- Volunteering at local animal shelters and rescue organizations
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Growing herbs, vegetables, or fruits in home gardens
- Boating
- Music
- I enjoy cooking for friends and family gatherings
- Dance
- Gardening
ERICA KELLER
Huntersville,USA
Summary
Results-oriented leader with expertise in strategic management and organizational development. Proven ability to create and execute impactful business strategies, enhance operational efficiency, and elevate team performance. Recognized for adaptability and collaboration, consistently achieving measurable results in fast-paced settings. Strong communication and problem-solving skills contribute to cultivating a positive team culture.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Director of Personal Lines Sales and Service
Insurance Associates of the Triad
07.2024 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Senior Account Manager
Duffy Insurance LLC
09.2023 - 06.2024
- Managed a 4.5M dollar book of business.
- Provided training and mentorship to junior staff members on best practices in sales techniques, customer service, and account management.
- Ensured compliance with company policies regarding privacy regulations.
- Evaluated prospect's current insurance program and offered alternatives.
- Stayed in contact with carriers, underwriters and marketing personnel.
- Handled account auditing, endorsements and invoicing.
- Remained up to date on forms, rates and types of coverage.
- Oversaw all activities and transactions within personal lines department.
- Provided advice and counsel on personal lines matters.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Calculated premiums and established payment methods for sales.
- Collected premiums on or before effective date of coverage.
- Researched and identified potential new markets.
- Identified and solicited sales prospects in agency databases.
- Conducted annual reviews of existing policies to update information.
- Offered broadest possible coverage for new and existing business clients in order to maximize sales.
Personal Lines Account Manager
Smoller Insurance Agency
08.2021 - 09.2023
- Maintained records and stayed current with policy renewals.
- Evaluated prospect's current insurance program and offered alternatives.
- Stayed in contact with carriers, underwriters and marketing personnel.
- Handled account auditing, endorsements and invoicing.
- Remained up to date on forms, rates and types of coverage.
- Oversaw all activities and transactions within personal lines department.
- Provided advice and counsel on personal lines matters.
- Serviced 500 accounts on regular basis to maintain and increase revenue.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Calculated premiums and established payment methods for sales.
- Collected premiums on or before effective date of coverage.
- Researched and identified potential new markets.
- Identified and solicited sales prospects in agency databases.
- Conducted annual reviews of existing policies to update information.
- Offered broadest possible coverage for new and existing business clients in order to maximize sales.
Insurance Billing Specialist/Account Manager
Aronson Insurance Agency
10.2016 - 08.2021
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Responded to customer concerns and questions on daily basis.
- Used data entry skills to accurately document and input statements.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Collaborated with customers to resolve disputes.
- Handled account payments and provided information regarding outstanding balances.
- Monitored outstanding invoices and performed collections duties.
- Audited and corrected billing and posting documents for accuracy.
- Maintained accurate records of customer payments.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
Education
Bachelor of Science - Linguistics
University of Massachusetts, Boston
Boston, MA05-2012
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- Operations management
- Project management
- Team management
- Strategies and goals
- Employee development
- Goal setting
- Program management
- Hiring and retention
- Sales management
- People management
- Time management
- Conflict resolution
Accomplishments
- Supervised team of 19 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Sales through effectively helping with generating processed
- Achieved 3.6 Million by introducing Client Circle.
Certification
- Personal Lines Producer License
Interests
Timeline
Director of Personal Lines Sales and Service
Insurance Associates of the Triad
07.2024 - Current
Senior Account Manager
Duffy Insurance LLC
09.2023 - 06.2024
Personal Lines Account Manager
Smoller Insurance Agency
08.2021 - 09.2023
Insurance Billing Specialist/Account Manager
Aronson Insurance Agency
10.2016 - 08.2021
Bachelor of Science - Linguistics
University of Massachusetts, Boston