Erik Williams, MSM

Effectively manage a high volume book of Marine accounts. Lead servicer on new and future Captive accounts. Prepare new and renewal marketing proposals. Responsible for the submission process for Marine and Captive Marketing. Maintain Captive marketing spreadsheet and complete carrier-specific supplementals for renewals. Review all applications, policies, endorsements, and audits for accuracy.

Provide service to Marine clients in a professional and prompt manner. Handle any tasks associated with maintaining and expanding existing accounts by partnering with Producers. Prepare and send renewal solicitations. Interact with carriers, underwriters, and clients to provide data and information. Review documents issued by insurance company for accuracy and submit corrections as needed. Process policies, certificates, change requests, ID cards, endorsements, cancellations, audits, and invoicing. Answer coverage questions and review policy forms. Analyze contractual insurance requirements and client needs. Create new accounts and obtain all files efficiently.

Systems/Tools used:

• Epic
• CSR24
• Indio

Provide service to middle market clients in a professional and prompt manner. Handle any tasks associated with maintaining and expanding existing accounts by working with Producers. Work with Account Executive on all aspects of servicing clients. Review all renewals coming up at 120 DBE and obtain all information needed. Prepare and send renewal solicitations. Submit change requests and review audits. Create new accounts and obtain all files needed to become the Broker of Record. Notify Producer of any unpaid audits and notice of cancellations. Prepare all documents requested by client request, including ID cards, EOI, COI, and binders. Review policies and bind requests for accuracy and deliver policies to insured.

Systems/Tools used:

• Salesforce
• ImageRight
• AMS360
• Epic
• Indio
• PandaDoc

Customer-focused internal and external account management. Focused on providing excellent customer service and answer any questions regarding insurance for Home, Auto, Life, and Health. Developed relationships to establish leads and referrals to acquire customers. Provide training internally for sales representatives on use of Salesforce and Extranet. Manage priorities and deliver results to best serve clients. Assists with development, design, presentation, and communication of all monthly, quarterly and annual incentive compensation.

Write and revise Standard Operating Procedure documentation and train new hires. Develop data-driven metrics with information necessary for proposals. Support Team Members on access, troubleshooting, and training. Analyze data sets, including monitoring and automating data feeds for input into dashboard and reports. Payroll and Benefit audits. Calculate job position rates and look at trends of similar companies.Conduct presentations of data analysis and reports to external stakeholders. Gather and review data in the assigned area, coordinate with relevant managers, and prepare evaluations, analysis, reports, and recommendations. Setup of employees on Kronos and creating user profiles. Improve and promote through Quality Management System.

Troubleshooting hardware/software issues, Ultipro, and Kronos. Prioritize tickets and provide support for all current and past employees.

Systems/Tools used:

• Ultipro – Troubleshoot/Support/Editing
• Kronos – Troubleshoot/Report management/Configuration
• Adobe Acrobat/Word - Creation/Editing of Process Documentation
• SharePoint – Management of HRIS site

Statistically research and analyze cost implications affecting contracted provider operations. Monitor project progress and ensure that the scheduling is maintained. Develop project budget and track project costs according to contractual obligations. Data corrections and linking issues between various sources. Calculate job position rates and look at trends of similar companies. Lead organizational development changes within human resources related to workflow and organizational structure. Identify key problem areas and work on solutions to resolve with other technical teams.

Meetings with airlines serviced including Delta, American, Frontier, United, Air Canada, and Southwest. Provided the cleaning of airplanes for thru flights and terminators, wheelchair services for inbound and outbound flights, catering security for any full-service flights, and international cleaning services. Implement and Develop Standard Operating Procedure Documents. Maintained budget and P&L through 5 different accounts with a total of $10 million programs. Collected data and research to find the best ways to be the most efficient. Support Team Members on access, troubleshooting, and training. Completed training to company to support organization restructure and new business initiatives. Statistically research and analyze cost implications affecting contracted provider operations. Maintain performance dashboards for many programs.

Primary responsibility included the hiring, training, setting up payroll and accounts in ADP. Implement and Develop Standard Operating Procedure Documents. Maintained budget and P&L through 3 different accounts with a total of $2 million programs. Collected data and research to find the best ways to be the most efficient with the use of Six Sigma. Salary survey participation, job matching and submission. Consult with vendors to understand business requirements to drive the analysis of rates for operation. Responsible for the development and analysis of Customer Service operations reporting and the management of the scheduling of staff, activities and goals.

Dispatch Public Safety officers and ARFF personnel to all aircraft alerts, accident scenes, security infractions, and medical situations. Monitoring of CCTV including all cameras on airport property internally and externally. Troubleshooting and maintain all cameras and dispatching when needed. Statistically research and analyze cost implications affecting contracted provider operation. UltiPro security roles assigned and support of system. Ability to implement of new technology and enhance decision-making. Compile data; prepare and distribute reports, and analyzes results. Lead client integration process (onboarding, managing and tracking integration tasks, and launch). Provide training and coaching on processing and procedure issues.