• Conduct trainings for new market launches, effectively scheduling and executing sessions for brokerage offices and agents.• Develop and strengthen relationships with new subscriber stakeholders while enhancing engagement with existing stakeholders.• Manage monthly training sessions, both in-person and online, focusing on agent engagement and performance.• Maintain detailed records of activities in the CRM, including call reports, office visits and client interactions.• Identify and qualify business opportunities to enhance customer satisfaction, expand market presence, and support overall growth initiatives.

• Scheduled and executed training to support new market launches, performing outreach to brokerage offices with the goal of scheduling online or in-person training for their agents.• Created video content to promote training, tracking agent engagement metrics post-training.• Provided feedback on performance and training requirements, developing, and implementing corporate curriculum and training programs.• Managed administrative tasks related to training planning, communication, and execution, including maintaining virtual learning platforms and monitoring assignments.

• Collaborated with internal departments to deliver prompt solutions for clients, maintaining a Customer Satisfaction (CSAT) score of over 87% each quarter.• Managed customer relationships within a portfolio of assigned accounts, proactively engaging, and educating clients through regular meetings, and tailored support.• Facilitated client onboarding processes to ensure alignment with client expectations and successful product integration.

Responded to high volume telephone inquiries about the company’s products or services following standard scripts and procedures, working under direct supervision.• Resolved routine, general questions and problems submitted by customers via phone with limited variety following establishedguidelines and standard scripts and procedures.• Utilized all available information to choose the best solution and resolve customer concerns.• Assisted customers via email, phone, and chat channels, following up with customers to ensure that all issues are resolved andworking with internal teams to ensure that the customer needs are met.• Recorded all interactions in Zendesk ticketing system and other systems as necessary.