Erin Smart
Apopka,FL
Summary
Experienced behavior-focused management professional with over a decade of progressive leadership roles. Proven ability to develop individual performers into high-impact leaders, leading to superior outcomes and operational success.
Overview
14
14
years of professional experience
Work History
Claims Team Manager – APD
Liberty Mutual Insurance
06.2014 - 11.2024
- Conducted performance management sessions for 8–10 direct reports.
- Promoted key behaviors for exceptional service delivery.
- Reviewed performance metrics and identified gaps.
- Guided prioritization strategies and productivity improvements.
- Monitored KPIs and team goals.
- Handled escalated customer issues and provided coaching.
- Managed DOI, PST, and complaint resolutions.
- Collaborated with underwriting on risk assessment.
Support Supervisor
Liberty Mutual Insurance
06.2012 - 07.2014
- Led performance reviews and policy-based actions.
- Allocated staff and implemented cross-training.
- Improved operational efficiency.
- Monitored workload via CMS and Phoenix.
- Fostered team engagement and high performance.
Claims Customer Service Representative
Liberty Mutual Insurance
04.2011 - 05.2012
- Served as team lead and resolved DOI issues.
- Registered claims and processed payments.
- Supported special projects and continuous improvement.
- Trained office personnel.
Education
M.S. - Criminal Justice
Nova Southeastern University
06.2019
B.S. - Psychology
Troy University
04.2011
Skills
- Leadership & Team Development
- Risk Assessment & Claims Management
- Operational Strategy & Efficiency
- Conflict Resolution
- Performance Metrics & KPI Monitoring
- Customer Service Excellence
- Cross-Functional Collaboration
- Project Management
- Budget Planning
- Marketing & Social Media Strategy
Timeline
Claims Team Manager – APD
Liberty Mutual Insurance
06.2014 - 11.2024
Support Supervisor
Liberty Mutual Insurance
06.2012 - 07.2014
Claims Customer Service Representative
Liberty Mutual Insurance
04.2011 - 05.2012
M.S. - Criminal Justice
Nova Southeastern University
B.S. - Psychology
Troy University