● Recruited to provide exceptional support to customers looking to sell and buy homes, handling inbound and outbound calls, SMS, and email communications daily (on proprietary CRM) to understand their needs and offer tailored solutions using Zillow’s products and services.● Established strong relationships with customers to create an optimal environment for transactions.● Connected customers to appropriate Zillow offerings and partners—such as local Premier Agent partners, OpenDoor for cash offers, or Zillow Home Loans—by leveraging deep knowledge of real estate solutions and employing various techniques to build rapport.● Ensured strict adherence to real estate norms, policies, and regulations while successfully managing both licensed and unlicensed markets with distinct legal requirements. Adjusted standard operating procedures, scripting, communication strategies, and workflows to align with market-specific standards while maintaining exceptional service quality.● Collaborated with a team of sales professionals by sharing insights, contributing to team discussions, and actively engaging in initiatives that drove collective success and continuous improvement.● Consistently achieved and exceeded monthly targets, demonstrating proactive engagement with results, quick learning, and agility in responding to business changes.● Maintained active real estate licenses in multiple states (CA, OR) and demonstrated a commitment to acquiring additional licensing as needed to better serve a wider customer base.Select Achievements● Recognized by leadership for surpassing KPI targets for six consecutive months, leading to an increase in overall team connection rates.● Commended for consistent overall quality evaluation scores of 94% or higher, adhering to constantly evolving SOP and consistently delivering high-quality service.● Initiated new communication strategies and adopted successful peer strategies that improved lead conversion rates by 15%.

● Responsible for managing California Real estate transactions, building & managing a team of transaction coordinators, leading the development of company procedural standards, and maintaining adherence to California real estate contract/disclosure law.

● Recruited to oversee sales processes and documentation for 14 real estate agents, spearheading project management, communications, and problem solving for up to 20 transactions at a time.● Responsible for identifying seller disclosures and auditing 60+ documents following initial contract negotiations; requested additional forms or amendments as needed to ensure compliance with FHA and FHLMC regulations.● Monitored transaction lifecycle by coordinating with clients, lenders, and listing agents, recording progress in proprietary project management software to track KPI development.● Trained newly hired real estate agents on standard processes and provided ongoing coaching on communication expectations and required documentation. Delegated tasks according to agent availability and areas of expertise.● Managed scheduling and organization for all parties involved in each transaction, including home inspectors and contractors. Directed communications with third-party financing teams to supervise underwriting and escrow.● Continually assured buyer protection during real estate purchase, offering contingencies and ad hoc issue resolution.Select Achievements● Recognized by senior leadership for demonstrating adaptability and strong work ethic by seeking constructive criticism and applying feedback to implement workflow improvements.● Commended by peers and direct reports for communication skills and etiquette, maintaining swift response times for phone and email inquiries, even during peak activity.

• Leveraged construction experience and knowledge of residential housing market to organize sales of residential real estate and undeveloped land to clients in San Francisco Bay Area and Silicon Valley.• Managed client pipeline of up to eight high-value contracts, providing attentive customer service and expert property inspection; monitored available properties through Multiple Listing Service (MLS) applications.• Liaise with sellers to develop and optimize marketing strategies, including MLS listings, open houses, and social media advertisement as well as door-to-door networking.• Designed professional website, flyers, and mailers to facilitate relationship building with potential clients; boosted engagement by uploading informational media, such as data-driven graphics and Q&A videos.

ANTOINE’S BAKERY | San Jose, CA 3/2016-6/2020Founder • Launched independent venture as Irwin Remedies, importing teas and herbal remedies from partner companies in Japan and China; expanded business in 2018 to sell homemade baked goods as nutritional dessert alternatives. • Managed all aspects of business development and operations, including cost analysis, forecasting, budgeting, and tax planning. Directed procurement and stakeholder relations, ensuring compliance with federal and county regulations.• Designed original company label and brand strategy, marketing products via word-of-mouth and social media advertisement. Responded to qualitative customer feedback to drive sales and optimize profits. • Built and maintained custom website for online product purchases, requiring setup of secure, encrypted transaction form; captured product photographs and edited video content to feature throughout front-end web pages.

TRANSIT AMERICA SERVICES | San Jose, CA 4/2012-4/2016Railroad Conductor • Facilitated safe and efficient travel for 2K+ passengers daily, managing radio communications, customer support, and conflict resolution while ensuring regulatory compliance during transfer and coupling of railcars and engines. • Responsible for leading daily briefings and supervising teams of conductors and engineers. Coordinated with ground crews to stay abreast of construction, reroutes, and signal errors on upcoming sections of track.

CJA BuildersJourneyman & Project Manager6/2008-10/2015● Directed project planning and onsite operations for home maintenance, remodels, and new construction of residential properties in San Francisco Bay Area, working within budgets of up to $300K per project. Partnered with house flippers periodically to execute major home renovations for lucrative resale.● Recognized for strong work ethic and entrusted with oversight of client communications. Coordinated closely with subcontractors to ensure adherence to project timelines and quality standards.● Responsible for design and implementation of all marketing materials and online presence including company website, SEO, and advertising.