Tayla Simmons
Kansas City,MO
Summary
Results-driven Leader experienced in streamlining operations to enhance organizational efficiency and reduce costs. Achieved impactful outcomes through independent decision-making and proactive problem-solving skills. Focused on optimizing processes and driving team success in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Client Relations Specialist
Williams Financial Group LLC
Kansas City, MO
08.2026 - Current
- Managed client communications, resolving inquiries with accuracy and professionalism.
- Coordinated service follow-ups to support timely client needs and retention.
- Maintained detailed account records, ensuring compliance with internal procedures.
- Reviewed financial documentation for completeness before routing to appropriate teams.
- Strengthened client relationships through responsive, consistent account support.
- Collaborated with advisors and operations staff to streamline issue resolution.
- Tracked pending requests in CRM systems to maintain workflow visibility.
- Prepared client status updates, supporting informed decision-making and service continuity.
- Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
- Consistently met or exceeded performance metrics by prioritizing tasks effectively and maintaining a strong focus on achieving results.
- Logged call information and solutions provided into internal database.
- Championed process improvements by analyzing workflows, recommending changes, and monitoring results postimplementation.
- Built strong relationships with clients through effective communication and consistent followup.
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
- Facilitated successful contract negotiations, securing profitable deals for both the company and its clients.
- Maximized revenue potential by identifying areas for improvement within existing client contracts and service agreements.
- Resolved complex client issues through diligent research and collaboration with internal resources.
- Conducted regular reviews of client accounts, identifying opportunities for upselling or additional support services.
- Managed customer relations on an ongoing basis to maximize customer retention.
- Made customers aware of current and new programs and services.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
Customer Experience Representative
EMC National Life
Des Moines, IA
10.2023 - 08.2026
- Responded to customer inquiries and resolved issues efficiently.
- Ensured customer satisfaction by responding to queries quickly and accurately.
- Collaborated with team members to develop customer service strategies that address customer needs.
- Resolved policy customer complaints and issues promptly, ensuring a positive resolution.
- Identified opportunities to increase sales by suggesting additional products or services that may be beneficial for the customer's needs.
- Maintained up-to-date knowledge of insurance products and services.
- Provided customer service through live chat, email and phone support.
- Resolved escalated calls from customers while demonstrating professionalism and empathy to ensure positive experiences.
- Collaborated with team members to enhance customer service strategies.
- Participated in team meetings to discuss service improvements and feedback.
- Coordinated with other departments to ensure customer requests were addressed promptly.
- Demonstrated excellent problem solving skills when resolving complex customer issues.
- Provided training and support to new representatives on procedures.
- Created detailed reports regarding customer interactions as well as any trends or suggestions for improvement.
- Compiled detailed reports on customer interactions, identifying trends and suggesting actionable improvements.
- Managed customer service databases, ensuring accurate and up-to-date information.
- Performed administrative tasks such as data entry, filing documents, scheduling appointments.
- Collaborated with marketing team on campaigns designed to enhance customer engagement.
- Generated and sent appropriate service requested documents such as beneficiary change, ownership change, withdrawals, surrenders.
- Reviewed policy information such as product types, policy provisions and tax qualification codes
- Resolved policyholder inquiries regarding coverage, billing, and claims with accurate, timely service.
- Processed account updates, beneficiary changes, and policy transactions using insurance service systems.
- Resolved policyholder inquiries regarding billing, coverage, and service requests with accurate, timely support.
- Processed policy changes, endorsements, and account updates while maintaining strict compliance with insurance procedures.
- Documented interactions in customer service systems to support accurate account histories and follow-up actions.
- Trained new representatives on call handling standards, policy administration, and service quality expectations.
- Maintained professionalism during escalated conversations, preserving customer trust and supporting retention efforts.
- Collaborated with cross-functional teams to ensure seamless customer experience throughout all touchpoints.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Educated customers about billing, payment processing and support policies and procedures.
Account Executive
Innovation Refunds
West Des Moines, IA
11.2022 - 05.2023
- Handle Escalation issues regarding IRS letters and other IRS related issues to taxes
- Followed up with clients monthly to provide updates on refund statuses.
- Helping clients understand and walk them through the process
- Working with our tax partners to provide the best service we can
- Providing information on how their business qualifies for the Employee Retention Tax Credit.
- Taking payments over the phone with acct and routing number, along with setting up ACH payments
- Reviewing checks and providing payment options, ACH, wire transfers, cashier's checks and debit card payments.
- Taking payments over the phone with account and routing number, along with setting up ACH payments
- Doing other work requested by management.
- Completing projects with deadlines and exceeding expectations
- Do other work requested by management.
- Prospected qualified business owners for ERC eligibility using CRM pipeline management.
- Conducted discovery calls to assess payroll data, operations history, and refund potential.
- Qualified inbound leads and matched prospects with ERC eligibility criteria.
- Educated business owners on refund process, documentation requirements, and next steps.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
Annuity Analyst
Sammons Financial Group
West Des Moines, IA
02.2020 - 09.2022
- Process Annuity and life insurance applications
- Review Agent submitted Applications for accuracy.
- Assist Agent with account information and NIGO requirements.
- Provide status updates on annuity and Life applications
- Advise of any licensing errors for agents
- Help agents with processing of documents via firelight or Anydoc processing.
- Allocated funds to customer accounts during application processing. if Cash is with App.
- Work with suitability to make sure the process is correct and complete
- Make sure we are following the state and federal regulations regarding our accounts.
- Developed dashboards and reports to improve visibility into key business trends.
- Reconciled datasets across systems to ensure accuracy in operational and regulatory reports.
- Analyzed financial data to support reporting, forecasting, and management decision-making.
- Generated reports detailing findings and recommendations.
- Optimized operational efficiency by redesigning workflow processes.
Licensed Insurance Agent
Mercer
08.2018 - 02.2020
- Answered questions regarding HRA, Medicare, and Medicaid to guide clients effectively.
- Schedule and conduct enrollment consultations
- Provided clients with necessary information as requested.
- Assisted retirees in identifying affordable coverage options tailored to their needs.
- Working with sales to meet company goals
- Addressed customer inquiries to provide clear answers.
- Advised members on health and Medicare plan options using consultative selling techniques.
- Guided enrollment submissions, verifying eligibility and completeness for accurate processing.
- Managed inbound calls, delivering timely support for policy changes and benefits inquiries.
- Documented client interactions in CRM systems to ensure clear handoffs and audit readiness.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
Suitability Rep
Athene
03.2016 - 07.2018
- Analyze the finances of Annuity applications to make sure the product is suitable for the client
- Email out to the client and producer for correction/Clarification
- Work on the item that is NIGO
- Call out to the clients to offer clarification on the product if needed
- Work with Compliance to make sure we are meeting the state regulations for sales and company guidelines
- Reach out to New Business Processing for updated information
- Gathered information and performed research to inform project outcomes.
- Decline Applications if the product would not be good for client's financial Situation
- Provided information on required minimum distribution for retirees to ensure compliance and understanding
- Resolved complex customer inquiries across policy servicing, account updates, and transaction support.
- Interpreted annuity procedures to ensure accurate application of contract terms and service requests.
- Documented case activity in CRM systems to maintain complete, compliant customer records.
- Maintained strict adherence to regulatory requirements, documentation standards, and client confidentiality.
- Identified recurring process gaps and recommended workflow improvements for faster response times.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
Patient Experience Specialist
Iowa Ortho
08.2014 - 01.2016
- Collected payments from patients, ensuring accurate processing and financial record-keeping.
- Collect payments from patients.
- Check in/out patients
- Register new patients.
- Confirm appointments and follow-up with patients as needed.
- Always maintain HIPAA compliance.
- Scheduled appointments and conducted patient follow-ups.
- Maintained HIPAA compliance to protect patient confidentiality and uphold regulatory standards.
- Assisted the doctor in providing prescriptions to patients.
- Assisted the doctor in providing referrals.
- Provided support to doctor and staff to enhance workflow.
- Review and resolve rejected claims and payments
- Correct insurance codes for payments
- Filed insurance claims
- Auditing, medical billing
- Managed filing of insurance claims to maintain accurate records.
- Processing FMLA/STD forms for Work Comp or for personal use
- Opening and Closing clinic.
- Executed clinic opening and closing tasks to maintain operations..
- Receive phone calls.
- Attending company meetings
- Resolved patient concerns and service issues using empathetic communication and timely follow-up.
- Coordinated appointment workflows, ensuring accurate scheduling, registration, and visit preparation.
- Collaborated with front desk and clinical teams to streamline communication and reduce patient friction.
- Supported billing and authorization questions by guiding patients to appropriate internal resources.
- Reduced patient complaints by promptly addressing concerns and resolving issues.
- Analyzed data related to patient satisfaction surveys, identifying trends and opportunities for improvement in various aspects of care delivery within the organization.
- Answered incoming calls, scheduled appointments and filed medical records.
Education
Medical Billing And Coding -
DeVry University
Online08-2027
High School - undefined
Roosevelt High School
Des Moines, IowaSkills
- Customer Service
- Claims processing
- Customer relations
- Data Management
- Order fulfillment
- Medical Scheduling
- Documentation review
- Transactional processing
- Clerical support
- Operating Systems
- Product knowledge
- Verbal and written communication
- Inquiry response
- Account Review
- Call center operations
- Customer relations
- Client Documentation
- Financial Software
- Team collaboration
- Customer relations
- Problem solving/Escalation
- Problem resolution
- Calm under pressure
- High-energy attitude
- Customer needs assessments
- Quality assurance
- Self motivation
- Microsoft Office
- Professional demeanor
- Active listening
- Conflict resolution
- Professional conduct
- Self-starter
- Software navigation
- Software proficiency
- Account updates
- Inquiry resolution
- Creative problem solving
- Problem-solving aptitude
- Cash management
- Microsoft Office
- Active listening
- Innovative solutions
Personal Information
Title: ACCOUNT EXECUTIVE / CUSTOMER SERVICE REP / INSURANCE AGENT
Timeline
Client Relations Specialist
Williams Financial Group LLC
08.2026 - Current
Customer Experience Representative
EMC National Life
10.2023 - 08.2026
Account Executive
Innovation Refunds
11.2022 - 05.2023
Annuity Analyst
Sammons Financial Group
02.2020 - 09.2022
Licensed Insurance Agent
Mercer
08.2018 - 02.2020
Suitability Rep
Athene
03.2016 - 07.2018
Patient Experience Specialist
Iowa Ortho
08.2014 - 01.2016
High School - undefined
Roosevelt High School
Medical Billing And Coding -
DeVry University