Isabel Kelliher Email & Phone Number

Seattle, Washington, Us

Leading complex projects impacting Zillow's B2C and B2B Frontline teams. Launched multiple chat and voice bots, extra-large full-cycle programs, and complex products.

Seattle, Washington, Us

Seattle, Washington, Us

Brokerage Operations is a shared service team supporting all brands that perform licensed real estate activity at Zillow.Raised employee engagement and satisfaction scores by 15% from Spring 2020 to Fall 2020 by focusing on team building and collaboration in a newly remote work environment due to the Covid19 pandemic. By writing employee satisfaction criteria into quarterly OKRs and reporting on progress, employee inclusion and belonging were kept top of mind for leaders. As part of this initiative, designed and facilitated 9 hours of collaborative and innovative content for the team’s first virtual offsite, through which skills were developed that have consistently solidified team morale.Saved 16 hours of manual work per month for the organization by implementing standardized project management tools, enhancing processes, and applying lean methodologies. Independently built strong relationships across the company, a network which was leveraged in effective resourcing for solutions. Facilitated the solutioning of complex problems with competing priorities, leveraging collaboration with leaders and cross-functional partners as well as launching a successful Rhythm of Business reporting cycle to make informed, quick decisions. Drove annual cost savings of $260k while improving operational efficiency and organizational success by partnering with product to automate the manual auditing of 4,000 items/month.

Seattle, Washington, Us

Plan, execute, track, and launch short term initiatives that impact the Zillow Advisor Team and the cross-functional partners that interact with the Zillow Advisor Team. Skilled at running Scrum, building rapport, as well as providing a bevy of ideas. As a leader on the national Quality Assurance team, my focus was on providing consistency and a solution-oriented approach to Operations management.

Chicago, Illinois, Us

Launched operations for the Seattle Market and managed flagship Target merchant account in Northwest. Drove highest national fulfillment quality performance out of 21 stores in Fill Rate, DPMO, and Availability.Wrote 14 National Standard Operating Procedures for Google Express and collaborated with Standardization team of four to update and standardize six years worth of written standards for Google Express.Trained, coached, and managed team of 23 direct employees who fulfilled orders in three retail locations.Drove organizational savings of $23,450 by increasing retention rate 62%. Achieved by implementing enhanced and individualized training, improvements to finance, utilizing cross-functional network relationships, and analytical reviews to increase employee engagement.Leveraged staff inclusion to improve hourly throughput by 49% (from 25.5 to 38 items/hr) through rate testing, incentivized contests, and enthusiastic leadership. Provided an open-door environment facilitating solution-oriented thinking from the employees where ideas were tested, iterated, and standardized which built trust and bettered the customer experience.Partnered with Supply Chain and Transportation teams to ensure 100% on time delivery.Developed basis of an auto-replenishment model for the Supply Chain team that was piloted in the Seattle Market and launched as the national standard for 3PL management of supplies using consumption data collected from multiple sources.Selected by Regional Manager as administrator to oversee and lead organizational culture including event coordination for high level Googlers and mentorship/training of peers.Managed a range of 23 local merchant accounts providing staffing solutions, operations leadership, training and development of staff.

Seattle, Washington, Us

Portland OR, San Mateo CA, Corte Madera CARetail manager running Women’s Shoe departments with three promotions in as many years. 6-42 directs and annual volume responsibility of $1.2Million-$7.2Million. Drove HR initiatives in multiple stores including development of new onboarding processes to increase employee retention and match employees with the best role. Led initiative to host monthly 1:1 meetings with each employee to assess engagement and job satisfaction, promoted 13 employees in four months to leadership and different divisions by leveraging cross-functional network relationships and an understanding of each employee’s goals.Achievements and Awards:Relocation package with Nordstrom from Portland OR to San Mateo for Excellence in employee engagement, logistics improvements, and retail management “Cash Call”: Top managerial performance at store-level awarded 9 times at Nordstrom, most recently in February 2016Nordstrom “Anniversary Cup” Awarded August 2015 for submission outlining top managerial performance and sales increase for the Anniversary Sale in Women's Shoes at Nordstrom Hillsdale after being the only Women's shoe department to have an increase in sales over the previous year

Seattle, Washington, Us

Jan 2013-Oct 2013 First Assistant Department Manager of Women's, Salon, BP, and Active Shoes: Nordstrom at Lloyd Center. Portland, ORAug 2012-Jan 2013 Co-Assistant Department Manager of BP/Active Shoes: Nordstrom at Washington Square. Tigard, ORJan 2012-Aug 2012 Co-Assistant Department Manager of Women's and Salon Shoes: Nordstrom at Lloyd Center. Portland, ORAug 2011-Jan 2012 Assistant Department Manager of Shoes: Nordstrom Rack at Tanasbourne. Beaverton, OR

Seattle, Washington, Us

Started in Bethesda, MD selling Kids' shoes in a department where I achieved top tier sales with the Pacesetter award and was promoted to Striker. Specialized in building customer relationships for repeat business, logistics improvements, scheduling of the associates, and resolving customer issues. Graduated from the Nordstrom Future Leadership program with an offer to manage a $1 million infants and toddlers department before transferring to Downtown Portland, Oregon where I continued to sell kids' shoes for two months until promotion to assistant department manager at Nordstrom Rack.