Kayla Massey
Frisco,TX
Summary
Dynamic business leader with proven success in operations management, enterprise sales, and program leadership across diverse industries. Skilled in launching strategic initiatives, managing complex logistics, and driving process optimization to achieve measurable results. Experienced in reverse logistics operations, high-volume fulfillment, and cross-functional collaboration to streamline workflows and enhance customer experience. Recognized for building and scaling teams, leading enterprise sales strategies, and leveraging data-driven insights to improve performance. Adept at stakeholder engagement, KPI development, and delivering solutions that align with organizational goals in fast-paced, evolving environments.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Manager, Customer Advocacy
Assurant
, Tx
01.2023 - Current
- Spearheaded the launch and expansion of the Assurant Authorized Reseller Program, including program design, pilot execution, and onboarding of new buyers to strengthen strategic partnerships and drive market growth.
- Directed end-to-end order fulfillment and reverse logistics for high-volume shipments, ensuring accurate packaging, freight coordination, and timely delivery across multiple vendors and distribution centers.
- Designed templates and sent weekly communications to buyers regarding auctions, improving engagement and participation.
- Acted as an intermediary between sales teams to promote the Certified Pre-Owned (CPR) portion of the business, driving increased revenue and awareness.
- Developed and executed NPS survey initiatives for buyers, analyzing feedback and building actionable reports to improve customer experience and inform leadership decisions.
- Collaborated with Sales, Finance, and Distribution teams to streamline workflows, monitor inventory, and resolve operational bottlenecks, reducing turnaround times and improving efficiency.
- Delivered operational performance dashboards and real-time shipment trackers to senior leadership, ensuring visibility into KPIs and compliance metrics.
Sales Manager, Zillow Advisor
Zillow Offers
06.2019 - 12.2022
- Scaled startup department at Zillow Offers, leading sales operations and team development.
- Spearheaded process optimization, achieving over 6% sales conversion increase and top three market recognition.
- Managed 24 direct reports, delivering training and strategic coaching to boost performance.
- Utilized Salesforce to analyze metrics, producing dashboards to guide strategic decisions.
- Coordinated with leadership to design compensation plans aligned with business objectives.
Branch Rental Manager
Enterprise Holdings LLC
05.2015 - 06.2019
- Oversaw branch operations, enhancing process efficiency and driving strategic sales initiatives.
- Developed training programs for staff, resulting in increased customer satisfaction ratings.
- Managed branch finances to ensure accurate budget compliance and resource allocation.
- Contributed to localized marketing strategies to boost community engagement and brand visibility.
Earlier Career
Allstate Insurance, JP Morgan Chase
- Claims Specialist (Allstate Insurance), Bank Teller (JP Morgan Chase)
Education
Bachelor of Arts - Speech Communication
Texas A&M University
Commerce, TX08-2014
Real Estate License
Minnesota Department of Commerce
MinnesotaSkills
- Project management and program launch
- Operations strategy and logistics
- Sales leadership
- Process optimization and improvement
- Cross-functional collaboration
- Customer experience and advocacy
- Data analysis and KPI development
- CRM expertise (Salesforce)
- Inventory and supply chain management
- Stakeholder engagement and communication
- Training and team development
- Change management
Accomplishments
- Hired and developed a team of Zillow Advisors, contributing to a top 3 market ranking.
- Spearheaded a pilot program that improved rep productivity.
- Recognized for building inclusive, high-performance cultures in multiple roles.
Certification
Salesforce | Tableau | Microsoft Excel | Formstack | PowerPoint | Microsoft Office Suite
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager, Customer Advocacy
Assurant
01.2023 - Current
Sales Manager, Zillow Advisor
Zillow Offers
06.2019 - 12.2022
Branch Rental Manager
Enterprise Holdings LLC
05.2015 - 06.2019
Earlier Career
Allstate Insurance, JP Morgan Chase
Bachelor of Arts - Speech Communication
Texas A&M University
Real Estate License
Minnesota Department of Commerce