Kayla Massey
Assurant
Frisco
1
Certification
11
years of professional experience
Results-driven, servant leader with a proven ability to build and scale teams, drive strategic initiatives, and deliver measurable business outcomes by aligning cross-functional efforts, optimizing processes, and leveraging data insights to exceed sales targets and project goals in dynamic environments. Guided by the principle of “lifting as we climb,” I foster growth and empowerment within my teams while achieving organizational success.
Work History
Earlier Career
- Claims Specialist (Allstate Insurance), Bank Teller (JP Morgan Chase)
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Customer Success Manager
6 Months- Managed 47 accounts, net worth 5.28M
- Managed customer onboarding, guiding clients through implementation and system adoption.
- Built trusted client relationships through regular check-ins and proactive communication.
- Monitored account health, identifying risks and coordinating retention actions.
- Resolved support inquiries, escalating technical issues to maintain service continuity.
- Updated CRM records, ensuring accurate documentation of customer activity and requests.
- Collaborated with internal teams to align solutions with client needs and timelines.
- Trained customers on platform features, improving product usage and user confidence.
Manager, Customer Advocacy
3 Years 9 Months- Spearheaded launch and expansion of Assurant Authorized Reseller Program, enhancing strategic partnerships.
- Directed order fulfillment and reverse logistics for high-volume shipments, optimizing vendor coordination.
- Developed NPS survey initiatives, analyzing feedback to generate actionable reports for leadership decisions.
- Directed end-to-end order fulfillment and reverse logistics for high-volume shipments across multiple vendors.
- Developed NPS survey initiatives, analyzing feedback to create actionable insights for leadership.
- Collaborated with sales, finance, and distribution teams to streamline workflows, eliminating operational bottlenecks.
- Designed communication templates and sent weekly updates to buyers, increasing engagement in auctions.
- Represented Assurant at trade shows, enhancing brand visibility and networking opportunities.
Sales Manager, Zillow Advisor
3 Years 7 Months- Scaled startup department at Zillow Offers, enhancing sales operations and developing high-performing team.
- Managed 24 direct reports, delivering training and strategic coaching to boost performance.
- Managed 24 direct reports, providing training and strategic coaching to elevate sales performance.
- Utilized Salesforce to analyze metrics, producing dashboards to guide strategic decisions.
- Coordinated with leadership to design compensation plans that supported business objectives and motivated team.
Branch Rental Manager
4 Years- Oversaw branch operations, enhancing process efficiency and supporting strategic sales initiatives.
- Developed training programs for staff, improving customer satisfaction ratings.
- Developed training programs for staff, resulting in increased customer satisfaction ratings.
- Contributed to localized marketing strategies, increasing community engagement and brand visibility.
Education
Bachelor of Arts - Speech Communication
- Real Estate License
Skills
Customer relationship management
CRM expertise (Salesforce)
Customer advocacy
Client onboarding
Project management
Process improvement
Process optimization
Vendor coordination
Data analysis and KPI development
Cross-functional collaboration
Stakeholder engagement
Training and team development
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 | Churn Zero | Intercom |Pandadoc
Timeline
Customer Success Manager
CINC Systems
04.2026 - CurrentRead More
Manager, Customer Advocacy
Assurant
01.2023 - CurrentRead More
Sales Manager, Zillow Advisor
Zillow Offers
05.2019 - 12.2022Read More
Branch Rental Manager
Enterprise Holdings LLC
05.2015 - 05.2019Read More
Minnesota Department of Commerce
from Real Estate License
Read More
Earlier Career
Allstate Insurance, JP Morgan Chase
Read More
East Texas State University
Bachelor of Arts from Speech Communication
Read More
Education & Certifications
other