Erica Ward

Strategic leader overseeing contract operations, enablement, and cross-functional initiatives. Excel at optimizing processes, piloting new initiatives, leading pipeline forecasting, and fostering cross-functional partnerships to scale impact while delivering a seamless, customer-focused contract experience. Recognized for clear communication, analytical rigor, and a commitment to building positive, inclusive team environments.

Key Accomplishments:

• Piloted process improvements and participated in new program rollouts to enhance organizational efficiency.
• Drove continuous team growth and excellence by proactively performance managing direct reports, providing constructive feedback, setting clear expectations, and facilitating individualized development plans.
• Led the full end-to-end hiring process as a people manager, making over 30 strategic hires in three years to build and strengthen high-performing teams.
• Championed inclusive and effective recruitment practices, collaborating cross-functionally to identify organizational talent needs, ensure cultural alignment, and drive key growth initiatives.
• Provided ongoing mentorship and onboarding to new team members, fostering a positive, results-oriented team culture and supporting professional development from day one.

As Team Lead in the 1:Many segment, I gained "manager in training" experience by blending high individual contributor performance with hands-on team leadership. I was directly responsible for overseeing three team members, driving team accountability through regular coaching, including deal reviews, call recordings, and structured career discussions. My work focused on growing overall team impact, maintaining strong performance metrics, and fostering a culture of professional development and team cohesion.

Key Accomplishments:

• Oversaw, supported, and coached three direct reports in the 1:Many Customer Success team.
• Delivered actionable feedback and development sessions through deal reviews, call reviews, and career planning.
• Acted as a bridge between team members and leadership, translating vision into day-to-day actions that advanced the organization’s three-year strategic objectives.
• Balanced personal performance targets with the wider needs of the team, demonstrating both leadership and individual contributor excellence.

• As a Renewal Manager, I worked cross-functionally to ensure a seamless contractual process for Mid-Market subscribers.
• I oversaw all assigned contract renewals, collaborating directly with customers and internal partners to ensure timely and accurate execution. I enlisted sales representatives, customer success managers, and senior management as needed to accelerate the renewal process and ensure customer satisfaction.
• I also leveraged creative problem-solving skills to resolve complex contractual challenges internally.
• I communicated effectively with Order Management, Finance, and Legal teams regarding customer accounts, and led discussions around forecasting and pipeline status with internal stakeholders.

• As a subrogation adjuster I worked with our team to exhaust all avenues of recovery on any claim where possible.
• Investigated and researched claims to determine insurance coverage.
• Aggressively pursued other insurance carriers to negotiate liability and successfully settled claims in a timely manner.
• Prepared and submitted subrogation demands to other carrier or pursued responsible party directly when necessary.
• Ensured adherence to all state regulatory and fair claims guidelines.
• Filed and tracked intercompany arbitrations.
• Tracked and negotiated GE Relocation claims. Also, reported quarterly dashboards on the performance of the book of business to management on recovery status.

• As a licensed adjuster, I managed personal lines auto damage claims.
• Made complex liability decisions on difficult accidents, and applied comparative negligence when appropriate.
• Negotiated and explained these decisions with all parties involved to ensure a fair settlement, i.e. insureds, claimants, and other carriers.
• Managed inventory of claims for both Auto Damage 1 and Auto Damage 2 claims to make sure they were settled in a timely manner.

• Set up first notice of loss on all auto claims. Managed smaller liability claim inventory, or reassigned more complex liability decisions to our Team 2.
• Coordinated all parties involved in the accident to ensure a timely resolution for our customers.
• Completed cross training on Property Losses.

• In addition to my Insurance Account Specialist responsibilities, I also took a larger role within our Flood Department.
• Mentored and trained new hires in flood insurance in both Customer Service and New Business.
• Created and managed Microsoft Excel spreadsheets to measure growth and erosion of the flood book of business. This included the preparation of quarterly reports and dashboards on the performance of the book of business.
• Delegated and tracked active sales lead among the team.

• As a licensed insurance representative at a personal lines insurance company, I was a part of a dedicated team providing a broad range of services to our policyholders in a multi-media contact center.
• Acted as an advocate for our direct customer needs while concurrently representing Electric Insurance Company’s interests
• Assisted customers as necessary with billing and service related issues while educating them on self-service opportunities.
• Reviewed options for various coverage selections and products.
• Participated in our mentoring program to help new representatives adjust to the call center environment.

• I was a marketing representative for an event based marketing firm that helped to raise money for the non-profit organization Child Protection Education of America.

• As an underwriter for a small bonding agency, I worked with many different companies, and had to learn how each one operates in order to ensure all bonds were issued correctly and in a timely manner.