Kayla Duffy
Kansas City,MO
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
20
20
years of professional experience
Work History
Customer Service Specialist
Tesla Collision Center
04.2024 - Current
- Act as Main Point of Contact for customers, managing expectations and providing updates
- Handle Vehicle Flow Management – Appointment Preparation, scheduling and departures
- Work closely with our Estimating Team to ensure success
- Manage our Onsite Loaner Fleet for upcoming appointments
- Assist in Managing the A/R for our Location
- Assist in Material and Supplies reordering
- I have been writing Preliminary Estimates since January 2025
- Coordinate with our Local Sales and Service Center for mutual customers
- Assist with the Sales Team with delivery and inventory at the end of each quarter
Assistant Manager & Sales Associate
Johnston & Murphy – Oak Park Mall
10.2023 - 10.2024
- Acted as a Brand Ambassador and Delivered World Class Service
- Strived to meet Daily, Weekly and Monthly Sales Goals and Store KPI’s
- Assisted in interviewing, hiring and training new personal with the PRIDE Model
- Supported the Store Manager in daily operations and compliance with company policies
- Assisted in resolving customer issues and ensuring overall satisfaction
- Implemented visual guidelines, maintain the store appearance and performed window changes
General Manager
Hotworx Shawnee
10.2022 - 10.2023
- Grow the member base of the studio through sales, onboarding new members and providing excellent customer service – Membership was increased by 30%
- Performed outreach to the community and create partnerships with local businesses
- Lead and motivate the sales team to achieve personal sales goals and coach as needed – Sales were increased by 39%
- Cultivate a culture that helps members feel and look their best
- Recruit & Interview for new staff positions
- Train all our employees on the “HOTWORX” way of doing things
- Create meaningful events for our members each month with outside vendors
- Maintain the highest standards of cleanliness throughout the studio & provide sauna maintenance
Account Service Manager
BCInsourcing (Overland Park, KS)
01.2022 - 10.2022
- Developed a detailed understanding and in-depth working knowledge of all employer-sponsored benefit plans
- Investigated and resolved benefit-related concerns, including enrollment, deduction, billing, and claims issues
- Support benefit email inbox and contact center, as assigned.
- Act as a liaison between the client’s HR department, employees, BCInsourcing, and benefit carriers.
Contractor – Senior Compliance Analyst
Corestaff (Denver, CO)
11.2020 - 01.2022
- Compliance management process including annual census processing, annual testing, preparation of the IRS Form 5500, uploading contributions, research, communication and presentation of qualified plan administration topics to clients
- Evaluate, document, and test all system changes, developments and enhancements
- Oversaw compliance and consulting service model to a block of business
- Update and maintains accurate records on the Empower Administrative System (EASY)
- Hiring Freeze at Great West (company I was a Contractor for)
Pension Specialist
Wilson McShane Corporation (Kansas City, MO)
05.2018 - 07.2019
- Managed Union Pension Plans – Bricklayers, Carpenters, Painters, Glaziers (Glass Workers)
- Daily activities included fielding calls, processing incoming paperwork, applications for retirement, filing
- Office relocated
Contractor Insurance Specialist/Trainer
Key Bank (Overland Park, KS)
04.2017 - 04.2018
- Trainer for all new Contractors to the Insurance Department
- Lead on the Condo Insurance Team with 2 Contractors under my direction
- Worked on all other sub-teams within the Insurance Department
- Contract ended in April 2018
Teacher/Assistant Manager
Bricks4Kidz (North Kansas City, MO)
11.2015 - 04.2017
- Bricks4kidz is an organization where Teachers go into Elementary Schools before and after school and summer camps to teach them how to build Legos with batteries and motors.
- Assistant Manager duties included correspondence with all participants in our programs, updating website, and other office responsibilities.
- Taught 10 classes a week, 30 hours of Assistant Manager duties and 2-5 events per week (library programs, birthday parties, etc)
Non-Qualified Benefits Specialist
Great West Financial (Overland Park, KS)
04.2014 - 11.2014
- Facilitated all changes for active policies within Kansas City Life holdings through phone requests and the work queue
- Answered phone calls from policy holders and help as best I can
- Multi-tasked and remain focused to give the best possible service
- Worked in a team environment and support my co-workers
Customer Service Specialist
Kansas City Life Insurance Company (Kansas City, MO)
10.2013 - 04.2014
- Facilitated all changes for active policies within Kansas City Life holdings through phone requests and the work queue
- Answered phone calls from policy holders and help as best I can
- Worked in a team environment and support my co-workers
Marketing Finance & Benefits Specialist
05.2008 - 10.2013
- Team Leader for the Annual Enrollment of Non-Qualified Deferred Compensation Plans
- Proficient in Non-Qualified Deferred Compensation matters related to IRS Code 409a
- Administer the Agent Health and Dental plans, Group Life, Long Term Disability and Deferred Compensation plans for the Field Force
- Manage Financed Agent Programs - General Agents and Agents
- Created Procedure Manuals with examples for all aspects of my responsibilities
Senior Administrative Assistant, Field Development
01.2006 - 04.2008
- Team Leader for Life Insurance Awareness Month Campaign for three years
- Implemented tracking system for our New Agency Fast Start Program
- Coordinated Agency Visits - Travel arrangements and materials
- Maintained the budget for Field Development
- Created meaningful reports
Life Insurance Agent
American Income Life (Hammond, IN)
04.2005 - 09.2005
- American Income Life specialized in Whole Life Burial polices for Union Members
- Visited Union Members homes and sold policies
Education
Bachelor’s in Business Administration -
Baker University
12.2008
High School Diploma - undefined
Blue Valley North High School
05.1998
Skills
- Procedural Writing
- Customer service
- Excellent written and oral communication
- Problem resolution
- Customer relationship management
- Project management
- Account management
- Process optimization
- Brand representation
- Staff training
Timeline
Customer Service Specialist
Tesla Collision Center
04.2024 - Current
Assistant Manager & Sales Associate
Johnston & Murphy – Oak Park Mall
10.2023 - 10.2024
General Manager
Hotworx Shawnee
10.2022 - 10.2023
Account Service Manager
BCInsourcing (Overland Park, KS)
01.2022 - 10.2022
Contractor – Senior Compliance Analyst
Corestaff (Denver, CO)
11.2020 - 01.2022
Pension Specialist
Wilson McShane Corporation (Kansas City, MO)
05.2018 - 07.2019
Contractor Insurance Specialist/Trainer
Key Bank (Overland Park, KS)
04.2017 - 04.2018
Teacher/Assistant Manager
Bricks4Kidz (North Kansas City, MO)
11.2015 - 04.2017
Non-Qualified Benefits Specialist
Great West Financial (Overland Park, KS)
04.2014 - 11.2014
Customer Service Specialist
Kansas City Life Insurance Company (Kansas City, MO)
10.2013 - 04.2014
Marketing Finance & Benefits Specialist
05.2008 - 10.2013
Senior Administrative Assistant, Field Development
01.2006 - 04.2008
Life Insurance Agent
American Income Life (Hammond, IN)
04.2005 - 09.2005
High School Diploma - undefined
Blue Valley North High School
Bachelor’s in Business Administration -
Baker University
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