Dallas-Fort Worth Metroplex
Highly motivated and strategic leader with a passion for talent development, operational excellence, and creative problem solving. Previous experience in people management, sales, and customer service in a number of industries including real estate, recruiting, education and finance. Excels at building team culture, driving results, collaboration, and managing through change.
Managed multiple remote teams; customer support and sales. ● Drive performance through coaching, 1:1s, quality audits, and feedback. ● Work closely with product and engineering teams to escalate top issues, develop product enhancements, and improve internal processes. ● Built out SOPS, documentation, and macros for the team. ● Collaborate with product, design, engineering, marketing and other support teams to ensure a seamless experience for our customers. ● Provide monthly top issues reporting in collaboration with product teams to better our platform. ● Oversee third party vendors who work our low priority tickets; including a manager, 20 support workers, and a trainer. ● Create and present weekly, monthly, and quarterly business reviews for senior leadership.
Founding leader for the customer facing team for Zillows iBuyer program- developed the customer experience, implemented new SalesForce system, developed all team SOPs, collaborated with other Zillow Offers departments for a seamless customer experience ● Grew the customer success team from 12-80 team members (directly supported 2-25 as the team grew) in a remote work environment ● Led initiatives to drive performance- performance based contests to push department initiatives, created personalized development tracks for team members, facilitated goal setting sessions, coached up team members who were not meeting their metrics ● Conducting 1:1’s, performing call audits, providing feedback, coaching, and problem solving for the team ● Collaborated with stakeholders in different departments across Zillow to push forward programs and initiatives for the customer while ensuring our departments interests were represented ● Created reports and used data to inform decisions on the team ● Developed and managed schedules for maximum team efficiency
● Mentored, trained, and coached over 15 new agents through their first 3 transactions ● Guided clients through the home buying and selling process ● Sold an average of $6,000,000 in real estate annually ● Maintained CRM database for over a 1,000 people on a daily basis to retain past clients and obtain new business ● Managed all listings from start to finish: created property descriptions, scheduled stager and photographers, managed showings, collected and presented offers, coordinated appraisal, negotiated repairs and contracts, guided sellers through the process. ● Managed all marketing and operational budgets for the business ● Consistently ranked in the top 20 agents (out of over 1000) in sales volume at brokerage ● Created and implemented past client referral and retention plan to ensure future business
Managed customer experience and recruiting processes for over 50 hiring managers in the school network, held them accountable to the networks hiring process, and delivered timely results to achieve recruiting goals ● Managed 120 substitute teachers; responsible for hiring, onboarding, training, discipline, and coordination ● Managed logistics to ensure all teacher’s absences were covered by a substitute teacher ● Reviewed resumes, scheduled interviews, and recruited talent to join the organization ● Met all recruiting metrics and maintained recruiting data for the team
Connecting the Right People to the Right Jobs nationwide. •Evaluated clients hiring goals so to produce high quality candidates to fill positions within our clients’ companies •Oversaw clerical team members by leading calls, administering resume audits, and developing incentives for the team • Recruited for large scale election projects; including meeting important deadlines, obtaining skilled candidates, and completing all paperwork necessary for the on boarding process •Marketed candidates to employers to improve their chances of securing a position •Met or exceeded all weekly and monthly recruiting goals •Portrayed excellent organizational skills by managing large quantities of candidate relationships through Microsoft Excel and Talent Management Software (Taleo)
•Researched and developed unique financial plans for clients based on their goals •Marketed financial products to exceed sales expectations through group presentations and outbound calls (at least 25 quality contacts a day) •Created customer loyalty by creating close relationships with clients and providing them with superior customer service •Gained the ability to multitask and remain organized in a fast paced, complex industry that deals in very time sensitive matters