Redfin

Senior Contractor Relations Administrator

• Supervises over 300 Associate Agents in the field across multiple National markets, within the legal constraints for independent contractor relations and workforce management. to ensure the best customer service is delivered to all clients, customers, and consumers. 
• Define and operationalize a variety of metrics to measure and improve AA efficiency (i.e. SLA, on-demand touring availability, headcount projections, team tours/sales, attrition, and re-engagement rates).
• Utilizes data analytics to determine hiring needs across the market, and directs hiring locations and criteria to the Recruiting team for appropriate coverage. 
• Provides guidance and mentorship to field and support organizations with a focus on market trends and company policies and procedures.
• Creates weekly content in the form of newsletters, round table presentations, and news articles, all with a focus on brokerage oversight, National Association of Realtors' "Pathways to Professionalism", and industry insights.

Contractor Relations Administrator

•	Delivered the best customer service in the field by representing Redfin's values of genuine, honesty, integrity, and fire.  Spreading the good word of Redfin!
•	Utilized multiple applications to ensure top performance, including Redfin's proprietary technology, ShowingTime, ConnectMLS, Redfin.com application, SentriKey, GeniusScan, MileIQ, and Google Suite.
• Achieved four closings, with three additional properties under contract, within ninety days in the role, with a total sales volume of $1.7 million.
• Educated clients through the home purchasing process, sharing previous experiences, to prevent future missteps. 
• Represented the best interests of my clients through intense advocacy.
• Prepared comparative market analysis for buyers utilizing market statistics, generated sales contracts, negotiated with seller agents, and coordinated home inspections, appraisals, and closings. 
• The point of contact through the transaction for clients, lenders, attorneys, and agents while building relationships and gaining long-term referrals.

Sales Agent

•	Dedicated to supporting a team of coordinators covering the West Coast from Redfin’s Chicago location.
•	Analyzed staffing needs to ensure appropriate coverage; utilized Tableau for analytics to compare daily/weekly/monthly demands against budgeted hiring, and verified EOY forecasting totals against current staff levels. 
•	Coached team members on metrics, prior month assessment, quality audits, correction action plans, personal development, and field partnership. 
•	Coordinated with lead tour coordinators on training and orientation for new team members, and helped them become familiar with Redfin policies and procedures. Helped create new role playbook for easier training. 
•	Participated in weekly, monthly, and quarterly meetings, for multiple groups, helping to impact change and shape policy for the tour coordinator position.
•	Assisted staff with difficult customer service interactions, and focused on defusing conflicts between staff, clients, and field.

Support Manager

• Answered a myriad of real estate questions from customer, clients, and agents, in the form of phone and email inquiries.
• Performed short and long-term follow-up on leads, with focus on response rate and clarity.
• Shared knowledge on real estate best practices, terminology, and experiences.
• Initiated first contact with buy-side and sell-side inquiries, and forwarded inquiries to appropriate field agents.

Inside Sales Representative

• Worked with online leads to convert to closing clients through the residential purchasing process.
• Communicated with customers, clients, agents, and management to coordinate home tours.
• Utilized an internal Customer Relationship Management system to track incoming and outgoing tours.
• Helped train new coordinators and associate agents on company procedures and policies.
• Fostered a team atmosphere by incorporating a positive attitude with responsive results.

Tour Coordinator

Fresh Horizon Realty

• Worked with institutional clients to coordinate the large scale purchase of residential properties across the Chicagoland area.
• Averaged 10-20 closings a week, with 20-40 accepted contracts a week.
• Managed customer relations with 300+ potential sellers a week via phone, text, and email.
• Focused heavily on phone negotiation and closings, making on average fifty phone calls per day.
• Coordinated client purchase activities: initial offer, negotiation, executed contracts, underwriting, and communications with lawyers, realtors, closers, and home inspectors.
• Aided in real estate analysis, package underwriting, and offer/contract administration to help manage company workflow.
• Developed internal workflow systems to help deliver a superior process to clients with fewer delays in the sales pipeline.

Real Estate Agent

Index Elite

•	Handled all user acquisition activities in regards to created, deployed, and managed affiliate program through network contacts, development of landing pages, and A/B and multi-variant testing. 
•	Created online content and site architecture with focus on SEO.
•	Focused on pay-for-training program sales and retention through online marketing techniques.
•	Redesigned company marketing materials, including logo, aesthetics, presentation and sales methods, and content.
•	Attended conferences to develop business network and resources, and coordinated with outside consultants to increase the depth of business knowledge while maintaining lean company size and spending. 
•	Managed outside content developers to develop guest blog posts and newsletters with focus on financial industry news and trader development. 
•	Manage all social media exercises for Index Elite (Facebook, Twitter, G+, Pinterest)

Sales and Marketing Coordinator

Safeway, Inc.

• Promoted through corporate ranks while attending undergraduate and graduate school full-time; promoted from cashier to file maintenance clerk to bookkeeper to person-in-charge to second assistant manager within three years.
• In charge when store manager and assistant manager not present; acted as interim assistant store manager for four months when the store was without a store manager.
• Responsible for store hiring, training, coaching, and mentoring; fully trained in every store department's operations.
• Accountable for week ending payroll, weekly scheduling, and daily attendance.
• Experienced in weekly sales projections and forecasts based on events, weather, seasons, current market trends, and time of month.
•	Provided customer service according to the company's Best In Class and World Class Service standards.
•	Maintained strict service standards for all employees through information sharing, roleplaying scenarios, and one-on-one coaching.
•	Assisted with marketing execution via weekly advertisement changes, sales floor merchandising, private label incremental sales, and end cap/lobby display adjustments.
•	Responsible for ensuring daily records and general ledgers are maintained according to company, state, and federal regulations.

Second Assistant Manager and Various Positions

Senior Contract Relationship Admin | Support and Operations Manager | Maven-of-all-trades and Perpetual Learner

I am an experienced Sales and Support Manager with a demonstrated history of working in the real estate industry. I'm a wicked sharp self-starter who excels at picking up new technology, and am consistently focused on process improvement and efficiency.

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