ERICA KEEGAN
Orlando
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager
Crumbs
REMOTE
01.2025 - Current
- Managed a portfolio of 50+ accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Created customer support strategies to increase customer retention.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Coordinated onboarding processes for new clients, streamlining transition to services.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Led team of customer success specialists, providing ongoing training and support to enhance team performance.
- Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities.
Personal Lines Representative
O'Connor & Co Insurance Agency
Webster, MA
02.2022 - 03.2025
- Assisted clients in understanding personal lines insurance products. Supported agency efforts to grow new and existing insurance policy sales.
- Resolved customer inquiries related to billing and claims by delivering prompt and accurate assistance over the phone.
- Revised and processed existing policies and claims to accurately reflect changes in beneficiary coverage amounts and insurance types.
- Developed strong relationships with clients, leading to higher levels of trust and loyalty.
- Trained new staff on company systems, enhancing team efficiency and service delivery.
Client Care Coordinator
Reliant Medical Group
Northborough, MA
10.2021 - 02.2022
- Ensured high-quality customer service by promptly greeting patients and verifying appointment details during check-in.
- Handled incoming calls on multi-line phones to facilitate prompt customer service.
- Executed the transmission, digitization, and documentation of all required medical records to ensure compliance.
- Enabled seamless interactions between patients and healthcare providers to improve overall service quality.
- Managed patient appointment coordination to optimize scheduling and reduce wait times.
Account Manager
Bertuccis/Earl Enterprises
Northborough, MA
10.2019 - 10.2021
- Conducted outreach to regional businesses to identify potential leads for catering services, focusing on meal delivery solutions for employee events and gatherings.
- Maintained comprehensive records in CRM to support effective customer relationship management.
- Managed logistics of catering and group dining reservations to ensure seamless service delivery.
- Collaborated with CCS teams to spearhead continuous improvement initiatives.
- Developed tailored marketing strategies to increase account growth.
- Managed client relationships to ensure satisfaction and retention.
Client Care Specialist
Herb Chambers Companies
Westborough, MA
08.2013 - 10.2019
- Generated new business opportunities through strategic networking, cold calling, emailing, and social selling initiatives.
- Analyzed market trends to identify growth opportunities and formulated strategies to enhance company sales.
- Designed and implemented lead generation strategies to enhance overall business performance.
- Developed and maintained strong relationships with clients, enhancing overall satisfaction and loyalty.
Education
Coursework towards Associate - Business
Quinsigamond Community College
Worcester, MASkills
- Customer Relations
- Policies and Procedures
- Leadership
- Data Entry
- Performance Management
- Relationship Building
- Scanning/Filing
- Administrative Support
- Professional Collaboration
- Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, ADP, CRM, Dealer socket, and Salesforce
Timeline
Senior Customer Success Manager
Crumbs
01.2025 - Current
Personal Lines Representative
O'Connor & Co Insurance Agency
02.2022 - 03.2025
Client Care Coordinator
Reliant Medical Group
10.2021 - 02.2022
Account Manager
Bertuccis/Earl Enterprises
10.2019 - 10.2021
Client Care Specialist
Herb Chambers Companies
08.2013 - 10.2019
Coursework towards Associate - Business
Quinsigamond Community College