Erica Carroll

- Successfully learned and maintained financial responsibilities for the Apprenticeship, ensuring timely completions of tasks and paperwork.
- Oversees various procedures including credit card reporting, pension and health fund paperwork, payroll liabilities, and bank reconciliations.
- Demonstrated proficiency in handling various tax forms, ensuring regulation compliance.
- Conducted new procedures for financial responsibilities, government required paperwork, and documentation for all Apprentices.
- Developed a comprehensive spreadsheet to efficiently document apprentice and apprenticeship information.
- Consistently maintained spreadsheets, monitored class attendance, on the job training forms, and apprentice onboarding and departure paperwork.
- Maintained all financial records via QuickBooks and paper filing systems within state issued guidelines.
- Work closely with the Training Director and Instructors to handle messages, meeting reports, and travel needs.
- Solely responsible for all payroll and bill management for the Apprenticeship.
- Solely responsible for the upkeep of the apprenticeship office and filing system to ensure a more efficient and professional work environment.
- Designed various needs for the Apprenticeship: new business letterhead, business cards, information flyers and brochures, ads promotions for the apprenticeship.

- Recruited and maximized network membership as part of the Recruiting Client Management team, aligning with upper management goals and Crawford's mission statement.
- Served as a liaison between insurance carriers and contractors, facilitating communication and ensuring contractors could provide services to fulfill insurance claims.
- Monitored contractors within assigned states, overseeing coverage territories, performance data, client programs, program opportunities, and trades performed.
- Created and delivered detailed reports to internal and external account managers, providing insurance program data, contractor information, and claims data.
- Successfully met all goals set by the Supervisor, completing a number of LinkedIn courses to enhance professional skill set.
Achievements:

- Received two promotions within three years of being hired, demonstrating exceptional performance and dedication.

- Received several "Above and Beyond" awards during employment for demonstrating exceptional teamwork.

- Supervised a team of 5-7 insurance agents, ensuring smooth operations and high-quality customer service.
- Organized and supervised activities such as processing incoming and outgoing mail and emails, inbound and outbound calls, marketing materials, and special projects.
- Resolved customer complaints in a timely and satisfactory manner, maintaining high levels of customer satisfaction.
- Hired and trained employees, evaluating their performance and providing feedback for improvement.
- Informed staff and clients of available services and insurance laws and regulations.
- Prepared and submitted detailed and summary reports of all agent activities to the optimization manager, providing valuable insights for decision-making.
- Solely responsible for handling special certificate requests, creating detailed insurance documents for clients to provide to certificate holders.
- Facilitated document requests, insurance claims, and inquiries between underwriting and agency, ensuring efficient communication and resolution.
- Managed communications with outside third-party printing companies for the creation of marketing materials, ensuring timely delivery and quality control.
- Provided feedback to upper management to prevent errors and omissions within day-to-day operations, contributing to process improvement.
- Answered between 20-40 calls per day as overflow support for the call center, demonstrating flexibility and adaptability.
- Maintained an abandonment rate of under 10% for all incoming calls through the call center, ensuring high levels of customer service.

Achievements:
- Recognized for outstanding performance and dedication, winning the Employee of the Quarter award within the first year of employment.

- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff.

- Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required.

- Present menus to patrons and answer questions about menu items, making recommendations upon request.

- Assist host or hostess by answering phones to take reservations or to-go orders, and by greeting, seating, and thanking guests.

- Train workers in food preparation, and in service, sanitation, and safety procedures.

- Perform various financial activities such as cash handling, deposit preparation, and end-of-day reports.

- Supervise and participate in kitchen and dining area cleaning activities.

Achievements: - Awarded Bronze, Silver, & Gold Pins for outstanding performance in front-of-the-house operations.

- Recorded details of customer interactions, inquiries, complaints, or comments, as well as actions taken, ensuring accurate and comprehensive records.
- Reviewed insurance policy terms to determine coverage for specific losses, providing accurate information to customers.
- Checked and verified that appropriate changes were made to resolve customer problems, ensuring prompt and satisfactory resolution.
- Solicited sales of new or additional services or products, effectively promoting company offerings to customers.
- Facilitated customer information between the call center and individual agencies, ensuring seamless communication and efficient service delivery.
- Responsible for maintaining high renewal convergence through outbound calls, effectively engaging customers, and promoting policy renewals.
- Worked with mortgage companies on clients' policies, ensuring all necessary documents were submitted for escrow and renewal payments.
- Demonstrated strong attention to detail and accuracy in all customer interactions and transactions.