Jacob Conroy Email and Phone Number

I mentored and lead a team of 26 real estate agent experience partners who delivered a top notch experience to real estate agents across America. In this position I:- Utilized KPI’s, Business Intelligence software (Looker) and coaching/leadership skills to drive effective individual performance (1-on-1’s and call listening) and the overall agent experience at Better- Analyzed gaps in the agent experience then suggested and managed new product features or workflows for revenue optimization - Advised and negotiated on escalated files and situations to provide actionable solutions - Lead training programs and assisted with the creation of new workflows that improved the day-to-day work experience for my employees/department that had positive impacts on metrics and the team’s scalability- Identified and communicated with key stakeholders on cross functional teams to ensure that everyone has the tools needed for success, resolve pain points, and increase overall cohesion - Interviewed, on-boarded, and trained individual contributors to create successful employees

I worked directly with real estate agents across America as a dedicated point of contact and was accountable for their experience. During my tenure in this role I:- Managed and was accountable for a full-cycle pipeline of 350+ real estate agents while maintaining a 9 NPS - Utilized interpersonal skills to provide exceptional customer service and develop relationships with real estate agents to create long term partnerships ultimately leading to repeat business and referrals- Handled a wide array of questions, requests, objections and escalations from real estate agents through a mutual clients loan process- Collaborated with cross-functional teams to resolve issues and ensure a timely closing for our customers mortgage transactions- Successfully pitched and on-boarded agents into programs and partnerships - Mentored new colleagues by answering questions and providing guidance leading to their successful ramp-ups - Consistently overachieved set quotas for outbound/inbound metrics, client conversion, and agent NPS

I fielded inbound calls and inquires from active clients to answer their questions and ensure that they had a great experience during their mortgage transaction. In this position I:- Walked clients through submitting an application, to lending a hand when in the processing, underwriting, and closing part of the transaction while handling any and all questions/objections during these milestones- Received an overall customer satisfaction score of 4.55/5 in a total of 2,205 conversations with clients - Assisted and resolved client’s suspended files by working through Fannie Mae eligibility factors- Was considered a Senior CE associate and delivered multiple trainings/presentations to onboarding classes ranging from 50-100 participants

- Coordinated daily activities and games for the health & wellness of children during sports clinics and athletic events- Modeled leadership and positive interactions- Intervened when conflict occurredbetween youth