Published: Sep 24, 2025 - The Insurance Sales Manager is responsible for driving insurance penetration by managing customer relationships, identifying new opportunities, and collaborating closely with the commercial department. This role involves supporting strategic initiatives, optimizing insurance profitability in coordination with underwriting and branch leadership, and promoting digital platforms that enhance the insurance and leasing offering. The manager also acts as a key liaison with brokers and agents, ensures best practices in customer service, and provides back-up support to the Insurance Manager to ensure business continuity.

Tips for Insurance Sales Manager Skills and Responsibilities on a Resume
1. Insurance Sales Manager, NAC Insurance Administration, Capitola, CA
Job Summary:
- Set sales goals and targets for insurance sales volume.
- Mentor and develop 6-9 sales agents to enhance their professional skills.
- Provide comprehensive team and member support.
- Uphold high ethical standards while serving members and clients.
- Foster strong interpersonal relationships within the team.
- Offer motivation and guidance to sales agents.
- Lead by example with effective leadership skills.
- Grow a healthy book of business that prioritizes member satisfaction.
- Monitor and optimize daily activities to achieve monthly sales goals.
- Ensure compliance with carrier underwriting guidelines and sales presentation structure while promoting quality business.
Skills on Resume:
- Goal Setting (Hard Skills)
- Agent Mentoring (Soft Skills)
- Team Support (Soft Skills)
- Ethical Standards (Soft Skills)
- Interpersonal Skills (Soft Skills)
- Agent Motivation (Soft Skills)
- Strong Leadership (Soft Skills)
- Sales Compliance (Hard Skills)
2. Insurance Sales Manager, Buckman Agency LLC, Florence, KY
Job Summary:
- Identify and recruit talented individuals in Commercial Insurance sales.
- Collaborate with a prestigious Insurance broker, specializing in small and medium-sized businesses.
- Manage a team of sales advisors, providing leadership and support.
- Ensure team members meet targets and KPIs while maintaining their motivation.
- Implement training and coaching programs to develop the sales team.
- Collaborate closely with the director for ongoing training and skill development.
- Showcase a progressive career path with recent Commercial Insurance sales experience.
- Consider any experience in extra responsibilities or staff management/training as a valuable asset.
- Discuss and negotiate salary and commission structures tailored to a promising candidate for this role.
Skills on Resume:
- Talent Recruitment (Hard Skills)
- Broker Collaboration (Soft Skills)
- Team Management (Soft Skills)
- Target Achievement (Hard Skills)
- Sales Training (Hard Skills)
- Director Collaboration (Soft Skills)
- Career Experience (Hard Skills)
- Compensation Negotiation (Soft Skills)
3. Insurance Sales Manager, Atlas Life, Phoenix, AZ
Job Summary:
- Own leads that are created by Embroker, as well as self-generating leads.
- Approach and qualify potential clients by utilizing emails and phone solicitation.
- Build client relationships and trust through strong people skills.
- Determine clients' particular needs and business objectives.
- Determine the extent of current coverage and use that information to determine optimal account strategy.
- Identify specific client and prospect needs and develop innovative and cost-effective solutions to round out the clients’ coverage portfolio.
- Prepare and market applications and submissions for quotation to appropriate insurance carrier partners.
- Obtain underwriting approval and present the customer with quotes and a value proposition in order to bind coverage.
- Cross-selling and expanding the existing insurance programs with clients.
- Develop and manage client relationships in order to increase penetration sales and cultivate new business opportunities.
- Handle all service and renewal work.
- Responsible for assisting with larger account relationships and assuring continuity and client satisfaction.
Skills on Resume:
- Lead Generation (Hard Skills)
- Client Prospecting (Hard Skills)
- Relationship Building (Soft Skills)
- Needs Analysis (Hard Skills)
- Solution Development (Hard Skills)
- Underwriting Approval (Hard Skills)
- Cross Selling (Hard Skills)
- Client Support (Soft Skills)
4. Insurance Sales Manager, Matthew Robb Farmers Insurance, Lake in the Hills, IL
Job Summary:
- Assist in developing Sales Agents in all aspects of their role.
- Observe agent performance through phone monitoring and provide feedback through a variety of channels.
- Identify coaching opportunities and development needs.
- Help agents improve performance through one-on-one proactive coaching sessions, training, and responsive coaching.
- Utilize a combination of leadership, coaching/mentoring and sales skills based on established metrics to guide agents' successful development.
- Focus on the root cause analysis approach while coaching to help streamline agents' efforts.
- Improve metrics and increase the growth of the agency.
- Encourage agents to grow and discover solutions on their own through continuous coaching efforts.
- Assist agents with quotes for special lines products in carrier systems.
- Assist the Agency Manager and Senior Retention Rep with daily tasks.
- Help to provide feedback on agent obstacles as they pertain to technology.
- Escalate any discovered technology or agent trouble tickets to the Agency Manager.
Skills on Resume:
- Agent Development (Soft Skills)
- Performance Monitoring (Hard Skills)
- Coaching Skills (Soft Skills)
- Training Delivery (Hard Skills)
- Leadership Skills (Soft Skills)
- Root Analysis (Hard Skills)
- Growth Focus (Soft Skills)
- Problem Solving (Soft Skills)
5. Insurance Sales Manager, Farmers Insurance, Tempe, AZ
Job Summary:
- Develop and adhere to sales and marketing strategy.
- Set revenue targets and KPIs for the Commercial Sales team.
- Accountable for the team's sales and service goals.
- Develop retention and development strategies with Account Managers.
- Develop key metrics, dashboards and reporting to drive sales performance and communicate any variances.
- Represent and promote the business to clients, prospects and professional associations.
- Collaborate with Divisional Heads to facilitate cross-department referrals.
- Build and maintain strong relationships with insurers/reinsurers for all non-delegated authority business.
- Collaborate with the Marketing department.
- Develop Sales and Marketing projects and campaigns.
- Oversee and be accountable for the annual budget planning process.
- Responsible for recruitment and training of new and existing members of the UK and EMEA Commercial Sales team.
- Support the President and CEO and undertake any special tasks.
Skills on Resume:
- Sales Strategy (Hard Skills)
- Revenue Targets (Hard Skills)
- Team Leadership (Soft Skills)
- Retention Strategy (Hard Skills)
- Performance Reporting (Hard Skills)
- Business Promotion (Soft Skills)
- Relationship Building (Soft Skills)
- Team Recruitment (Hard Skills)
6. Insurance Sales Manager, Greg Windham Farmers Insurance, Grapevine, TX
Job Summary:
- Drive team performance to ensure sales productivity, efficiency, quality, and sales goals are met, and recommend corrective actions to management.
- Act as an insurance sales and service subject matter expert, answering questions, providing support, and assisting with developing solutions to problems.
- Recruit, hire, and retain insurance agents.
- Encourage ongoing growth and professional development of all personnel within the team.
- Proactively recognizes positive and negative team performance trends and provides frequent encouragement and praise while communicating coaching or corrective action.
- Provide and assist direct reports with providing insurance quotations for most personal lines coverage by using EPIC/PL Rater rating program and other insurance company-specific software.
- Make underwriting and policy placement decisions based on customer needs and in conjunction with the insurance company’s guidelines.
- Complete and review applications prepared by direct reports for new business, process endorsements and suspense file for accurate completion.
- Respond and provides guidance to direct reports in responding to insurance carrier memos and customer/member questions or issues in a timely manner.
- Annual review of member/nonmember existing policies to assess coverage and make recommendations.
- Actively solicits and aids the team in soliciting prospects to increase sales that are consistent with the sales and marketing plan.
Skills on Resume:
- Team Performance (Soft Skills)
- Sales Expertise (Hard Skills)
- Agent Recruitment (Hard Skills)
- Staff Development (Soft Skills)
- Coaching Skills (Soft Skills)
- Quotation Management (Hard Skills)
- Underwriting Decisions (Hard Skills)
- Policy Review (Hard Skills)
7. Insurance Sales Manager, Kemper, Doral, FL
Job Summary:
- Work effectively with management, seeking input and developing win-win solutions to any operations-related process, service, quality, or personnel issues.
- Maintain frequent and transparent communications with management regarding team performance and activities.
- Ensure compliance with core work processes throughout the insurance agency, including identifying and adopting best practices.
- Lead implementation and enforcement of all organization work rules, standards, policies, and procedures.
- Maintain a high degree of technical competence and industry/market expertise.
- Direct day-to-day activities and workflow of assigned account management team members.
- Manage team days off calendars to ensure service continuity.
- Ensure appropriate team staffing levels necessary to meet all operational and service goals and recommend adjustments.
- Participate in the new employee selection process, including interviewing and making hiring recommendations.
- Participate in Chamber and other local networking events.
- Coordinate new hire onboarding and ongoing training support within the team.
- Ensure management /leadership skills are continuously improved by actively participating in internal/external professional development opportunities.
Skills on Resume:
- Management Collaboration (Soft Skills)
- Clear Communication (Soft Skills)
- Process Compliance (Hard Skills)
- Policy Enforcement (Hard Skills)
- Technical Expertise (Hard Skills)
- Workflow Management (Hard Skills)
- Staffing Oversight (Hard Skills)
- Employee Development (Soft Skills)
8. Insurance Sales Manager, Insurance Solutions Group, Dallas, TX
Job Summary:
- Execute creative, interactive and engaging Medicare sales coaching programs to reinforce education related to sales and retention.
- Build rapport quickly and motivate individuals to meet specific goals.
- Effectively deliver Medicare sales coaching to new managers and new agents in the classroom and on the sales floor.
- Coach and provide feedback to agents to increase sales performance.
- Effectively drive agent development via classroom coaching sessions, mentorship/coaching, floor supervision, etc.
- Assess agent effectiveness through reporting, call monitoring, sales metrics, and initiatives.
- Deliver coaching sessions and individualized feedback to maximize sales production.
- Process and review team member performance, identifying knowledge gaps and organizing subsequent training to close those gaps.
Skills on Resume:
- Sales Coaching (Hard Skills)
- Rapport Building (Soft Skills)
- Training Delivery (Hard Skills)
- Performance Feedback (Soft Skills)
- Agent Development (Soft Skills)
- Effectiveness Assessment (Hard Skills)
- Production Coaching (Soft Skills)
- Gap Training (Hard Skills)
9. Insurance Sales Manager, Insurance Office of America, Jacksonville, FL
Job Summary:
- Effectively manage and drive the sales cycle from prospecting to successful closure.
- Approach potential customers with the aim of winning new business, relationship building, researching the market and related products, and presenting the product in a structured and professional way.
- Help potential clients understand the value proposition and provide them with a general understanding of the insurance industry landscape.
- Win 25%+ of deals sourced by inbound and outbound sales development, as well as deals sourced independently.
- Provide excellent customer service and look for ways to enhance the client experience.
- Achieve and aim to exceed assigned targets within agreed timelines.
- Build a sustainable and robust pipeline quarter by quarter, ensuring accurate and rigorous forecasting and account planning.
- Cultivate a supportive and high-performing culture within the Sales Team and wider business.
- Adapt to a fast-paced, continually changing business and work environment while managing multiple priorities.
- Develop a core understanding of insurance concepts.
Skills on Resume:
- Sales Cycle (Hard Skills)
- Client Acquisition (Hard Skills)
- Value Communication (Soft Skills)
- Deal Closing (Hard Skills)
- Customer Service (Soft Skills)
- Target Achievement (Hard Skills)
- Pipeline Management (Hard Skills)
- Team Culture (Soft Skills)
10. Insurance Sales Manager, Phipps Insurance LLC, Tucson, AZ
Job Summary:
- Facilitate, maximize sales performance and ensure sales targets are met in all channels in the geography.
- Support the Insurance strategy and execution of improvements and innovation initiatives, both locally and cross-Nordic.
- Improve customer journeys to enhance a good customer experience based on insight.
- Funnel management optimization and improvement of existing sales/distribution processes in a compliant way.
- Grow existing relationships and sales in external channels.
- Tracking, monitoring and analyzing current portfolio, products, and performance.
- Provide feedback and follow up to sales teams and other stakeholders.
- Test new/improved products and processes in close collaboration with the Insurance Director and Insurance Product managers.
- Train new products in the distribution channels together with Insurance Product managers.
- Report on sales activities/results and other KPIs.
- Develop sufficient marketing material, campaigns, and conduct sales competitions and commissions.
Skills on Resume:
- Sales Performance (Hard Skills)
- Strategy Support (Soft Skills)
- Customer Experience (Soft Skills)
- Funnel Management (Hard Skills)
- Relationship Growth (Soft Skills)
- Data Analysis (Hard Skills)
- Product Training (Hard Skills)
- Marketing Campaigns (Hard Skills)
11. Insurance Sales Manager, Carriage Services, Fairfax, VA
Job Summary:
- Increase the penetration of insurance to customers.
- Manage and develop relationships with existing customers and prospects.
- Introduce sales proposition and active prevention activities to customers.
- Collaborate with the commercial department to identify and approach potential new customers.
- Regular meetings with the commercial department, focusing on the performance in upselling insurance to clients and prospects.
- Dialogue with the underwriting department of LPINS.
- Regular meetings with customers.
- Assist the Insurance Manager in implementing strategic initiatives.
- Monitor and manage insurance profitability in cooperation with the Head of LPINS Branch.
- Introduce LPUK and LPINS to brokers and agents as an insurance market.
- Identify best practices in the daily service of customers.
- Back-up for the Insurance Manager to minimize the risk of key person dependency exposure.
- Support the roll-out of Next Gen digital platforms that support insurance and the wider leasing proposition.
Skills on Resume:
- Insurance Penetration (Hard Skills)
- Customer Relations (Soft Skills)
- Sales Proposition (Hard Skills)
- New Business (Hard Skills)
- Department Collaboration (Soft Skills)
- Strategic Support (Soft Skills)
- Profitability Management (Hard Skills)
- Digital Platforms (Hard Skills)
12. Senior Insurance Sales Manager, Prairie Insurance Services, Omaha, NE
Job Summary:
- Meet client segment targets that form part of the broader country target.
- Personally maintaining the relationships with prospects and existing clients, including senior client relationships.
- Manage and develop one junior insurance sales manager.
- Work closely with Invesco Insurance Solutions Group and quantitative researchers in order to continuously apply the latest knowledge.
- Interact collaboratively with the Client Relationship Management Team.
- Lead and attend portfolio review meetings.
- Participate in Requests for Proposal (RfP) activities and pitches.
- Coordinate with the RfP-Team in Brussels, finalising documents for the German institutional market.
- Develop and realise institutional events and special marketing actions targeting the German insurance segment.
Skills on Resume:
- Target Achievement (Hard Skills)
- Client Relations (Soft Skills)
- Team Management (Soft Skills)
- Knowledge Application (Hard Skills)
- Collaboration (Soft Skills)
- Portfolio Reviews (Hard Skills)
- Proposal Management (Hard Skills)
- Event Marketing (Hard Skills)
13. Insurance Sales Manager, Summit Insurance Brokers, Salt Lake City, UT
Job Summary:
- Execute campaigns and use networking opportunities and technologies.
- Drive lead generation for new International Tax Automation opportunities within the Insurance sector.
- Use superior interpersonal, presentation and communication skills for sales calls, product presentations, seminars and face-to-face meetings.
- Host demonstrations and partner webinars.
- Work above and beyond the norm to respond quickly to customer needs.
- Efficiently and effectively utilising the supporting functions (solution consulting, professional services, legal, support, engineering, product management, etc.) to maximise prospect experience, manage and accelerate sales cycles.
- Demonstrate high levels of professionalism and leadership by being diligent, thorough and making a positive impact during every sales engagement.
- Consistently achieve and exceed monthly goals through self-motivation, goal setting and solution-driven approaches to problem solving.
Skills on Resume:
- Campaign Execution (Hard Skills)
- Lead Generation (Hard Skills)
- Communication Skills (Soft Skills)
- Product Demonstration (Hard Skills)
- Customer Responsiveness (Soft Skills)
- Cross-Functional Collaboration (Soft Skills)
- Professionalism (Soft Skills)
- Goal Achievement (Hard Skills)
14. Insurance Sales Manager, Beacon Risk Advisors, Nashville, TN
Job Summary:
- Analyze data to identify sales opportunities.
- Develop promotional ideas and materials in conjunction with Marketing.
- Create innovative and creative lead generation programs.
- Promote and organize outside sales activities for agents.
- Develop a sales strategy to achieve sales goals and revenue for Insurance Sales Agents.
- Set individual sales targets with the Insurance team.
- Coach and provide associates with timely, constructive feedback regarding the progress of work and performance.
- Manage nonperforming employees in accordance with company policy.
- Identify, recruit and retain top-performing employees.
- Manage nonperforming employees in accordance with company policy.
Skills on Resume:
- Data Analysis (Hard Skills)
- Promotional Development (Hard Skills)
- Lead Generation (Hard Skills)
- Sales Activities (Hard Skills)
- Sales Strategy (Hard Skills)
- Target Setting (Hard Skills)
- Coaching Skills (Soft Skills)
- Talent Management (Soft Skills)
15. Insurance Sales Manager, Meridian Underwriters, Atlanta, GA
Job Summary:
- Manage with the intent to motivate, train and develop.
- Provide timely, constructive feedback regarding the progress of work and performance.
- Make well-informed decisions, demonstrate initiative, use sound judgment, exhibit autonomy, and execute.
- Participate and lead on corporate governance project boards.
- Formulate and lead in marketing plans for commercial and Medicare insurance.
- Involvement in weekly Insurance leadership strategy and execution meetings.
- Serve as subject matter expert for vendor product and underwriting guidelines and is available to assist associates with questions.
- Serve as a liaison with the insurance carriers to ensure timely underwriting of policies.
- Maintain current knowledge of the insurance carrier's underwriting guidelines.
- Complete all other related duties and projects as assigned by, and in accordance with, Client Management.
Skills on Resume:
- Team Development (Soft Skills)
- Performance Feedback (Soft Skills)
- Decision Making (Hard Skills)
- Governance Leadership (Hard Skills)
- Marketing Plans (Hard Skills)
- Strategy Meetings (Soft Skills)
- Subject Expertise (Hard Skills)
- Carrier Liaison (Soft Skills)
16. Insurance Sales Manager, Capital Bridge Insurance, Sacramento, CA
Job Summary:
- Responsible for managing all aspects of the sales team.
- Act as the liaison between Realogy Insurance Agency and the underwriters.
- Pre-qualify risks to require approval and forward to the underwriter.
- Manage the sales and quality performance of a sales team.
- Coach, motivate, and support the team through a coaching/mentoring culture.
- Track sales team metrics and report data to leadership on a regular basis.
- Maximize staff efficiencies and overall productivity.
- Review and report results to the President of Realogy Insurance Agency.
- Resolve employee issues within the team and escalate.
- Write, develop, deliver, and manage performance improvement plans.
- Manage performance and salary reviews, and implement performance plans according to company procedure.
Skills on Resume:
- Team Management (Soft Skills)
- Underwriter Liaison (Soft Skills)
- Risk Assessment (Hard Skills)
- Performance Management (Soft Skills)
- Coaching Skills (Soft Skills)
- Data Reporting (Hard Skills)
- Productivity Optimization (Hard Skills)
- Employee Relations (Soft Skills)
17. Insurance Sales Manager, Cascade Mutual Group, Seattle, WA
Job Summary:
- Embody company culture and maintain high sales employee engagement.
- Work with the President to generate ideas for sales contests and motivational initiatives.
- Lead and schedule weekly and/or monthly team meetings with the sales team and leadership.
- Meet pre-determined revenue goals through the activities of direct reports.
- Develop daily road maps or sales plans to assist sales reps with time management.
- Ensure adherence to sales process, agency standards and audit requirements.
- Review, approve, and document time off send requests.
- Review and approve daily bi-weekly E-time reports.
- Recruit and lead the talent acquisition for the sales team with support from the Realogy Talent Acquisition team.
Skills on Resume:
- Culture Building (Soft Skills)
- Motivational Initiatives (Soft Skills)
- Team Meetings (Soft Skills)
- Revenue Goals (Hard Skills)
- Sales Planning (Hard Skills)
- Process Compliance (Hard Skills)
- Time Management (Hard Skills)
- Talent Acquisition (Hard Skills)
18. Insurance Sales Manager, Boulder Insure Co., Denver, CO
Job Summary:
- Responsible for leading a team of sales agents to achieve targets.
- Serve as a coach and partner for each team member.
- Support their role to meet and exceed sales targets and other key performance metrics.
- Ensure consistent application of the Branch Sales flow through one-on-one development of Sales Agents.
- Support building a team that represents the Branch brand.
- Contribute to the development of best practices, principles, and techniques for their sales team.
- Implement the sales and marketing plans of SNL within the specified market.
- Recruit, train and maintain agents for SNL within the specified market.
- Maintain good relationships with client funeral homes and agents.
- Achieve regional and individual sales goals as developed by senior leadership.
Skills on Resume:
- Team Leadership (Soft Skills)
- Coaching Skills (Soft Skills)
- Target Achievement (Hard Skills)
- Sales Development (Soft Skills)
- Brand Representation (Soft Skills)
- Best Practices (Hard Skills)
- Agent Recruitment (Hard Skills)
- Client Relations (Soft Skills)
19. Insurance Sales Manager, Redwood Insurance Agency, Portland, OR
Job Summary:
- Ensure that sales targets are met/exceeded by ensuring that the Sales function operates efficiently and is focused on winning new business and retaining existing clients.
- Generate and convert leads for corporate business.
- Generate business from Brokers and Introducers and the provision of support and training in line with Financial Conduct Authority (FCA) requirements.
- Ensure that all procedures are accurate and in line with the FCA guidelines and reflect the practices carried out within the team.
- Acquire, develop and retain sales staff, ensuring that the department is fully operational.
- Implement business strategies for all relevant distribution channels.
- Manage identified key intermediaries.
- Provide high-quality policyholder service and public relations.
- Support the company's mission, vision and values statement.
- Engage in personal observation throughout the community.
Skills on Resume:
- Sales Management (Hard Skills)
- Lead Generation (Hard Skills)
- Broker Relations (Soft Skills)
- Regulatory Compliance (Hard Skills)
- Staff Development (Soft Skills)
- Business Strategy (Hard Skills)
- Intermediary Management (Soft Skills)
- Customer Service (Soft Skills)
20. Insurance Sales Manager, Horizon Risk Solutions, Charlotte, NC
Job Summary:
- Assist in the leadership of the team.
- Serve as a positive example to the licensed insurance agents affiliated with the agency, the branch, company staff and within the community at large.
- Achieve the goals and objectives as reflected in the Business Plan for the agency.
- Assist in sourcing, recruiting, development, supervision, support and retention of agents for the agency.
- Assist in the Sales Training of new agents, utilizing company-approved and sponsored training methods and programs.
- Assist in managing and conducting the business and affairs of the agency in accordance with the policies and procedures of Futurity First and insurance carriers.
- Ensure that agents and staff carry out their respective responsibilities in accordance with the same policies and procedures.
- Participate in mentor-led appointments.
- Responsible for asking clients for referrals.
Skills on Resume:
- Team Leadership (Soft Skills)
- Role Modeling (Soft Skills)
- Goal Achievement (Hard Skills)
- Agent Recruitment (Hard Skills)
- Sales Training (Hard Skills)
- Business Management (Hard Skills)
- Policy Compliance (Hard Skills)
- Client Referrals (Soft Skills)
21. Insurance Sales Manager, Sterling Mutual Insurance, Wichita, KS
Job Summary:
- Present, promote and sell products/services to existing and prospective brokers.
- Establish, develop and maintain positive business and client relationships.
- Reach out to recruiting leads on a proactive basis.
- Coordinate sales efforts with team members and other departments.
- Analyze the territory/market’s potential, track sales and status reports.
- Keep abreast of best practices and promotional trends.
- Continuously improve through feedback.
- Engage in personal observation throughout the community.
- Participate in community activities.
Skills on Resume:
- Product Selling (Hard Skills)
- Client Relationships (Soft Skills)
- Lead Generation (Hard Skills)
- Team Collaboration (Soft Skills)
- Market Analysis (Hard Skills)
- Trend Awareness (Hard Skills)
- Continuous Improvement (Soft Skills)
- Community Engagement (Soft Skills)
22. Insurance Sales Manager, Beacon Insurance Group, Albany, NY
Job Summary:
- Network, prospect and cold calling for new business.
- Thorough commercial insurance knowledge.
- Mentor, train and coach the sales team to success.
- Oversee sales team activities, metrics and results.
- Assist in the team-building process for the development of future growth.
- Continually educate on any new processes or procedures.
- Develop and attain business objectives.
- Provide high-quality policyholder service and public relations.
- Support the company’s mission, vision and values statement.
Skills on Resume:
- Business Prospecting (Hard Skills)
- Insurance Knowledge (Hard Skills)
- Team Coaching (Soft Skills)
- Performance Oversight (Hard Skills)
- Team Building (Soft Skills)
- Process Education (Hard Skills)
- Business Objectives (Hard Skills)
- Customer Service (Soft Skills)