KAYLA VANORMER
Meriden,CT
Summary
Administrative and operations professional with 10+ years of experience in high-volume, deadline-driven environments. Dependable, adaptable, and quick to learn, with a strong record of taking on new responsibilities and consistently producing accurate, high-quality work. Known for working independently, maintaining high standards under pressure, taking ownership of responsibilities and outcomes, and using feedback and experience to continually improve.
Overview
14
14
years of professional experience
Work History
Guest Relations Specialist
Amy Capital LLC OBO Black Angus Steakhouse
Remote
01.2026 - Current
- Independently managed high-volume guest inquiries for all Black Angus Steakhouse locations received via phone, email, and online submissions from intake through resolution.
- Resolved technical issues for guest accounts, mobile apps, websites, and gift cards; collaborated with management and marketing teams.
- Resolved and de-escalated guest complaints through active listening and solution-focused communication, balancing guest satisfaction with company policies and standards.
- Documented and tracked open cases, follow-ups, escalations, and outcomes to maintain accurate records and facilitate prompt resolution of guest issues.
- Facilitated communication between departments for liability concerns, gathering and routing relevant information to management, ownership, and insurance representatives.
Administrative & Operations Assistant
Plaza Service Center Inc.
Wallingford, CT
02.2025 - Current
- Coordinated high-volume towing, transportation, recovery, and service requests from intake through completion, including estimates, dispatch, scheduling, payments, and follow-up.
- Analyzed complex DMV and regulatory documents to develop clear internal SOPs and customer-facing materials that translated legal requirements into practical workflows.
- Prepared and submitted highly regulated legal forms and supporting documentation to government entities for review and approval.
- Reviewed legal documentation for police-ordered tow releases, ensuring compliance with procedural requirements.
- Tracked fleet registrations, insurance, DOT inspections, and service records in detailed Excel logs, ensuring compliance with deadlines and accurate documentation.
- Managed high-volume communications across customers, drivers, managers, and service personnel while maintaining organized records.
Claims Administrative Assistant
The Parmer Group - EAIC & RWC
Harrisburg, PA
06.2023 - 10.2024
- Conducted liability analysis for insurance and warranty submissions, reviewing police reports, media, policies, and supporting documentation to assess claims accurately.
- Coordinated with claimants, providers, adjusters, inspectors, and internal teams; scheduled appraisals and inspections and coordinated payments, towing, and total-loss activities.
- Performed liability analysis for insurance and warranty submissions by reviewing police reports, media, policies, and supporting documentation.
- Researched state-specific regulations and policy requirements, drafted denial correspondence, and organized records in AS400, InfiWar, Laserfiche, Excel, Word, Google Workspace, and Adobe to ensure compliance and accessibility.
- Under the Parmer Group, worked as a Warranty Assistant for Residential Warrant Company (RWC) and Claims Administrative Assistant for Eastern Atlantic Insurance Company (EAIC).
Problem Solver / Trainer
Amazon Warehouse
Lewisberry, PA
01.2017 - 06.2023
- Developed and delivered classroom and hands-on employee training, created onboarding documentation, and managed system permissions to enhance new employee integration.
- Resolved inventory and workflow discrepancies by identifying root causes and correcting system issues, preventing shipment delays in a high-volume environment.
- Prioritized high-urgency shipments and coordinated corrective action to meet same-day operational deadlines.
Customer Service Representative
Capital Blue Cross
Harrisburg, PA
01.2016 - 12.2017
- Managed high-volume member and provider inquiries involving benefits, eligibility, billing, and claim denials while researching account issues, documenting activity, and coordinating resolution.
Server/Greeter
LongHorn Steakhouse
01.2015 - 01.2016
Sales Representative
F.Y.E.
01.2013 - 01.2015
Education
High School Diploma -
East Pennsboro Area High School
Enola, PA05-2014
Coursework - Professional Writing
Kutztown University
Kutztown, PASkills
- Operations support
- Case & Workflow Tracking
- Records management
- Legal & Regulatory Document Review
- Legal compliance
- Conflict Resolution
- Technical Troubleshooting
- Training & Onboarding
- SOP Development
- Accounts Payable/Receivable
SYSTEMS
- Microsoft Office
- Google Workspace
- Adobe Acrobat
- AS400
- Laserfiche
- InTow
- Mitchell
- Square
- Canva
Timeline
Guest Relations Specialist
Amy Capital LLC OBO Black Angus Steakhouse
01.2026 - Current
Administrative & Operations Assistant
Plaza Service Center Inc.
02.2025 - Current
Claims Administrative Assistant
The Parmer Group - EAIC & RWC
06.2023 - 10.2024
Problem Solver / Trainer
Amazon Warehouse
01.2017 - 06.2023
Customer Service Representative
Capital Blue Cross
01.2016 - 12.2017
Server/Greeter
LongHorn Steakhouse
01.2015 - 01.2016
Sales Representative
F.Y.E.
01.2013 - 01.2015
High School Diploma -
East Pennsboro Area High School
Coursework - Professional Writing
Kutztown University