Carroll Ericson
Waco,KY
Summary
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Overview
17
17
years of professional experience
Work History
Senior Account Manager
Energy Insurance Agency
Lexington, KY
01.2021 - 09.2022
- Endorse changes to policies
- Collaborated with sales agents to determine company goals and translate goals to individual client needs.
- Answer customer questions about policies
- Prepared client budgets by reviewing client billing and managing monthly invoices.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Insurance Policy Specialist II
State of Kentucky Department of Insurance
Frankfort, KY
01.2020 - 01.2021
- Performs complex analysis of Property and Casualty products for compliance with state laws and regulations.
- Analyzed over 80 submissions monthly
- Identifies non-compliance and seeks resolution
- Performs complex research, analysis or planning functions related to P&C products including mathematical and statistical assessment.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Paid attention to detail while completing assignments.
Shift Clerk
Manpower Group, AECOM
Richmond, KY
11.2018 - 01.2020
- File, pack and transport all department-generated documents requiring storage to document control
- Perform updates and audits of all controlled sets of plans and procedures, contingency procedures and all other administratively controlled documents to ensure most current revision is on file
- Ensure all Operations personnel are notified and in compliance with internal Medical Department.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Created and maintained detailed records of all office activities.
- Processed incoming and outgoing mail and packages according to established procedures.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Supported staff on special assignments and ad hoc projects.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Reviewed documents to keep company materials free of errors and contacting responsible person to correct found errors.
- Edited and proofread documents for accuracy and completeness.
- Demonstrated strong organizational and time management skills while managing multiple projects
Senior Administrative Associate
Liberty Mutual
Portsmouth, NH
01.2016 - 12.2017
- Improved IT Audit department efficiency by 15% through development of standard work and creation of centralized SharePoint
- Digitized expense report documents for 15-person team eliminating the potential for loss or inappropriate exposure and saving manager 25 hours of time
- Completed 5+ special projects to improve audit functionality by 12%
- Maintained supplies, coordinated meetings, recorded minutes, created team standard work and other standard administrative functions
- Updated spreadsheets and databases to track, analyze, and report data.
- Edited documents to improve accuracy of language, flow, and readability.
- Wrote and prepared deliberate agendas for department meetings.
- Kept files and records in content management systems such as MS SharePoint, EXCEL and others.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Established administrative work procedures to track staff's daily tasks.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
Associate IT Auditor
Liberty Mutual
Portsmouth, NH
07.2015 - 12.2015
- Provided independent assessment of the adequacy of internal controls
- Concisely and accurately communicate audit findings while maintaining documentation
- Saved 40 hours of time by accurately billing time on behalf of external audit company
- Executed audit phases and entered data into accounting software for analysis.
- Worked under close supervision of senior auditor to utilize and develop technical expertise in auditing.
- Coordinated, managed and implemented auditing projects and prepared for evaluation.
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
- Communicated with audited staff to obtain necessary information for audits.
- Followed established auditing processes to meet internal and regulatory requirements.
- Assessed internal control risks of network through information system audits.
Customer Service Specialist
Liberty Mutual Group
Roswell, GA
01.2006 - 07.2015
- Planned and executed 3 knowledge meetings annually for 6 - 10 customer service reps
- Exceed metrics for calls-per-hour
- Ranked #4 out of 56 specialists for lead generation; honored with 2 Step-Up Awards and 1 Diamond Award
- Promoted to specialist after only 9 months of employment
- Retained 40% of customers by actively listening and reviewing policies
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Maintained and managed customer files and databases.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Education
Bachelor of Science - Business Administration
Shorter University
Master of Business Administration - Cybersecurity
Jones International University
06.2013
Skills
- Property and Casualty License for Kentucky
- EPIC
- Certified Insurance Service Representative (lapsed)
- MS Office
- Account Servicing Skills
- Internal Auditing
- Strong Lead Development Skills
- Court Appointed Special Advocate (CASA) Madison and Clark County
- Renewal Opportunities
- Community Involvement
- Payment Collecting
- Prioritizing Workflows
Languages
Spanish
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The price of inaction is far greater than the cost of a mistake
Meg Whitman
Timeline
Senior Account Manager
Energy Insurance Agency
01.2021 - 09.2022
Insurance Policy Specialist II
State of Kentucky Department of Insurance
01.2020 - 01.2021
Shift Clerk
Manpower Group, AECOM
11.2018 - 01.2020
Senior Administrative Associate
Liberty Mutual
01.2016 - 12.2017
Associate IT Auditor
Liberty Mutual
07.2015 - 12.2015
Customer Service Specialist
Liberty Mutual Group
01.2006 - 07.2015
Bachelor of Science - Business Administration
Shorter University
Master of Business Administration - Cybersecurity
Jones International University
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