Marsci Dye
Florence,MT
Summary
Training and AMS Transition Program manager with a proven track record of enhancing productivity and achieving efficient task completion. Expertise in developing training programs and implementing employee development strategies using Applied Epic. Strong communication, leadership, and problem-solving skills drive the delivery of effective training solutions aligned with organizational goals.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
P&C Systems Trainer - Contractor
Patriot Growth Insurance Services
, PA
09.2025 - Current
- Developed training materials for insurance systems and software usage.
- Conducted hands-on training sessions for new/existing employees on operational processes.
- Facilitated training programs to integrate new staff into Applied Epic.
- System configuration for Epic Migration
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Operations and Training Manager
Heffernan Network Insurance Brokers
Walnut Creek, California
11.2023 - 09.2025
- Developed and delivered training programs for insurance industry best practices.
- Collaborated with management to assess training needs across departments.
- Facilitated onboarding sessions for new employees.
- Facilitated end user Indio adoption
- Managed Ivans download team
- Managed Accounting Centralized Billing team
- Organized and coordinated training sessions for new employees/agencies onboarding into Applied Epic.
- Created instructional materials to support various training initiatives..
- Applied Epic Help Desk
- Set up an managed Epic reports for individual leadership teams and account mangers
- System configuration with new Epic Migration and Ongoing Operations
- Coordinated with Applied for agency migrations
- Updated Old/New workbooks with Applied along with any data conversion workbooks.
- Reviewed data bases prior to Go-Live
Sr. Success Coach-Applied Epic
Acrisure, LLC
Grand Rapids, MI
05.2023 - 11.2023
- Helped clients identify goals, obstacles and strategies for onboarding to Applied Epic.
- Helped agency partners set goals and plan how to accomplish objectives through training.
- Worked with management team to improve workflows and eliminate unnecessary tasks including Applied Epic, CSR24 and Indio.
- Communicated with all teams to ensure quality deliverables and timely achievement of project milestones.
- Coordinated with managers to identify skill or knowledge gaps and implement training needs.
- Coordinated with upper management to implement training plans for agency partners.
- Assisted in Business Process Reviews to identify gaps and needs for agency partners.
- Worked with the configuration and implementation teams to onboard agency partners.
- Developed a training plan to onboard 300-500 colleagues into an Epic Platform.
- Wrote CSR24 and Indio workflows for training our agency partners.
Quality Assurance Consultant
Baldwin Risk Partners
Chicago, IL
03.2022 - 05.2023
- Monitored Applied EPIC policies/procedures for adherence by employees, notifying personnel of non-compliance issues.
- Collaborated with management to discuss effective plans for resolving major Applied EPIC Data Issues.
- Running QC reports to determine where additional colleague help/training was needed
- Determined training needs of staff and organized training interventions to achieve quality standards.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Facilitated training and conducted training classes to communicate policies and procedures to new hires within Applied EPIC/CSR24 and Indio
- Collaborated with management team to implement new work procedures or policies.
- Interviewed and hired colleagues
- Conducted monthly one on ones of direct reports
- Conducted performance reviews to determine merit and bonus
Account Manager
AHT Insurance-Baldwin Risk Partners
Seattle, WA
05.2012 - 03.2022
- Communicated with clients via email, phone, online presentations, screen-share and in-person meetings.
- Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
- Cultivated long-term relationships with clients to accurately quote pricing and terms that achieve customer objectives.
- Increased revenue by cultivating and securing new accounts while providing value-added services to existing clients.
- Streamlined operational efficiencies by developing customer service protocols and standards.
- Managed existing portfolio and potential leads using Applied EPIC
- Educated and counseled clients about insurance coverage differences and results of decisions to persuasively sell maximum coverage within budget.
- Attended continuing education courses to maintain insurance license.
- Answered insurer questions regarding policyholders.
- Conducted research to identify ideal coverage options for customers.
- Educated, coached and mentored new hires in multiple positions.
Account Manager
HUB International
Bothell, WA
08.2008 - 05.2012
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Communicated with clients via email, phone, online presentations, screen-share and in-person meetings.
- Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
- Managed existing portfolio and potential leads using CRM system.
- Designed timelines for services and alerted customers of changes or updates frequently.
- Streamlined operational efficiencies by developing customer service protocols and standards.
- Updated account plans based on changing markets, customer conditions and competitor activity.
- Cultivated long-term relationships with clients to accurately quote pricing and terms that achieve customer objectives.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Devised strategies for optimizing work procedures, technical training and standard processes.
Account Manager
Wagner Insurance Agcy
Marysville, WA
02.2005 - 08.2008
- Engaged customers and provided high level of service by carefully explaining details about insurance policies.
- Communicated with insured individuals to explain audit classifications, computations and settlement amounts.
- Analyzed customer needs and provided best options, upselling products and services.
- Received underwriting approvals after accurately completing applications for insurance coverage.
- Cultivated lasting professional relationships, which created continuous client referral streams within community.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
Customer Care Associate
AAA Washington
Bellevue, WA
05.2003 - 08.2008
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Documented conversations with customers to track requests, problems and solutions.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
- Documented customer inquiries and feedback and entered service delivery suggestions in company database.
- Reviewed customer account information to determine current issues and potential solutions.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Built client rapport, accurately processing repair invoices and claims while troubleshooting financial discrepancies through completion.
P&C Systems Trainer
Contractor - Patr
Education
Some College (No Degree) - Business Administration
Everett Community College
Everett, WACosmetology
MarsciShoreline Community
Seattle, WA11.1997
Skills
- Manager
- Excellent communication skills
- Conflict resolution
- Colleague Relationships
- Correction action planning
- Collaboration skills
- EPIC Optimization
- Quality Assurance
- Training and workflow implementation
Accomplishments
- Heffernan Network 2024 Rookie of the Year
Certification
- Certified Insurance Counselor
Timeline
P&C Systems Trainer - Contractor
Patriot Growth Insurance Services
09.2025 - Current
Operations and Training Manager
Heffernan Network Insurance Brokers
11.2023 - 09.2025
Sr. Success Coach-Applied Epic
Acrisure, LLC
05.2023 - 11.2023
Quality Assurance Consultant
Baldwin Risk Partners
03.2022 - 05.2023
Account Manager
AHT Insurance-Baldwin Risk Partners
05.2012 - 03.2022
Account Manager
HUB International
08.2008 - 05.2012
Account Manager
Wagner Insurance Agcy
02.2005 - 08.2008
Customer Care Associate
AAA Washington
05.2003 - 08.2008
Some College (No Degree) - Business Administration
Everett Community College
Cosmetology
MarsciShoreline Community
P&C Systems Trainer
Contractor - Patr