Kayla Purvis
Duluth
Summary
Friendly and efficient professional devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in addressing diverse issues.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Registered Service Representative
Transamerica
09.2024 - Current
- Manage inbound and outbound client communications regarding retirement plans, achieving a 95% first-contact resolution rate.
- Research and resolve account issues using multiple systems, ensuring compliance and accuracy.
- Document client interactions thoroughly to support compliance and continuous improvement.
- Consistently meet and exceed service level agreements, fostering customer satisfaction.
Project Coordinator (formerly Senior Field Incentives Associate)
Transamerica
04.2022 - 09.2024
- Oversaw field incentives, commission audits, and reporting, supporting over 1,000 agents nationwide.
- Produced daily and monthly reports used by senior leadership, directly influencing strategic decisions.
- Supported system enhancements with testing and feedback, improving operational efficiency.
- Collaborated cross-functionally to resolve field cases, ensuring accurate incentive payouts.
Licensing Specialist
Transamerica
07.2019 - 04.2022
- Facilitated agent onboarding and appointment processes, achieving a 5-day turnaround for compliance approval.
- Resolved documentation discrepancies, maintaining a 90%+ accuracy rate in licensing data.
- Improved licensing efficiency by enhancing research and resolution procedures.
Commissions Specialist
Transamerica
04.2018 - 07.2019
- Reconciled $30M+ in monthly commission statements and electronic fund transfers.
- Reduced commission discrepancies through detailed audits and provider/agent communication.
- Acted as a liaison across departments, ensuring accurate and timely resolution of commission issues.
Receptionist
XL Catlin Specialty Insurance
01.2016 - 04.2018
- Coordinated executive meetings and travel logistics, ensuring seamless operations.
- Provided administrative support, including scheduling, expense reporting, and data entry.
Customer Account Executive
Comcast Cable
01.2015 - 12.2015
- Resolved customer account issues, achieving an 85% satisfaction rate.
- Contributed to a 30% increase in customer retention by implementing customer-first solutions.
Administrative Assistant
Yazoo County Regional Correctional Facility
08.2012 - 01.2015
- Streamlined administrative operations by digitizing paper files, reducing retrieval time.
- Managed inmate intake/out-take and secure information, improving reporting accuracy.
- Supervised daily inmate tasks, prepared monthly reports, and supported facility operations.
Employment Support Agent
Yazoo WIN Job Center
01.2009 - 08.2010
- Conducted job placement interviews and supported job fairs, helping place 600+ candidates annually.
- Managed data entry and candidate records, ensuring accuracy and compliance.
Education
Bachelor's Degree - Psychology
Capella University
04.2023 - 04.2026
Skills
- Client Relationship Management
- Project Coordination
- Financial Operations
- Data Analysis
- Auditing
- Commission Management
- Licensing
- Compliance
- Reporting
- Metrics
- Issue Resolution
- Problem Solving
- Salesforce CRM
- Microsoft Office Suite
- Excel
- Word
- PowerPoint
- SQL
- Communication
- Collaboration
- DocuSign
- Chorus SS&C
- Chorus AI
- Paris3
Timeline
Registered Service Representative
Transamerica
09.2024 - Current
Bachelor's Degree - Psychology
Capella University
04.2023 - 04.2026
Project Coordinator (formerly Senior Field Incentives Associate)
Transamerica
04.2022 - 09.2024
Licensing Specialist
Transamerica
07.2019 - 04.2022
Commissions Specialist
Transamerica
04.2018 - 07.2019
Receptionist
XL Catlin Specialty Insurance
01.2016 - 04.2018
Customer Account Executive
Comcast Cable
01.2015 - 12.2015
Administrative Assistant
Yazoo County Regional Correctional Facility
08.2012 - 01.2015
Employment Support Agent
Yazoo WIN Job Center
01.2009 - 08.2010