Director Of Agent Experience Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Take-charge professional delivering executive support and team leadership to business operations. 5+ years of experience in overseeing wide variety of essential functions in bustling business. Analytical in optimizing productivity, efficiency and service quality across various offices within diverse environments. Highly organized with strengths in prioritizing tasks and managing deadlines.

  • People/ Staff Management
  • Retention
  • Business Acumen
  • Perseverance and motivation
  • Executive Support
  • Excellent Communications across all levels
  • Sales & Negotiations
  • Building and leading Teams
  • Able to Manage Multiple Projects
  • Recruitment/Talent Acquisition
  • Administrative, Office Management
  • Social Media Coordination, Event Planning
  • Microsoft Office, G Suite
  • Complex Problem-Solving
  • Project Management Abilities
  • Training & Development
  • Policies and Procedures Implementation
  • Business Process Re-Engineering
09/2020 to Current
Director of Agent Experience Microsoft Corporation Kansas City, MO,
  • Support 200+ Agents across multiple Franchise locations
  • Continuously Analyzing and Identifying improvements to implement in the Onboarding Process
  • Demonstrating consistent operational excellence to maintain stellar office reputation.
  • Partner with peers and cross-functional teams to align operations with targets and strengthen internal relationships.
  • Create a Luxury and Welcoming Experience for all agents and address all Agent needs
  • Introduce change improvement plans to ensure process alignments with specific goals, methodologies and initiatives with the team.
  • Supporting special projects upon request from our CEO and COO
  • Present to staff members new process to implement and maintain
  • Problem Solving for Agent Contract Concerns or any questions they may have
  • Analyze Agent feedback and developed new techniques to ensure Agent retention.
  • Continuous development of processes and metrics that support achievement of organization's business goals.
  • Scheduling 1-1 Agent appointments for training and development
  • Teaching Classes multiple times a week to help support Agent's business growth and goals.
  • Present our tools and technology capabilities during our one week Orientation week for Agents
  • Take Agent Headshots for a newly developed Photography service to aid Agent Retention and value add to our market centers.
  • Supporting Agents with establishing their social media/ online presence.
  • Ensuring agents have a seamless and smooth Onboarding experience when changing brokerages.
  • Developing and maintaining a good relationship with Realtor Board of Association Members
  • Participate in collaborating with team members for Market Center Events
  • Creating social media marketing strategies and oversee management of accounts.
  • Correspond with social media clients to utilize positive feedback and posts to better promote brand.
10/2018 to 08/2020
HQ Operations Manager Miq Dallas, TX,
  • Built a new department of 20 members in our offshore location to help support field operations.
  • Took Over Contractor Coaching, Training and Recruiting Process, saving the company over $12,000 in recruiting fees per year
  • Successfully Signed over 200 New Contractors across all of our markets.
  • Approved and Managed fulltime employee expense reports.
  • Created Contractor invoices every week for Payroll.
  • Traveled to New Company Markets to meet with new potential owners, conduct initial inspections, meet with contractors to conduct training and establish presence.
  • Brought new project launches to fruition by working with various department leaders to assure success.
  • Managed travel, booked hotels, Airbnb, Plane tickets, etc for our headquarters’ employees.
  • Developed corporate objectives and strategies collaborating on quality metrics and key performance indicators (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Managed daily operations, including supervising multiple team members across 6 locations.
  • Created New In-Person visitation Process and Procedures.
  • Managed Headquarters’ Office by keeping office orderly, collecting mail/packages daily, ordering Office/business supplies.
  • Represented Onerent in Small Claims Court and the Superior Court.
  • Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis.
07/2018 to 12/2018
Strategic Account Executive Roth Staffing City, STATE,
  • Strategically helped build teams in all industries within marketing, technology, operations, and manufacturing departments.
  • Maintained communications with VP’s regarding all aspects of business development and relationships.
  • Negotiated contracts with HR, Legal and hiring managers.
  • Partnered with marketing teams to create pitch decks for prospective clients.
  • Created Email Campaigns that sent were sent out to more than 100 different executives in my network.
  • Presented our Services to C-Level and other Senior Managers at multiple Enterprise Fortune 500 companies.
  • Contacted customers about account or information issues, alerting clients of changes for excellent customer service.
  • Drove new business development and client acquisition through cold calling, lead generation and exceptional service.
  • Developed relationships with C-level clients and provided individualized customer service to maintain longevity of accounts.
10/2017 to 07/2018
Account Manager The Creative Group City, STATE,
  • Worked outbound to build new partnerships with customers ensuring long term- success.
  • Maintained existing accounts with our high touch customer service model.
  • Negotiate contracts and close agreements to maximize profit.
  • Perform marketing research to prepare, gather, and proof briefing materials, agendas and decks for all executive level & all hiring manager meetings.
  • Coordinate and schedule 15 weekly meetings via Skype with high level managers and directors.
  • Met daily sales quotas (125 connects a week with 50 Cold calls, over 40 emails, and LinkedIn Messaging daily).
  • Close direct hire deals bringing in about $20,000 in fees for each contract.
  • Maintain Market knowledge.
  • Exceed client needs and expectations.
  • Prepare reports on account status through SalesForce and Excel.
  • Collaborate with cross-functional internal teams.
  • Assist with high severity requests.
  • Conduct interviews and reference checks for each candidate.
  • Ensure candidates were compliant and completed documentation (w2, I9).
Education and Training
Expected in 2017
Bachelor of Science: Business Management
San Jose State University - ,
Worked full time while attending college as a full-time student

Bilingual, Spanish & English

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Resume Overview

School Attended
  • San Jose State University
Job Titles Held:
  • Director of Agent Experience
  • HQ Operations Manager
  • Strategic Account Executive
  • Account Manager
  • Bachelor of Science

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