Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kayla Small

Summary

Successful and seasoned Insurance Producer that 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 advice, and delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions.

Overview

16
16
years of professional experience

Work History

Rental Property Owner/Landlord

Self-employed
05.2014 - Current
  • Responsible for advertising, showing and leasing of units, including background checks
  • Direct collection of monthly rental fees, and deposits and payment of insurance premiums, mortgage, taxes and incurred operating expenses
  • Maintain records of sales, rental activity, and maintenance and operating costs
  • Put together realistic budgets based upon costs and fees for successfully operating business.
  • Manage upkeep on home, maintenance care, and well-being of renters
  • Employ plumbers, heating guys, electricians, handymen and carpet cleaners when deemed necessary

Licensed Agency Specialist

Dee Heintz Agency
10.2012 - Current
  • Responsible for sustaining and growing the agency's book of business in all lines of insurance.
  • Seek out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
  • Develop and manage relationships with key clients and partners to drive growth.
  • Coordinate and execute marketing campaigns to generate new leads and sales opportunities.
  • Conduct sales and review appointments with prospective and current customers
  • Prepare quotations, process applications, endorsements, renewals, rewrites, cancellations, billing and additional premium notices; along with other administrative support
  • Ensure proper placement of risks by performing frontline underwriting for all new business
  • Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Manage client accounts and make suggestions as to coverage and additional products based on their needs and situations.
  • Collaborate with staff members to enhance customer service experience and exceed team goals
  • Train new personnel regarding company operations, policies and services.

Direct Support Professional

Pride, Inc
11.2012 - 12.2015
  • Assisted disabled clients to support independence and well-being in home and community settings
  • Assisted in household duties, cooking, daily shopping, community activities, etc
  • Administered and logged medications per instructions
  • Responsible for records on daily progress and reported activities

Licensed Customer Service Representative

Alan Hoerner Agency
01.2012 - 10.2012
  • Provided customer service (policy changes, cancellations, etc.), including follow up, document preparation, policy input, filing, mail, and the receipt of premium payments
  • Scheduled sales appointments and reviews with prospects and policy holders, maintained records of all contacts and planned follow-ups as well as confirmed each appointment
  • Performed all receptionist responsibilities including; answering and directing phone calls and greeting customers

Tax Processor/Administrative Assistant

Eide Bailly, LLP
01.2011 - 01.2012
  • Scanned and filed client documents, shipped and received mailing items, maintained supply inventory for tax processing, receptionist duties, prepared documents and boardrooms for meetings
  • Processed and documented tax returns and other government forms for clientele, provided tax information to federal and state governments, created accounting service contracts per customers needs within the company
  • Updated procedural documents, maintained company's client tracking systems and network directories

Administrative Customer Service/Team Lead

Volt, Inc at Microsoft
08.2007 - 12.2010
  • Supervised a team of seven employees including training new staff
  • Pre-screened technical support, route calls, monitored technical queues, trouble shooting, processed orders for the sales team, created surveys for interoffice use, produced newsletters for customers and updated process documents
  • Created contracts intended for support agreements and invoiced customers for sales groups
  • Monitored multiple email boxes, assisted in escalation processes, maintained supply inventory for support organization, updated slide decks and spreadsheets, and compiled information for customer support updates

Education

Associates - Arts & Science

Bismarck State College
Bismarck, ND

Skills

  • Exceptional customer service skills with customers as well as providers
  • Meet and exceed sales goals
  • Excellent oral and written communication skills
  • Proficient in Microsoft Office and data input programs used to collect client information
  • Thorough and meticulous in all paperwork and data entry
  • Ability to work well with all types of social styles
  • Strong analytical and problem-solving skills needed to assist customers
  • Work well independently or as part of a team
  • Ability to learn new concepts quickly and dedicated to continued education

Additional Information

  • North Dakota Insurance Licenses Life & Health Property & Casualty

Timeline

Rental Property Owner/Landlord

Self-employed
05.2014 - Current

Direct Support Professional

Pride, Inc
11.2012 - 12.2015

Licensed Agency Specialist

Dee Heintz Agency
10.2012 - Current

Licensed Customer Service Representative

Alan Hoerner Agency
01.2012 - 10.2012

Tax Processor/Administrative Assistant

Eide Bailly, LLP
01.2011 - 01.2012

Administrative Customer Service/Team Lead

Volt, Inc at Microsoft
08.2007 - 12.2010

Associates - Arts & Science

Bismarck State College

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Kayla Small