Kayla Howard

Experienced office and customer service professional with a background in dealership administration, insurance coordination, dispatching, and business operations. Skilled at managing paperwork, working directly with customers, handling insurance and title processing, and keeping day-to-day operations running smoothly. Known for being organized, dependable, and able to juggle multiple responsibilities in fast-paced environments.

Insurance Coordinator (Remote) at Family Auto of Easley (2024-01 – Present)

• Review and verify customer insurance policies to ensure they meet lender and contract requirements.
• Use insurance carrier portals to monitor coverage and maintain accurate records.
• Work with customers and insurance companies when vehicles are involved in accidents.
• Submit and manage collateral protection insurance claims for customers who do not maintain required full-coverage insurance.
• Communicate with lenders, insurance providers, and customers to resolve coverage issues and claims efficiently.

Assistant Office Manager at Family Auto of Easley (2023-11 – 2024-01)

• Processed vehicle titles, registrations, and related DMV paperwork.
• Prepared and finalized deal paperwork for vehicle sales.
• Worked directly with the DMV to ensure compliance with state requirements.
• Answered incoming calls, assisted customers, and accepted payments.
• Maintained accurate records and organized dealership documentation.
• Assisted with daily office operations and administrative tasks.

Receptionist / Scheduler / Dispatcher at H2Flow Plumbing (2023-01 – 2023-11)

• Scheduled service appointments and dispatched technicians using ServiceM8.
• Answered customer calls and addressed questions regarding services and scheduling.
• Maintained detailed customer records and job information.
• Processed customer payments and followed up on outstanding invoices.
• Communicated diagnostic findings and service recommendations to customers.
• Helped maintain a high level of customer satisfaction through prompt and professional service.

General Manager (Remote) at AllStar CSR (2019-08 – 2023-01)

• Oversaw daily business operations for a remote customer service company, ensuring smooth workflow and efficient team performance.
• Managed and supervised customer service representatives, providing training, coaching, and ongoing support to maintain high service standards.
• Handled escalated customer concerns and complex issues, working to achieve positive resolutions and maintain client satisfaction.
• Monitored employee performance, attendance, productivity, and quality metrics while implementing strategies for improvement.
• Assisted with hiring, onboarding, and training new team members.
• Coordinated scheduling and workforce management to ensure adequate coverage and operational efficiency.
• Developed and maintained procedures, workflows, and documentation to improve consistency and productivity.
• Managed client communications, addressing concerns, providing updates, and maintaining strong professional relationships.
• Analyzed reports, performance data, and operational metrics to identify trends and opportunities for improvement.
• Utilized multiple home service software platforms, CRM systems, and communication tools to manage operations in a fully remote environment.
• Collaborated with leadership to implement process improvements, increase efficiency, and support company growth.
• Maintained accurate records, reports, and documentation while ensuring compliance with company policies and client requirements.
• Demonstrated strong organizational, leadership, problem-solving, and multitasking abilities while managing multiple priorities in a fast-paced environment.
• Utilized ServiceTitan across multiple companies to schedule appointments, coordinate dispatch operations, and manage service workflows efficiently.
• Utilized Slack for daily team communication, collaboration, announcements, and coordination across a fully remote workforce.

Manager / Delivery Driver at Domino's Pizza (2015-01 – 2019-08)

• Managed customer service issues and daily store operations.
• Processed cash, credit card, and debit card transactions.
• Trained and supported team members during busy shifts.
• Coordinated deliveries and ensured orders were completed accurately and on time.
• Maintained company safety and quality standards.

High School Diploma – Easley High School

Coursework in Mechanical Engineering – Greenville Technical College