Hi, I’m
Sharon J. Kerr
Clayton,NC
The human connection - whether it is with our employees, our customers, or the community; that's where I believe that I have the ability to make the largest contribution to the organization.
Summary
Passionate about employee engagement and committed to fostering a diverse, equitable and inclusive work culture. Highly skilled at performance improvement planning and helping people to realize their full potential. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Several years of call center experience including leadership, customer service, recruiting, onboarding, and employee training. Excellent at project management, company-wide collaboration, data analysis, and strategic planning.
Overview
17
years of professional experience
Work History
The Hartford Insurance GroupClayton, NC
Manager of Operations - Small Commercial
12.2020 - 07.2022
Job overview
- Demonstrated ability to lead dynamic team of 10 to 15 Customer Relationship Specialists tasked with handling complex transactions for Small Business Owners.
- Used data and observations to understand behaviors, facilitate high-performance culture by aligning individual goals, and differentiating performance through evaluation, recognition, coaching, and feedback.
- Formalized coaching plans to address opportunities and capitalize on strengths.
- Digital influence results increased by 7 percentages points in second half of 2021 when compared to first six months of 2021,1:08 reduction in Average Handle Time in first quarter of 2021, overall customer satisfaction ratings were 4 percentage points above goal for 2021.
- Collaborated with external business partners and across internal functional and organizational lines to understand end-to-end customer experience and recommend improvements. Departments include Underwriting, Sales, and Process Ownership.
- Acted as change champion to develop and deliver on change management plans for broad process and technology initiatives.
- Partnered with recruiters to assist with job postings, interviewing, and onboarding.
- Used HRIS tools to create job postings, track applicants, and capture interview notes.
- Updated Workday with coaching notes, performance reviews, compensation adjustments, and terminations.
The Hartford Insurance Group
Front Line Manager
03.2008 - 12.2020
Job overview
- Provided leadership and management support for team of 12-20 customer care representatives in-house and remotely, including training, coaching, motivation, incentivizing, and problem solving.
- Produced quantifiable results through performance management, coaching and development of team moving in rank from 34th place to 10th place out of 45 teams.
- Identified and solved daily challenges that arose, analyzing issues and devising innovative and effective solutions.
- Assisted senior management with establishment of customer care department's performance goals, objectives, recruitment, and training of staff.
- Team selected as one of three groups to pilot remote work in 2010 countrywide.
- Worked interdepartmentally to ensure consistently high-quality level of service that reinforced company's mission, values, and brand.
- Departments included underwriting, sales, human resources, and training.
- Handled customer escalations and conducted pro-active outreach on detractor surveys within 48 hours.
The Hartford Insurance Group
Customer Care Coach
11.2007 - 03.2008
Job overview
- Provided support as rotational coach for 10 - 12 new hire Academy Customer care representatives.
- Responsible for evaluating two calls per representative each week, conducting coaching sessions, creating action plans, and following up on representatives' commitments within one week of coaching session.
- Monitored Academy customer care representatives based on clearly defined performance metrics and developed customized action plans to help drive improved results.
- Assisted Customer Care Leadership team and Academy customer care representatives with transition from Academy environment to Call Center.
EquiserveEdison, NJ
Call Center Manager
03.2003 - 06.2005
Job overview
- Responsible for development and implementation of transactions in financial industry, including class action litigation, distribution of value, and mergers.
- Performed financial forecasting to meet corporate budgetary goals.
- Managed Workforce Scheduling and Quality Assurance Team, ensuring adherence to company mission.
- Ensured systems, resources and training were in place to support each event’s requirements.
- Assisted with recruitment and daily management of core and temporary associates.
- Managed in-house recruiting vendor relationship.
Education
DeSales University
Human Resources Management Certificate
05.2017
Skills
- Ability to influence others to embrace frequent change
- Critical thinker with strong problem-solving and decision-making skills
- Excellent verbal and written communication skills
- Builds positive working relationships with emotional intelligence
- Expertise in Human Resources Management functions
- Technically proficient remote worker since 2012
- Employee Relations
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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DIVERSITY, EQUITY & INCLUSION VOLUNTEER EXPERIENCE
- Provided co-leadership for The Black Insurance Professional Network’s Remote Chapter with a membership of 600+ employees, by communicating a clear vision and offering support to Pillar Leads in our planning and delivery of impactful events.
- Active participant in the following Employee Resource Groups: Hispanic Latino Network, Professional Women’s Network, Mature Professionals’ Network, and ally of Pride Network.
- Positively influenced the workplace as a Workplace Pillar Co-Lead for The Black Insurance Professional Network by helping to drive cultural awareness, fostering inclusive behaviors, and creating a culture of mentorship and sponsorship.
- Annual Giving Campaign Champion 2019 – Created activities to encourage participation which led to the department exceeding donation’s goal by 37%, volunteer hours’ goal by 5%, and lives impacted by 22%.
Timeline
Manager of Operations - Small Commercial
The Hartford Insurance Group
12.2020 - 07.2022
Front Line Manager
The Hartford Insurance Group
03.2008 - 12.2020
Customer Care Coach
The Hartford Insurance Group
11.2007 - 03.2008
Call Center Manager
Equiserve
03.2003 - 06.2005
DeSales University
Human Resources Management Certificate
DIVERSITY, EQUITY & INCLUSION VOLUNTEER EXPERIENCE
- Provided co-leadership for The Black Insurance Professional Network’s Remote Chapter with a membership of 600+ employees, by communicating a clear vision and offering support to Pillar Leads in our planning and delivery of impactful events.
- Active participant in the following Employee Resource Groups: Hispanic Latino Network, Professional Women’s Network, Mature Professionals’ Network, and ally of Pride Network.
- Positively influenced the workplace as a Workplace Pillar Co-Lead for The Black Insurance Professional Network by helping to drive cultural awareness, fostering inclusive behaviors, and creating a culture of mentorship and sponsorship.
- Annual Giving Campaign Champion 2019 – Created activities to encourage participation which led to the department exceeding donation’s goal by 37%, volunteer hours’ goal by 5%, and lives impacted by 22%.
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