Kayla Yager
Athens,IL
Summary
Dynamic professional with a proven track record at Horace Mann Insurance, excelling in customer relationship management and sales strategy development. Demonstrated ability to enhance customer satisfaction and expand client bases through effective team leadership and problem-solving skills. Achieved significant improvements in process efficiency and customer service metrics, showcasing a blend of reliability and excellent communication.
Overview
21
21
years of professional experience
Work History
HMGA Sales Support Specialist
Horace Mann Insurance
12.2021 - Current
- Assisted customers with sales needs..
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Assisted in the development of custom solutions for clients'' unique needs through active participation in brainstorming sessions.
- Facilitated a smooth onboarding experience for new hires within the department by conducting training sessions on company products/services information systems.
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Contact Center Representative-Life & Retirement
Horace Mann Insurance
12.2019 - 12.2021
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
Contact Center Representative - P&C
Horace Mann Insurance
12.2018 - 12.2020
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
Department Manager
Gordmans
04.2004 - 12.2018
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Managed projects efficiently from inception to completion ensuring timely delivery within budget constraints.
Education
Business Administration And Management
SNHU
New HampshireSkills
- Customer relationship management
- Sales strategy development
- Customer needs assessment
- Complaint resolution
- Account servicing
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Excellent communication
- Customer satisfaction
- Team leadership
- Self motivation
Timeline
HMGA Sales Support Specialist
Horace Mann Insurance
12.2021 - Current
Contact Center Representative-Life & Retirement
Horace Mann Insurance
12.2019 - 12.2021
Contact Center Representative - P&C
Horace Mann Insurance
12.2018 - 12.2020
Department Manager
Gordmans
04.2004 - 12.2018
Business Administration And Management
SNHU
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