I'm a Customer Support and Onboarding Specialist with over 20 years of experience in providing excellent customer service. I have a customer-focused mindset and excel in written and verbal communication including de-escalating and resolving issues. I am tech-savvy and have worked with multiple CRMs in the SaaS arena. I am a team player and easily work cross-functionally with all teams. I am passionate about helping customers succeed.
Experience
Enrollment First, Inc.
Sep 2016 – Mar 2025
Knoxville, TN (remote)
Senior Broker Support Specialist
● Triaged and resolved high-volume support requests via phone, chat, email, and ticketing platforms, consistently maintaining SLA and CSAT goals.
● Served as subject matter expert for proprietary quoting tools, eSign systems, and CRM integrations (Salesforce, HubSpot).
● Managed end-to-end onboarding for new brokers, ensuring rapid platform adoption and regulatory compliance.
● Collaborated with engineering and operations teams to troubleshoot and resolve technical issues impacting workflow or client access.
● Authored support documentation and onboarding resources that reduced response times and improved first-contact resolution.
● Prioritized customer communication with empathy and clarity during escalations and complex troubleshooting.
