KAYLA HENDERSON
McKinney,TX
Summary
Successful and seasoned insurance agent with expertise in providing wide range of high-quality insurance solutions. Possesses deep knowledge of insurance industry with extensive experience assessing customer risk and providing tailored solutions to meet needs. Adept at building trust with clients, providing guidance and financial advice, and delivering outstanding service.
To employ learned skills, long term, within a company utilizing Administrative and licensed Skills With a reputable track record of providing exceptional customer service in fast-paced environments. Seeking to offer keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated and seek to perform effectively independent or team-based. Whichever best suits the company . Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Claims Agent
State Farm
07.2023 - Current
- Improved claim resolution rates by thoroughly investigating subrogation claims and gathering relevant evidence.
- Collaborated with teammates to identify trends in claim data, developing strategies to improve overall recovery efforts.
- Expedited claim processing by maintaining organized files and diligently tracking ongoing cases.
- Reduced cycle times for subrogation claims by consistently meeting or exceeding established performance metrics.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
Receptionist/Administrative Assistant
Wrightson Johnson Haddan And Williams
06.2021 - 07.2023
- Data entry in office and from home: creating spreadsheets and documents to reflect companies numbers for every 30 day periods along with inclusion of needed reports
- Assistant: assistance with accounts receivables department to report companies profits, losses, taxes and accounts payable
- Customer service: answering phones to communicate and assist with current/future clients and provide needed information
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service
- Completed forms, reports, logs and records to quickly handle all documentation for human resources
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
Hotel Night Manager
Hampton by Hilton/Homewood Suites
12.2021 - 06.2022
- Oversaw and managed environment of hotel as overnight manager
- Ensuring that guest were still tended to and properly cared for during their stay
- Also in charge of completing night audit and properly changing out tapes for next day
- Supervised team of 5 front desk agents and helped to resolve issues arising during shifts
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes
- Increased customer service ratings through personable service.
CSRI-Team Lead
Assurant
12.2019 - 06.2021
- Frontline agent, answering phones to help customers with filing insurance claims for their devices in order to send in replacements
- Also assist with making demographic changes to existing claims, taking payments for devices, assisting with mail travel, and rerouting misrouted customers to appropriate departments
- After being with Assurant for 1 year, promoted to Team lead which furthered responsibilities assisting colleagues in taking better and efficient phone calls, Q/A's and escalation calls
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
Associate Degree in Applied Science: Paralegal studies -
Colin County Community College District
Frisco, TX03.2024
Skills
- 10-key proficiency
- Communications (3 years)
- Microsoft office
- Phone Etiquette
- Administrative Experience
- Data Entry
- Office management
- Multi-line phone systems
- Typing
Certification
- Texas property and casualty license
- Texas life, accident, health, and HMO license
- General lines insurance agent
References
Available upon request.
Timeline
Claims Agent
State Farm
07.2023 - Current
Hotel Night Manager
Hampton by Hilton/Homewood Suites
12.2021 - 06.2022
Receptionist/Administrative Assistant
Wrightson Johnson Haddan And Williams
06.2021 - 07.2023
CSRI-Team Lead
Assurant
12.2019 - 06.2021
Associate Degree in Applied Science: Paralegal studies -
Colin County Community College District
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