- Assist new clients during the launch process within the digital transaction management platform by providing training, constant communication, and assistance whilst ensuring a smooth transition/implementation of the system- Responsible for maintaining a retention base of over 100+ different brokerages- Performing monthly proactive reach outs to the retention base to identify future needs and further growth opportunities- Analyzing account specific data to evaluate the health and adoption of a brokerage, thus working towards higher adoption and engagement from agents- Constantly working closely with other internal teams to provide the best experience for our clients while also troubleshooting issues that arise- Engaging in sales outreach opportunities to provide additional features to the base level platform and increasing monthly revenue

- Guiding clients through our various platforms and software capabilities. Training them to use our system using interactive examples, remote desktop tools, and video training materials. - Assisting clients with navigating, operating and utilizing our integrative software platform. Multitasking to answer calls, chats and emails in a timely manner and maximize customer support. - Maintaining our service-level user agreement while providing the best possible customer service. - Assisting coworkers by mentoring trainees whenever possible. Assisting management by holding co workers accountable for their team contributions.

- Advised and directed test takers who are unable to access their exam due to technical issues with exam sites/discrepancies, requiring interaction with the institution partner - Troubleshooting exam and technical issues in a timely manner by having knowledge of the institution’s site or testing platform - Respond to and compose 100+ emails each shift as well as take calls and live chats from institution instructors in regards to their exams or students

- Worked as an extension of the management team to mentor proctors on the floor, solve any issues that they may have, and coordinate and execute additional daily tasks - Offered immediate support by functioning in various roles as needed by work-flow demand - Trained newly hired employees as well as other proctors on various positions including tech, phones, or help desk