Kelly Miles
Louisville,KY
Summary
Specializing in enhancing the agent experience through strategic communication, process optimization, and modernized solutions. A dynamic and creative problem solver with a passion for agile learning. Expertise lies in creating efficient and consistent processes, driving project management and pace, and fostering a positive team culture through relationship building.
Overview
2025
2025
years of professional experience
Work History
Senior Administrative Assistant - Auto Underwriting
State Farm Insurance
- Provided operational and administrative support, ensuring smooth execution of underwriting processes and contributing to team efficiency
Customer Service Manager - Walmart
- Managed customer service operations, focusing on communication strategies and process improvements to ensure high levels of customer satisfaction
Technology Analyst - Personal Lines Modernization
State Farm Insurance
06.2024 - Current
- Strategic Execution: Using data-driven insights and analysis of agent feedback and current experience, I prioritize enhancements that will have immediate impact on the agent and customer experience while purchasing at State Farm. Example: Currently I am leading the design of Pay for Policy change at the time of change. This effort will impact the 1000s of policy change transactions per week experience by giving agents and customers more payment options at the time of the change
- Process Improvement: Leading process creation and efficiencies across Channel Performance through a Matrix Model. The Matrix Model fosters a culture of continuous improvement. For instance, I development a Technology Enhancement Checklist which standardizes procedures for Go to Market and Technology Analysts when an enhancement implements allowing a seamless experience to execute tactics for leadership and agents to digest. Additionally, the checklist serves as an invaluable resource for onboarding new team members.
- Mentorship & Leadership: currently mentoring four peers and two leaders. Providing guidance on professional growth and ensuring consistent alignment with strategic goals and their personal goals
Agent Experience Analyst - Billing and Payments Modernization
State Farm Insurance
09.2021 - 06.2024
- Go to Market Execution: Customized brand message to capture agent interest and drive engagement on Hub Articles, State Farm Answers, Agent Resource site and Feedback and Enhancement pages.
- Technology Modernization: Developed testing and validation with Agent Advisory Group to ensure seamless daily agent workflow integration. Led efforts like Estimated Next Bill, which benefited over 5 million customers in showing their next three bills
- Strategic Execution & Advocacy: Led the execution and go to market tactics of over 100 system enhancements within the Billing and Payments MOD. One example - BPUI refresh, this UI receives over 1M users per month and the modernized updates were immediately realized for agents
Senior Agency Field Specialist
State Farm Insurance
08.2007 - 09.2021
- Provided hands-on support to ensure agents fully utilized tools such as Salesforce CRM, driving adoption in the #1 territory within the VPA area
- Streamlined operational processes in 50+ agencies in the territory, driving improvements in efficiency and agent satisfaction. Small improvements in the daily use of simple conversation, ECRM and data analysis gave agents a process to structure their day
- Facilitated communication and collaboration between VPA, field leaders and agents to simplify corporate communications, tactics and rollouts to digest and implement in to their office processes
- Developed and conducted customized training programs for agents to improve their skills and performance.
- Monitored agent performance metrics, providing timely feedback and coaching to drive continuous improvement.
Education
Bachelor of Science - Marketing Management
Siena College
Loudonville, NYSkills
- Go to Market Execution
- Cross-Functional Collaboration
- Process Improvement & Optimization
- Project Management & Planning
- End-User Empathy & Data-Driven Analysis
- User Experience (UX) & Design
- Product Discovery & Requirements Gathering
- Stakeholder Engagement & Relationship Building
- Negotiation & Conflict Resolution
- Executive support experience
Timeline
Technology Analyst - Personal Lines Modernization
State Farm Insurance
06.2024 - Current
Agent Experience Analyst - Billing and Payments Modernization
State Farm Insurance
09.2021 - 06.2024
Senior Agency Field Specialist
State Farm Insurance
08.2007 - 09.2021
Senior Administrative Assistant - Auto Underwriting
State Farm Insurance
Customer Service Manager - Walmart
Bachelor of Science - Marketing Management
Siena College
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