Eryn Smith
Savannah,GA
Summary
Accomplished Management Professional with over 7 years of experience in driving operational excellence and team leadership. Expert in Performance management, Coaching, and Hiring, with a proven track record of optimizing B2B customer support efficiency and maintaining rigorous Process consistency. Adept at handling complex Customer issue escalation and utilizing MS Office proficiency to deliver data-driven results for large-scale business partners.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Account Manager/Licensed Sales Producer
VADEN ASSURANCE
SAVANNAH, GA
04.2024 - Current
- Manages high-volume account portfolios to exceed business production goals and objectives through proactive performance management.
- Optimizes B2B sales presentations and client outreach, utilizing deep product knowledge to identify business partner needs and drive revenue.
- Anticipates potential service gaps and provides quality insights to maintain process consistency across all policy change requests and financial transactions.
- Executes cross-sell and up-sell strategies for financial products by treating every customer contact as a strategic opportunity for account growth.
- Drives customer success by building long-lasting relationships and providing on-going technical support to diverse insurance clients.
Branch Manager
ENTERPRISE HOLDINGS
WAYCROSS, GA
10.2019 - 04.2024
- Delegates operational tasks to a diverse team of associates, ensuring 100% adherence to service delivery standards and organizational KPIs.
- Leads performance management through consistent Coaching and mentoring, significantly improving employee engagement and retention rates.
- Orchestrates the Hiring process, including interviewing and onboarding, to build a high-performing team of customer service professionals.
- Proactively handles Customer issue escalation, identifying root causes to implement process improvements and enhance client satisfaction scores.
- Analyzes financial budgets and utilizes Excel to track expenses, increasing branch revenue through strategic resource allocation and project management.
Recovery Agent
ENHANCED RESOURCE CENTERS
WAYCROSS, GA
01.2019 - 10.2019
- Managed high-volume outbound communications to resolve complex billing disputes and convert delinquent accounts into successful payments.
- Maintained high levels of MS Office proficiency for daily data entry and performance tracking within a high-pace call center environment.
Program Center Manager
RUFFALO NOEL LEVITZ, UNIVERSITY OF SOUTHERN MISSISSIPPI, NEW MEXICO STATE UNIVERSITY, UNIVERSITY OF WISCONSIN-WHITEWATER
06.2017 - 11.2018
- Optimizes call center operations through rigorous Performance management and individualized Coaching for a staff of 50+ student associates.
- Standardized Hiring and training protocols to ensure process consistency across three different university program centers.
- Utilizes Excel and Data Analysis tools to provide detailed project reporting and forecasting to senior management and institutional partners.
- Anticipates business partner needs by coordinating support team efforts and managing site-specific human resources and financial analysis.
Education
Master’s Degree - Business Administration
GEORGIA SOUTHWESTERN STATE UNIVERSITY
AMERICUS, GA07.2026
Bachelor’s Degree - English-Rhetoric and Composition, Political Science-Pre-Law(minor)
GEORGIA STATE UNIVERSITY
ATLANTA, GA05.2017
Skills
Management & Leadership: Performance management, Coaching, Hiring, Delegation, Management experience, Team Leadership, Onboarding, Staff Motivation & Retention
Technical & Software: MS Office proficiency, Excel, Salesforce, Data Analysis, Financial Reporting, CRM Systems, Business Analysis
Operational Excellence: Process consistency, Customer issue escalation, Project Management, Service Delivery Optimization, Fleet Management, B2B Customer Support
Certification
- HRCI Associate Professional in Human Resources (aPHR)
- Project Management Professional Certificate - Google
- Human Resources Associate Certificate - HRCI
- Entry-Level Payroll Certificate - ADP
- Introduction to Business Analysis Professional Certificate - IBM
- Property and Casualty License (GA, SC) - State Department of Insurance
Additional Information
Willing to relocate: Anywhere
Timeline
Account Manager/Licensed Sales Producer
VADEN ASSURANCE
04.2024 - Current
Branch Manager
ENTERPRISE HOLDINGS
10.2019 - 04.2024
Recovery Agent
ENHANCED RESOURCE CENTERS
01.2019 - 10.2019
Program Center Manager
RUFFALO NOEL LEVITZ, UNIVERSITY OF SOUTHERN MISSISSIPPI, NEW MEXICO STATE UNIVERSITY, UNIVERSITY OF WISCONSIN-WHITEWATER
06.2017 - 11.2018
Bachelor’s Degree - English-Rhetoric and Composition, Political Science-Pre-Law(minor)
GEORGIA STATE UNIVERSITY
Master’s Degree - Business Administration
GEORGIA SOUTHWESTERN STATE UNIVERSITY