Kayla Cotton
About Kayla Cotton
Kayla Cotton is a Call Center Supervisor at Asurion with a background in customer service and GIS analysis.
Title and Current Role
Kayla Cotton serves as a Call Center Supervisor at Asurion, a role she has held since 2013. She is also currently working as a Customer Service Representative for Asurion, a position she started in 2011, based in Nashville.
Professional Background
Kayla Cotton has accumulated diverse experience throughout her career. She began as an Intern at HCA Physician Services from 2004 to 2006. Following this, she worked as a Greeter at Dollar Rent a Car at BNA Airport from 2005 to 2010. From 2010 to 2011, she served as a GIS Analyst at Wiser Company. Since 2011, she has been with Asurion in various capacities.
Education and Expertise
Kayla Cotton earned a Bachelor of Science in Geography from Middle Tennessee State University (MTSU), completing her studies between 2007 and 2009. This educational background has equipped her with the skills to analyze spatial data and trends, which she has applied in her professional roles.
Achievements at Asurion
Kayla Cotton has introduced several initiatives and process improvements at Asurion. One notable achievement was leading a process improvement initiative that resulted in ASG being 175+ days free of ECC escalation, saving over $175 per claim. She is responsible for tracking and analyzing fraud trends, leading to monthly savings of over $5000 for the company. She also played a key role in boosting Verizon Enterprise Wide NPS by 3 points through new claim automation scripting.
Leadership and Training
Kayla Cotton has demonstrated strong leadership and training capabilities. She was one of only four coaches enterprise-wide to obtain a Yellow Belt in the Masters coaching program in 2015 and achieved the 8th White Belt in September 2014. She trained 60 associates on the ATT adjuster process and led the Lead Supervisor Summit in Nashville, which focused on financial planning and departmental strategies for 2017. Her efforts were recognized when she was named the 2016 Spring VIP for significant contributions to process improvements and team deliverables.