Kayla Baltierra
Parrish
Summary
Dynamic Account Manager with a proven track record at USAA, excelling in data analysis and customer service excellence. Skilled in insurance underwriting and risk assessment, I have successfully driven growth initiatives and enhanced client relationships, achieving sales goals consistently while delivering tailored solutions to meet member needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Account Manager
USAA
10.2020 - Current
- Guided military community in securing appropriate specialized insurance policies for financial security.
- Evaluated and underwrote USAA and various carrier applications to align with member needs.
- Identified, measured, supervised, and controlled risks according to compliance policies and procedures.
- Developed analytical insights from large data sets, analyzing state-specific P&L and marketing strategies.
- Responded to financial inquiries from team members using SAS, SQL, Tableau, and R.
- Collaborated with partners to develop insights for completing multi-year state strategy initiatives.
- Analyzed internal data with team members to identify growth opportunities and present key findings.
- Built performance reports using data tools to communicate business results effectively.
Fashion Consultant
Small Business Owner/Fashion Consultant
Colorado Springs
03.2017 - 01.2022
- Helped customers select products that best fit their personal needs
- Offer exceptional sales services to differentiate and promote the company brand
- Balance the needs of multiple customers simultaneously in a fast-paced sales environment
- Process all sales transactions, track sales trends, re-ordering, and manage a sales team
- Manage day-to-day tactical and long-term strategic activities within the business
- Emphasize product features based on the analysis of the customer’s needs
- Answer customer’s questions regarding the products, prices, and availability
- Deliver or ship products to customers in a timely manner
- Receive and process cash and credit card payments for purchases
- Review and approve customer invoices and expense reports
- Manage social media sites
- Account for all incoming and outgoing inventory
Account Manager
Allstate
Colorado Springs
11.2019 - 10.2020
- Licensed Colorado Insurance professional, licensed in Property and Casualty as well as life and health
- Excellent communication and management skills
- Exceptional record for achieving and maintaining sales goals
- Administration and management
- Critical thinking
- Explained the differences in policy specifics so that clients can make an informed decision about their purchases
- Approach clients via cold calling to inquire about their current insurance situations and future needs
- Maintained set goals
- Conducted annual reviews of policies and accounts
Property and Casualty Insurance Professional
USAA
Colorado Springs
02.2015 - 03.2017
- Provided customer service to current and potential policyholders while deepening and retaining relationships with members through their needs and providing solutions through USAA products and services
- In doing so, processed applications for Auto insurance, homeowner’s insurance, renter’s insurance, and valuable personal property in many states including complex states while maintaining sales goals
- Also processed payments, resolved billing issues, processed any corrections needed, explained endorsements, and saved cancelations
- Provided excellent customer service as a specialist
- Proficient in identifying the needs of members/policyholders
- Maintained sales goals and successfully transferred cross sales
- Resolved any issues that members were concerned about
- Trained in complex states
- Promoted from an associate to a specialist
- Worked well as an individual but also as a team player
- Participated in Toastmasters and took charge of updating my team on the developmental professional’s website as well as helped submit ICE ideas for my team
Customer Service Representative/Government Contractor
United Healthcare Military & Veterans
Colorado Springs
06.2014 - 01.2015
- Customer service representative/government contractor responding to complex customer calls in a fast-paced environment
- Helping not only customers but physicians and medical facilities with benefit and eligibility information, billing and payment issues, customer material requests, physician assignments, authorizations for treatment, and claim status
- Provided excellent customer service
- Constantly meet established productivity, scheduled adherence, and quality standards
- Able to navigate multiple programs on the computer while talking on the phone
- Working with CPT codes, medical diagnosis, and medical terminology following HIPPA guidelines
- Obtained a National Secret Level II Security Clearance
- Awarded a certificate for Positive Mental Attitude
Outbound Sales Representative
Time Warner Cable
Colorado Springs
10.2010 - 06.2013
- Started out as an outbound sales representative in a fast-paced competitive call center environment calling customers to upgrade and bundle their cable, internet, home phone, and home security services
- Dealt with sales and retention calls while following TWC policies and procedures, quality standards, and customer needs, and following local, state, and federal regulations
- Also placed outbound calls and took inbound calls for what was called a referral program from different apartment complexes throughout TX and LA to set them up with the appropriate services they needed
- Was knowledgeable about all products and current promotions
- Set up and sold new and existing customers cable, internet, home phone, and home security systems
- Responsible for educating customers on products while providing quality customer service
- Conducted retention calls to inform customers of their expiring promotions
- Entered orders into ACSR database and CSG
- Used online support tools
- Maintained sales goals and contact rates
Education
Bachelor's Degree - Business Administration
Colorado State University Global Campus
04.2025
High School Diploma -
Sand Creek High School
05.2007
Skills
- Data analysis and financial analysis
- Customer service excellence
- Insurance underwriting expertise
- Sales management strategies
- Risk assessment techniques
Certification
- Property and Casualty, Currently Licensed
- Life and Health, Currently Licensed
- Adjuster License, Currently Working On
Timeline
Account Manager
USAA
10.2020 - Current
Account Manager
Allstate
11.2019 - 10.2020
Fashion Consultant
Small Business Owner/Fashion Consultant
03.2017 - 01.2022
Property and Casualty Insurance Professional
USAA
02.2015 - 03.2017
Customer Service Representative/Government Contractor
United Healthcare Military & Veterans
06.2014 - 01.2015
Outbound Sales Representative
Time Warner Cable
10.2010 - 06.2013
Bachelor's Degree - Business Administration
Colorado State University Global Campus
High School Diploma -
Sand Creek High School
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