XAVIER COBBS

• Boosted provider onboarding completions by 500% (from 1 in 30 to 1 in 5) through targeted training optimizations and data-driven improvements.
• Built a SharePoint training repository from scratch, centralizing resources and improving accessibility, compliance, and usability.
• Led training initiatives for O&M and Sales teams, creating over 2 dozen materials (guides, SOPs, video walkthroughs, PDFs) and auditing existing content to ensure accuracy and relevance.

• Trained 10,000+ end users across Enterprise, Government, SMB, and Education sectors through workshops and tailored content.
• Identified business needs to create customer-obsessed training programs, increasing product adoption and satisfaction.

· Assisted with inbound and outbound calls related with mortgage, including loss mitigation, loss drafts, escrow, payment, and technical assistance with website.
▪Software usage included; MSP, X Docs, as well as New Course.

· Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

· Understood and followed oral and written directions.

· Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed high call volume with exceptional professionalism and efficiency.
• Streamlined call response times for improved customer experience through effective communication techniques.
• Contributed to team success, consistently achieving call center performance metrics.
• Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
• Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.

• Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
• Developed strong relationships with clients through consistent communication and exceptional customer service.
• Contributed to agency success by consistently meeting or exceeding monthly sales targets.
• Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
• Generated quotes and proposals for clients to match individual needs.
• Developed sales strategies to increase sales of insurance policies.
• Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
• Negotiated favorable terms for clients with carriers while maintaining strict adherence to underwriting guidelines.
• Provided comprehensive product knowledge and guidance to help clients on product selection.
• Streamlined claims process, improving client satisfaction during stressful situations.