Leandra D'Eramo Email & Phone Number

Lincoln, Rhode Island, United States

• Lead strategic initiatives and continuously transform operational procedures to maximize efficiency and modernization. Collaborate extensively across teams, promoting continuous improvement and elevating service.
• Increased employee engagement by establishing a specialized committee, which facilitated monthly special events, bi-weekly department huddles, and department quarterly town hall meetings to recognize performance and.
• Reduced the attrition rate by overhauling the application and interviewing processes, implementing behavior-based screening, and introducing scenario-based interviewing techniques
• Introduced a structured pre-employment process that incorporated the adoption of an HRIS (HireVue), the creation and revision of job descriptions, the implementation of behavioral-based interview questions, and.
• Enhanced communication and fostered transparency across the department through the strategic implementation of skip-level meetings
• Elevated service standards through a rigorous focus on consistency, accountability, and staff stabilization, reinforced by the establishment of a transparent database detailing individual and team goals, streamlining.

Lincoln, Rhode Island, United States

• Managed a dedicated team of 6 direct reports, consistently achieving or surpassing operational goals. Led strategic initiatives and continuously enhanced operational procedures, setting new benchmarks in efficiency and.
• Set a new standard for operational excellence by turning around an underperforming department, achieving all performance metrics for service levels, call quality, customer satisfaction, and sales referrals
• Appointed by the Assistant Vice President as the Subject Matter Expert (SME) for enterprise-wide strategic initiatives, emphasizing the integration of agile methodologies
• Modernized Quality Assurance Audits by integrating the process within the phone system
• Created a motivating and collaborative work environment during the global pandemic by initiating quarterly individual employee engagement and well-being meetings, fostering consistently high morale even in the face of.

Glastonbury, Connecticut, United States

• Increased accountability for Assistant Supervisors and Account Managers by incorporating senior-level Key Performance Indicators (KPIs) into weekly performance coaching meetings, adopting a "management by walking.
• Enhanced department-wide communication and transparency through the establishment of engagement focus groups and the introduction of "Thrive Meetings" between managers and representatives
• Maintained customer retention rates above 90% by providing white-glove service
• Appointed the role of Interim Manager during the transition of senior management to ensure consistency, maintain regular communication, and provide steady leadership during times of change

Glastonbury, Connecticut, United States

• Improved employee retention and engagement by introducing weekly individual coaching meetings, contributing to the promotion of 5 Service Representatives
• Introduced the New York state training plan for the department, enhancing capacity and ensuring preparedness for the heightened call volume

Glastonbury, Connecticut, United States

• Achieved strong client retention rates, securing a 95.1% rate for current insureds and an 87.5% rate for new business—rates that are significantly higher than industry averages
• Increased accountability within the department by delivering a leadership development training program specifically designed for Associate Account Managers

Henderson, Nevada, United States

• Contributed $14.5 million in new business, achieving the highest rate within the company, by guiding the team in promoting new lines of added insurance protection

Concord, New Hampshire, United States

• Improved employee recruitment and retention by establishing performance metrics, adopting and developing a comprehensive performance evaluation process, and setting individual and team goals
• Ranked as the #1 team nationwide, securing the largest awarded bonuses at $1.12 million (48,650 policies / annual premium of $4.92 million), rooted in strategic individual coaching sessions, emphasizing employee.

Bachelor Of Arts - Ba, Foreign Languages And Literatures, General, Cum Laude

Activities and Societies: Student Government Association (Senator), Omicron Delta Leadership Society

Study Abroad Program, Spanish Language And Literature