Service Representative Client Accounts

Kayla Purvis

Duluth, GA ***** 678-***-****

*********@*****.***

PROFESSIONAL EXPERIENCE

Registered Service Representative

World Financial Group

**/**** – Present

• Handle inbound and outbound calls, managing client requests for forms, inquiries and transactions with a 95% issue resolution

rate.

• Monitor and manage client accounts, addressing required actions and resolving moderate to complex issues efficiently.

• Research and resolve client problems using multiple systems, documenting all client interactions thoroughly.

• Meet and exceed individual and team service level expectations.

• Provide timely and compliant solutions to client requests, promoting a positive and professional work environment.

Senior Field Incentives Associate

World Financial Group

04/2022 – 09/2024

• Processed requests and responded to inquiries regarding agent recognition (bonus pools, Watch and Ring earners, Contest

winners).

• Reviewed and resolved field cases related to points, incentives, and platform fees for internal and external customers.

• Performed commission audits, ensured accurate transactions.

• Maintained and updated daily reports on commission transactions and production metrics

• Administered Automated Commission Tables (ACT), synchronizing them with the Field Manual to ensure accuracy.

• Supported system enhancements through testing and feedback, optimizing processes related to points and recruits.

• Produced daily and monthly reports used by executive management, directly impacting strategic decision-making.

• Assisted with yearly audits, contributing to the successful completion of Aegon and PwC reviews.

Licensing Specialist

World Financial Group

07/2019 – 4/2022

• Provided critical support to new insurance agents, facilitating their appointment processes and ensuring compliance within a 5

day turnaround

• Processed and verified documentation, resolving discrepancies and maintaining an average 95% accuracy rate.

• Handled agent inquiries and conducted research, improving licensing efficiency

Commissions Specialist

World Financial Group

04/2018 – 7/2019

• Audited and reconciled daily commission statements and electronic funds transfers totaling over **$X million** monthly.

• Reduced commission discrepancies by **X%** through detailed audits and communication with providers and agents.

• Served as a liaison between departments, ensuring smooth communication and timely resolution of commission issues.

Receptionist

XL Catlin Specialty Insurance

01/2016 – 04/2018

• Managed executive meetings monthly, ensuring 100% on-time scheduling and coordination.

• Provided administrative support, including travel arrangements and expense reporting, increasing operational efficiency

Customer Account Executive

Comcast Cable

01/201 – 12/2015

• Assisted with account-related issues for high-volume customers, achieving a customer satisfaction rate of 90%.

• Contributed to a 30% increase in customer retention by implementing customer-centric solutions.

Administrative Assistant

Yazoo County Regional Correctional Facility

08/2012 – 01/2015

• Streamlined administrative operations by converting paper files to an electronic system, reducing retrieval time

• Assisted in inmate intake/out-take and managed secure information, improving reporting accuracy for monthly meetings

• Secured and maintained the Administration Building

• Supervised/assigned daily tasks to inmates and reported inmates' progress to supervisors

• Key control

• Managed the mail and visitation departments

• Prepared memos for monthly meetings

• Converted paper file system to electronic system, making files accessible online

• Compiled data for monthly reports.

• Provided assistance and information to agency personnel, to public and private agencies.

• Processed offenders from the court into the Department of Corrections.

Employment Support Agent

YAZOO WIN JOB CENTER

01/2009 – 08/2010

• Conducted interviews for job placement and provided support during job fairs, helping to place over 600 candidates annually.

EDUCATION

Capella University

Pursuing a Bachelor’s Degree in Social Services

SKILLS

• Microsoft Office (Excel, Word, PowerPoint)

• Salesforce

• SQL

• Data analysis and auditing

• Commission management

• Report generation and financial reporting

• Customer relationship management

• Excellent communication and writing skills

• Time management and organization

• Conflict resolution and team collaboration

Contact this candidate