• Cross-functionally managed relationships with Landing customers, external apartment community teams, and supporting internal staff members for a portfolio of furnished rentals in Austin, TX• Owned customer experience for duration of reservation and served as single point of contact for residents via call, text, and in-app ticketing system• Inspected apartments to ensure Landing standards of home condition, cleanliness, and inventory are met and resolved concerns in the field prior to resident move-in• Maintained an average of 93% occupancy across portfolio by working to retain members and extend reservations beyond initial move-out date, resulting in an average length of stay of 6 months and lowered customer acquisition cost • Managed lease execution, renewal and rate negotiation process, and lease-end process, including aiding the transition of residents to alternate Landing apartments when necessary • Achieved 44.4 NPS, 4.6/5 CSAT, 4.7/5 Cleaning Quality Score, and added 25 additional homes to portfolio during tenure

• Developed a distributed team of 10 licensed real estate agents, achieving 143% of quota in first month• Coached, trained, and managed team responsible for qualifying and contacting cold leads • Drove continuous improvement in a remote call center environment by monitoring calls, listening to recordings using Gong, and providing feedback• Collaborated with field teams to ensure cross-functional success as team scaled• Analyzed forecasting, KPIs, and performance metrics including outbound dials, appointments set, sales contracts signed, and call connection rates

• Led a distributed team of 5 licensed real estate agents targeting lost leads• Created training, process documentation, and support for feature releases in Salesforce for team to ensure understanding and utilization of new software functionality• Collaborated with marketing and sales enablement to ensure team’s goals were met • Developed and lead training and onboarding process for new hires• Conducted team meetings to review call recordings as a group and provide constructive feedback, promoting sharing peer feedback in a positive environment• Conducted weekly 1:1 meetings with direct reports to provide continuous coaching and to maintain an ongoing feedback framework for team members

• Re-engaged with lost leads to remain top-of-mind after 1+ year of no outreach from Sundae• Utilized outbound calls, SMS, and email to manage pipeline and contact 70+ prospects daily• Wrote outreach communication templates for email, SMS, and phone call scripts utilized by all members of the team• Created and implemented new outreach cadences to stay connected with prospect, including increased SMS messaging, achieving a 2% increase in call-connection rate

• Served as the first point of contact for prospects inquiring about Sundae’s marketplace for selling residential property off-market• Utilized inbound and outbound calls, SMS, and email to manage sales pipeline, contacting 50+ leads daily• Set appointments for in-market real estate agents to meet prospects and assess properties• Analyzed dashboards and reports to interpret and measure personal performance

• Served as the customer-facing contact for clients during migration from Luxury Presence's legacy platform to an upgraded product offering, promoting customer retention and increased satisfaction by introducing existing customers to new features• Led real estate professionals through software training, live website edits, and provided general platform support via live Zoom calls and recorded tutorials• Used Zendesk to provide customer support via ticketing system, call, and text, offering same-day resolution for most customer concerns• Provided guidance and solutions for client websites to promote self-service • Troubleshot, resolved, and documented user-experienced bugs within the platform

• Led a team of 8 customer experience representatives, both remotely and in-office, dedicated to supporting Landing customers in furnished apartments across the United States • Created and reviewed performance goals for team, focusing on customer-centric metrics including ticket resolution time and Net Promoter Score • Owned the de-escalation and retention process for dissatisfied customers by serving as single point of contact during resolution process• Used Stripe to manage ad-hoc and monthly payments for all customers, owning the process of rectifying any payment issues • Supported sales team by managing pipeline of leads during periods of low occupancy while conducting managerial duties• Aided product team in transitioning from Zendesk to Salesforce, provided ongoing support Customer Experience team as direct reports learned new software utilized for daily workflows• Created and documented processes for sales, customer experience, and monthly billing process for Landing’s internal knowledge base to be used by all employees as the company scaled

• Joined as Landing's first customer-facing team member, responsible for the sales lifecycle of inbound leads and served as sole point of contact for all converted customers during initial 3 months of company growth• Communicated unique offering and benefits of Landing membership to leads, providing detailed information and answers via call, text, and email• Oversaw reservations in furnished apartments for converted customers from the date of move-in to move-out, providing support during duration of reservation• Collaborated with internal teams to further Landing’s growth within initially launched markets (Birmingham, AL, and Nashville, TN) and new markets, aiding in the rapid expansion of the company’s portfolio of across the United States • Led training processes new hires, developed and implemented a transition plan allowing Sales and Experience team to split into two teams, with one team focusing on solely on sales efforts, and the other dedicated to customer interactions