana
09.2009 - 04.2010
- Responsibility-special needs caregiver
- Assisted residents with daily living activities and personal care needs.
- Monitored resident health and reported changes to healthcare professionals.
- Maintained a clean and safe environment for all residents.
- Supported recreational activities to enhance resident engagement and well-being.
- Documented resident care procedures and observations accurately.
- Collaborated with team members to develop personalized care plans.
- Educated families on caregiving practices and resident needs.
- Performed light housekeeping duties for residents including laundry, bed making, and meal preparation.
- Administered medications according to prescribed guidelines and monitored side effects.
Service Agent
Thrifty Car Rental
Bloomington, Minnesota
09.1998 - 04.2010
- Responsibility- rental agreement
- Assisted customers with vehicle rentals and returns efficiently.
- Provided excellent customer service and resolved inquiries promptly.
- Maintained cleanliness and organization of rental vehicles.
- Processed rental agreements using company software systems accurately.
- Coordinated vehicle maintenance and repairs with service teams effectively.
- Handled payment transactions securely and efficiently at the counter.
- Educated customers on rental policies and procedures clearly.
- Collaborated with team members to optimize daily operations smoothly.
- Provided accurate information regarding product specifications and pricing.
- Ensured compliance with safety regulations in the workplace.
- Performed administrative duties such as data entry, filing, and record keeping.
- Operated point of sale systems for transactions such as sales, refunds, discounts.
- Trained new employees on customer service protocols and cash register operations.
- Maintained composure, resilience and flexibility during stressful periods and tight deadlines.
- Engaged with customers to offer product and service solutions and education on terms and features.
Resident Manager Maintenance
Tab Property
St Paul, Minnesota
07.2005 - 07.2007
- Responsibility- lease agreement, maintenance
- Oversaw maintenance requests and coordinated timely repairs for residents.
- Facilitated communication between residents and management to address concerns.
- Implemented property policies to ensure a safe living environment for all residents.
- Conducted regular property inspections to maintain standards and appearance.
- Maintained accurate records of resident interactions and service requests.
- Collected rent from tenants in a timely manner and tracked late payments accordingly.
- Conducted regular property inspections and reported any necessary repairs or improvements.
- Developed and enforced policies to ensure the safety of tenants and compliance with local laws.
- Identified cost-saving opportunities for owners while maintaining high standards of living for residents.
Manger
The Quest Night
Minneapolis, Minnesota
06.1992 - 04.2002
- Responsibility- overseeing staff, marketing, scheduling, booking act
- Led team meetings to align staff on operational goals and objectives.
- Developed training programs to enhance employee skills and performance.
- Implemented process improvements to streamline daily operations and workflows.
- Managed inventory control systems to ensure adequate stock levels.
- Coordinated scheduling of staff to optimize resource allocation and efficiency.
- Oversaw compliance with safety regulations and company policies during operations.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Education
Minnesota Insurance License Producer Certification - Property, Casualty, Life and Health
Kaplan Financial
MNSkills
- Supporting International sale
- Teamwork
- Client Meetings
- Time Management
- Checking Quotes
- Outbound Telephone Marketing
- Coordinating
- Document
- Acquiring New Customers
- Researching Sales Leads
- Managing Advertising Packages
- Business Strategies
- Overcoming Objections
- Sales Solutions
- Assistant with claim
- Client Relationship Management
- Customer Satisfaction
- Product and Service Sale
- Community Involvement
- Cold calling Skills
- Prioritizing Workflows
- New Account Creation
- Statement Billings
- Market Goals and Performance
- Verbal and Written Communication
- Revenue Growth
- Payment Collecting
- Managing Multiple Tasks
- Documentation
- Issue Resolution
- Account Servicing
- Commercial line account
- Maintenance
- Customer relationship management
- Claims processing
- Sales strategy
- Data analysis
- Team leadership
- Time management
- Operational efficiency
- Process improvement
- Conflict resolution
- Effective communication
- Staff training
- Strategic planning
- Performance monitoring
- Problem solving
- Business development
- Goal setting
- Documentation and reporting
- Key performance indicators
- Verbal and written communication
- Financial records oversight
- Project planning
- Performance management
- Marketing
- Complex Problem-solving
- Risk management
Professional Summary - Skills
- Supporting International sale
- Teamwork
- Client Meetings
- Time Management
- Checking Quotes
- Outbound Telephone Marketing
- Coordinating Document
- Acquiring New Customers
- Researching Sales Leads
- Managing Advertising Packages
- Business Strategies
- Overcoming Objections
- Sales Solutions
- Assistant with claim
- Client Relationship Management
- Customer Satisfaction
- Product and Service Sale
- Community Involvement
- Cold calling Skills
- Prioritizing Workflows
- New Account Creation
- Statement Billings
- Market Goals and Performance
- Verbal and Written Communication
- Revenue Growth
- Payment Collecting
- Managing Multiple Tasks
- Documentation
- Issue Resolution
- Account Servicing
Timeline
Agent Assistant
American Family Insurance
12.2023 - 01.2025
Account Manager
State Farm Insurance
12.2022 - 11.2023
Account Representative
State Farm Insurance
02.2018 - 10.2022
Sale
Allstate Insurance
04.2017 - 11.2017
Agency
Country Financial Insurance
04.2016 - 04.2017
Manger detailer
Luther Cadillac
04.2015 - Current
Sale
Farmer Insurance
09.2013 - 09.2015
Shift Manager
Choice Auto Rental
09.2013 - 07.2014
Resident Manager Maintenance
Cedar Management
10.2010 - 09.2013
Resident Care Giver
Damar Service
09.2009 - 04.2010
Resident Manager Maintenance
Tab Property
07.2005 - 07.2007
Service Agent
Thrifty Car Rental
09.1998 - 04.2010
Manger
The Quest Night
06.1992 - 04.2002
Minnesota Insurance License Producer Certification - Property, Casualty, Life and Health
Kaplan Financial