Highly accomplished, self-motivated, and strategic leader of customer experience and project/program management with more than 10+ years of transferable experience in both start-up and mature business environments across multiple sectors. Accustomed to creating and implementing complex business strategies, delivering exceptional internal and external customer experiences, and mentoring staff in the intricacies of exceptional service delivery. Superior interpersonal, communication, and cross-functional team-building and stakeholder management skills. Passionate about developing people, scaling teams, and building strong company culture and community.
Enhanced and guided all customer experience and support initiatives through dual responsibilities of Denver Site Leader and Director of Customer Support. Rejuvenated internal roadmap to incorporate greater emphasis on customer experience, culminating in launch of national billing product. Collaborated with senior executives regarding clear delineation of customer experience, expectations, and value. Managed all culture and employee relations, including supervision of Office Manager.
Administered dual responsibilities of leading the Training & Development and Customer Experience teams. Analyzed existing business plans, identified process inefficiencies, and tracked performance following implementation of improvements. Influenced team-wide Agent Care Development Paths to support team retention and performance at all levels. Directed day-to-day business functions of multiple projects, including development and launch of Zillow Group's highest volume customer support phone line.
Enhanced productivity through revamped staff hiring, goal setting, coaching/training, performance evaluations, and employee development programs. Optimized operational planning and business frameworks through more efficient resource utilization and waste reduction. Mentored 21 billing and retention coordinators and one team lead in the areas of customer experience, revenue protection, and career development.
Oversaw 15-member team implementing onboarding process following launch of Premier Agent, a combined Zillow and Trulia product. Restructured process to accommodate 225 clients per day. Recruited, trained, managed, and mentored five-to-six new customer service representatives per year. Directed targeted campaign with Onboarding Team that increased usage of Agent App from 21% to more than 50% within six months; campaign conducted in collaboration with Marketing.
Honors & Awards
Launch Leader for Diversity and Inclusion efforts for the Women's Impact Network (WIN)
Voted by Sr. Sales Leadership for being the best Business Partner in 2014
Voted by Sr. Leadership, VP & GM for living the IMPACT values daily in 2012
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