Erica Cross
Massillon,OH
Summary
Dynamic professional with a proven track record in managing client accounts and cultivating strong relationships that drive satisfaction and loyalty. Expertise in identifying client needs and delivering customized solutions that exceed expectations. Strong communication and problem-solving skills contribute to effective collaboration and successful outcomes. Committed to fostering a client-centric approach that enhances overall business performance.
Overview
2026
2026
years of professional experience
Work History
Client Account Specialist
GBS Corp
North Canton, OH
02.2023 - Current
- Facilitated timely communication and support for client accounts, addressing inquiries and service requests efficiently.
- Developed strong relationships with clients, enhancing customer satisfaction and retention.
- Evaluated account data to uncover trends and propose service enhancements.
- Coordinated cross-functional teams to resolve client issues efficiently.
Account Service Representative
Distefano Insurance Services
Canal Fulton, OH
03.2022 - 01.2023
- Managed client accounts, ensuring accurate policy information and timely updates.
- Provided exceptional customer service by resolving inquiries and processing claims efficiently.
- Assisted clients in understanding coverage options, enhancing satisfaction and retention rates.
- Collaborated with underwriting teams to streamline application processes and improve turnaround time.
- Trained new staff on company systems and best practices for account management.
Call Center Representative
Homesite Insurance
Akron, OH
03.2020 - 01.2022
- Handled customer inquiries and provided accurate information to enhance service quality.
- Resolved complex issues by utilizing problem-solving skills and product knowledge.
- Documented customer interactions in CRM systems for tracking and follow-up purposes.
- Collaborated with team members to streamline processes and improve response times.
Senior Complaint Analyst
Nationwide Insurance
Canton, OH
01.2012 - 01.2019
- Efficiently resolved complaints of varying levels from numerous sources including the Department of Insurance, Social Media, Better Business Bureau, and intended for the CEO.
- Accurately explained complex information to customers both verbally and written.
- Thoroughly researched inquiries in order to accurately provide a quick resolution.
- Improved processing time of account breakdowns by providing training to fellow associates.
- Assisted fellow associates with complex cases to enhance the customer experience.
- Provided coaching and feedback to business partners to reduce quality errors.
- Designed, developed, and provided training sessions on money processing.
Customer Service Representative and Processor
Nationwide Insurance
Canton, OH
2005 - 01.2012
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Responsible for processing all types of billing, personal auto, and personal property insurance policies.
- Managed customer complaints, employing conflict resolution strategies to ensure positive outcomes.
- Completed complex data breakdowns to provide accurate billing information.
- Validated and processed refunds.
- Assisted fellow associates with complex questions on varying work types.
- Designed and implemented engagement activities for team cohesion and morale improvement.
Senior Service Representative
Nationwide Insurance
Canton, OH
01.2005 - 01.2010
- Provided a first-time final resolution to incoming calls from both customers and Insurance Agents.
- Mentored new associates by providing one-on-one training, coaching, and feedback sessions.
- Assisted leadership with engagement activities.
- Received WOW certification for increasing employee engagement.
Skills
- Customer Retention
- Communication Skills
- Customer Service
- Creative Problem Solver
- Decision Making
- Time Management
- Strategic Thinker
- Relationship Building
Timeline
Client Account Specialist
GBS Corp
02.2023 - Current
Account Service Representative
Distefano Insurance Services
03.2022 - 01.2023
Call Center Representative
Homesite Insurance
03.2020 - 01.2022
Senior Complaint Analyst
Nationwide Insurance
01.2012 - 01.2019
Senior Service Representative
Nationwide Insurance
01.2005 - 01.2010
Customer Service Representative and Processor
Nationwide Insurance
2005 - 01.2012