Kayla M. Dunlap M.S.
Client Success Specialist Social Purpose Groups at Penn Foster- Claim this Profile
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Bio
Credentials
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Subskills Online Training
Substitute Teaching Division, STEDI.orgJun, 2017- Oct, 2024 -
Accredited Claims Adjuster- All Lines Adjuster-ACA FL
Polk State CollegeOct, 2016- Oct, 2024 -
Accredited Claims Adjuster- All Lines Adjuster-ACA RI
Polk State CollegeSep, 2016- Oct, 2024 -
Accredited Claims Adjuster-All Lines Adjuster-ACA LA
Polk State CollegeSep, 2016- Oct, 2024 -
Accredited Claims Adjuster- All Lines Adjuster-ACA NM
Polk State CollegeSep, 2016- Oct, 2024 -
Accredited Claims Adjuster- All Lines Adjuster-ACA NC
Polk State CollegeSep, 2016- Oct, 2024
Experience
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Penn Foster Group
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United States
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E-Learning Providers
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500 - 600 Employee
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Client Success Specialist Social Purpose Groups
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Nov 2022 - Present
Ensure timely renewal of existing contracts while maximizing annual contract value and terms Deeply understand client businesses and objectives to drive the relationship – leading the client and internal stakeholders – to agree on the desired outcome and goals, deliver value to learner and clients, and deepen the client relationship Identify, measure, and monitor outcomes. Leverage knowledge and PF expertise to drive continuous outcomes improvement strategically as well as lead the client to full contract utilization. Lead regular business review meetings and ongoing client engagements to demonstrate the value of PF’s offerings and how they align with the customers’ objectives Build consultative relationships with our customers and seek out new strategic contacts within the customer hierarchy Develop product expertise in what clients’ buy and what the corresponding career trajectories are following the training programs we provide Liaise with internal teams to present customer with coordinated services and expertise (e.g., sales, marketing, academics, student support, product) Identify trends within the client base (issues, challenges, needs) and escalate through proper channels to ensure swift resolution and/or proactive communications Gather product feedback to inform development and represent the voice of the customer. Identify opportunities for expansion and surfaces with supervisor for support as needed Ensure all account stakeholders are continually kept abreast of account status though regular status report and/or account calls Show less
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Angel Oak Mortgage Solutions
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United States
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Financial Services
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100 - 200 Employee
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Account Manager
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Apr 2021 - Nov 2022
• Ensures a smooth matriculation through the loan process, by thorough explanation and consistent contact. • Maintaining business relationships with mortgage brokers and correspondents to facilitate the acquisition of a wide variety of residential mortgage loan products and services • Excellent customer service and communication through email, phone and messaging. Efficient and effective use of SalesForce to maintain and update loan account on a daily basis • Unparalleled time management, organization and attention to detail, consistently meeting strict deadlines. Show less
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Speedway LLC
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United States
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Retail
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700 & Above Employee
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District Manager Trainee
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Nov 2019 - Jan 2021
• Implementing merchandising programs, controlling cash and inventory, motivating and promoting teambuilding, and excellent customer service. • Continuous focus on Profit and Loss management including budget planning, maximizing sales, and controlling expenses. • Setting performance goals and objectives while monitoring results with upper management • Encouraging a positive work culture that values diversity and a safe environment for all employees from diverse backgrounds. • Monitor food safety, handling, and etiquette for monthly Quality Assurance evaluations • Ensure target inventory levels through inventory and vendor management • Handled compliance escalation issues promptly, collaborating with leadership to determine appropriate corrective action Excelled in identifying training needs and mapping out development plans for teams and individuals and reporting success to upper management Show less
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Assurant
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United States
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Insurance
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700 & Above Employee
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Mortgage Claims Account Supervisor
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Jun 2017 - Nov 2019
Assist Home owners by researching and resolving loan level inquiries in hazard insurance, mortgage banking and property loss with excellent communication skills Gather details and track the process of the claim based on policy details. Adapted and learned the process of mortgage claims quickly and tested out earlier from training class. Became a liaison for new hires and new personnel on best practices on being successful. Documented customer’s concerns and shows empathy while resolving their issue. Noted claims with strong attention to detail and superior organizational skills. Consistently able to prioritize and manage multiple tasks at once. Shows flexibility to participate in new and upcoming special projects, assume new responsibilities, and adjust priorities as needed. Show less
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Chime Solutions
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United States
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Consumer Services
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300 - 400 Employee
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Quality Assurance Team Manager
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Jun 2016 - Jun 2017
Analyzes/audits service emails, voice clips, traffic systems, screen capture and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the call center. Provides structured and timely recommendations; verbal and/or written feedback and liaison with Operations Manager and call center leadership. Performs mock calls with a team of 50 CSR’s to determine readiness for moving into support. Develops and conducts targeted group coaching sessions for analysts that address service quality deficiencies and opportunities for improvement. Expertise to assess existing practices and procedures for process improvement opportunities with all call center teams. Used call center tools to gather data and analyze trends or patterns affecting quality. Prepare reports for the team and leadership to provide strategy for trends or company improvements. Collaborated with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Lead 3 successful training classes to influence positive trends and implement strong customer service and communication skills. Consistently willing to relinquish and take on new duties as needed for the department including assisting with escalated customer calls. Show less
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State Farm
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United States
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Insurance
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700 & Above Employee
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Express Claims Adjuster
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Nov 2016 - May 2017
• Successfully completed the required training programs and licensing for the position. • Maintained and scored for licensing as an Accredited Claims Adjuster for the following States: Florida, Rhode Island, Louisiana, New Mexico, North Carolina. • Effortlessly exercises good decision-making skills to review SPI and other information needed to resolve and complete claims.• Issue payments and solve problems to ensure a seamless transaction for each customer• Provide a remarkable customer experience each and every transaction and interaction.• Consistently works in a collaborative team setting while still individually maintaining quality standards. Show less
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Initial Loss Reporting Associate
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Nov 2015 - Nov 2016
• Handled inbound calls in a fast-paced environment to take loss reports ensuring prompt routing and detailed information to the appropriate claim handler. While providing a remarkable customer experience.• Communicated with customers in a courteous manner using approved scripts via phone or written correspondence provided by management. • Excelled in merit reviews that were conducted annually.
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Education
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2008 - 2013
Alabama State University
Bachelor's Degree, Communications and Media Studies -
2015 - 2016
Full Sail University
Master of Science (M.S.), Business Administration and Management, General ONLINE -
2007 - 2008
Lithonia High School
High School Diplomia, College/University Preparatory and Advanced High School/Secondary Diploma Program
Community
