Susan Key

Experienced onboarding and support professional with 10+ years guiding customers, agents, brokers, and agencies through complex onboarding, certification, and operational workflows. Skilled in managing high‑volume pipelines, delivering live and recorded training, resolving technical and process barriers, and partnering cross‑functionally to improve product usability and onboarding efficiency. Strong background in regulated environments, healthcare enrollment, and CRM‑driven operations.

Senior Broker Support Specialist at Enrollment First, Inc (2016 – 2025)

• Manage onboarding and lifecycle support for 100+ agent and agency accounts, guiding them through contracting, licensing, operational setup, and system adoption.
• Serve as the primary point of contact throughout onboarding, providing clear expectations, workflow guidance, and responsive support.
• Deliver live system walkthroughs, recorded training webinars, and spur‑of‑the‑moment training sessions via Zoom, Teams, and GoTo.
• Track onboarding milestones and communications in Salesforce, HubSpot, and Insycle, ensuring visibility across recruiting, sales, operations, and product teams.
• Partner with Sales, Product, and Operations to resolve onboarding barriers, document issues, and improve usability and processes.
• Developed onboarding playbooks and SOPs that improved onboarding efficiency by 20% and increased adoption by 30%.

Customer Care Liaison at Community Health Alliance (2014 – 2016)

• Guided individuals through healthcare eligibility and enrollment requirements, ensuring accuracy and compliance.
• Explained complex coverage processes clearly and partnered with internal teams to resolve enrollment issues.
• Trained and coached frontline staff, improving quality assurance and service consistency by 30%.