Provides operational & administrative consulting for real estate agents & teams across the country assisting with the implementation of proven systems & processes to assist in growing their business.

Management of all Livian related events to ensure they achieve relevant goals, generate leads, and attract positive attention in order to support recruitment efforts. Additionally responsible for the efficient management & successful completion of all projects related to Corporate Operations; including the recommendation, build out, & implementation of new platforms, as needed. Supervised both full-time & virtual staff. **Event Management**- Identifies company needs & develops a theme for the presentation space at the event. - Creates out-of-the box experiences for event attendees. - Develops & maintains relationships with primary contacts with both the event host & vendors/partners. - Discusses additional opportunities for the company to have a presence during the event.- Acts as the point person on-site during each event to ensure all runs smoothly.- Planned a reimagined conference booth experience to increase engagement, lead generation, & recruitment. - Initiated & managed the overhaul of the look & feel of the annual flagship event. **Project Management**- Defines project's goals and objectives, & develops a plan that includes the budget, timeline, and accountability. - Re-envisioned how the overall Project Management structure would function.- Builds & maintains comprehensive project outlines in project management software. - Leads ongoing project discussions & update calls. - Monitors project progress, milestones, & deliverables, & ensures the project stays within budget.

We are a group comprised of agents and Market Center leaders who work toward creating a more complete experience for our partners through driving technology. We are passionate about influencing the future of the real estate industry!

This position is broad in scope and spans all areas of the Financials, Operations, Education & Training, and Marketing of multiple companies that Lula Partners, LLC is a Principal Partner or Joint Venture Partner. Responsibilities range from event planning to creating and implementing company-wide systems, to legal compliance. Activities include day-to-day operational tasks, weekly meetings with leadership and staff, creation or review of weekly and monthly reports, and semi-annual and annual budgets. **Operations**- Integrate all major operating functions of the Market Centers, ensuring everyone is rowing together in the same direction, modeling the way, and always working toward the defined goals of the business.- Develop and maintain agent on-boarding system and process across Market Centers with goal to have all agents in productivity mode within 90 days - to include action plans for staff, orientation presentations, intro to KW classes, new agent announcements.- Develop & maintain agent recruiting outreach strategy, systems and marketing plans – to include consistency in technology/CRMs and in the drip campaigns across all Market Centers.- On an ongoing basis, evaluate all technology and systems. Determine if there are ways to streamline and create additional consistency, scalability, and efficiency, with customer service, cost, and ease of use as primary determinants.**Leadership**- Study and commit to mastery of KW models, master Market Center systems and growth models; i.e. economic, organizational, lead generation, and budget models.- Interface with Market Center leadership teams in areas of HR, technology, marketing, communications, legal, etc.

Merged with The Jesse Johnston Team**Operations**Ensures KPI accountability by all members of the sales team through monthly one-one-one meetings.Assesses systems & processes on an ongoing basis to identify areas in need of improvement.Restructure/develop and implement new systems for sellers, buyers, lead generation, contact database management, and back office support.Developed and subsequently maintains project roadmaps for all ongoing projects & goals. Monitors the progress of ongoing projects to ensure all projects are being completed as scheduled. Identifies new talent and connects talent with Managing Partner.Leads meetings (at a minimum interval of) bi-weekly with full company. Holds all employees accountable for following the systems & procedures assigned to their role. ​**Accounting**Reviews monthly Commissions Report for accuracy and reports any potential inaccuracies.Maintains monthly reviews of company P&L.Reviews GL quarterly with Managing Partner to identify and make necessary corrections to misallocated charges.Maintains an itemized list of all social media & digital marketing charges. **Marketing**Aligned social media accounts across various platforms to ensure consistent & accurate marketing.Supervises the Content & Creative Associate and provides final proof approval for all design projects and expense requests.Assists with the development and execution of community marketing events, as needed. Design creative for social media and print advertising, as needed. Monitors and maintains the email marketing system. **Networking & Development**Identifies and attends networking events & training opportunities to ensure continued knowledge of current trends and market technology. Attends a minimum of 3 professionally related conferences a year.Training & OnboardingPlans, develops content and executes all company retreats and/or team building events. Coordinates onboarding and training for new agents & lead generation staff.

- Responsible for producing listing marketing materials and scheduling marketing for listings.- Responsible for the processing of all contracts through closing.- Assures that all post­-closing disbursements, filing, and procedures take place.- Communicates with customers, clients, other agents, and service providers throughout the closing process.- Responsible for keeping the entire team updated on the progress of all contracts and advises team memberswhen they need to become involved in negotiations or problem resolution.- Maintains all vendor and service provider files.- Bookkeeping (A/R and A/P)­ including maintaining the books, paying the bills, handling payroll, ensuringthe collection of commissions, maintaining the budget, and generating financial reports- Leading administrative team members (as appropriate to team structure)- Training of all Agents- Build, implement, and manage all Lead Generation and Operations Systems.- Create and maintain an operations manual that documents all systems and standards.- Be the first point of contact in handling customer inquiries or complaints- Keep the lead agent informed regarding any problems or issues that need to be handled.- Responsible for hiring, training, consulting, and holding accountable all additional administrative team members.- Handles all social media accounts and company marketing.- Handles all reporting for ISA’s and Agents.- Coaches and mentors Agents into better productivity

- Developed and launched events for new bar & restaurant.- Recruited and coordinated the hiring process for front-of-house (FOH) staff.- Participates in weekly management meetings to announce new initiatives & menu adjustments.- Managed inventory and ordering for all beer & liquor.- Maintained schedule of events for bar & restaurant, including all live music acts.- Served as project manager for the redevelopment of the company website & outgoing email marketing efforts.- Modernized restaurant’s presence across various social media platforms.- Updated FOH policies & procedures related to consistency of service.- Reorganized company-wide phone system & ACD routing.

• Responsible for proactive maintenance and upgrades to client accounts.• Assisted legacy customer with account maintenance. • Managed payment processing tasks. • Handled troubleshooting and client issues.• Accepted escalated calls when necessary. • Provided company-wide consulting services to increase productivity and efficiency.

- Redesigned ACD & routing setting to more effectively route calls and improve the customer experience.- Team member for the development & budgeting for a satellite West Coast call center.- Developed and launched live chat platform. - Served as project manager for the bidding and launch of a consolidated ticketing solution to streamline call center processes. - Developed robust training program from the ground up.- Assisted in the development of annual department budget. - Coordinated the hiring, training & scheduling for all department staff.- Developed and implemented clear, interactive procedures that improved overall customer experience.- Evaluated the effectiveness of policies on a ongoing basis and made changes as necessary.- Monitored call center programs, managed service levels and estimated call volume based on historical metrics.- Collaborated with Sales, Marketing, IT, & Leadership Team to ensure the needs & requests of the Call Center were met.- Maintained up-to-date reports displaying trends & statistics of incoming contact volume.

- Accepted RFPs & partnered with a new call center management software provider to better serve the needs of clients & customers. - Served as Project Manager for the development & implementation of new call center management software. - Project Manager responsible for vetting andand selecting a third party call center to ensure clients & customers received 24/7/365 support.- Served as Project Manager for the training & implementation of the third party call center into our service model.- Assisted Sales & Affiliate Relations team in product development & new affiliate program implementation.- Redesigned ACD & routing setting to more effectively route calls & improve the customer experience.- Developed updates & implemented clear, interactive procedures to improve customer experience.- Continually evaluated the effectiveness of policies and made changes as necessary.- Managed all full-time and freelance support personnel.- Maintained IVR system and works with project managers to facilitate enhancements to our proprietary CRM.- Monitored call center programs, manages service levels, and estimates call volume based on historical metrics.

- Redesigned ACD & routing setting to more effectively route calls & improve the customer experience.- Managed the ongoing transition between Lotus Notes system to SharePoint/Microsoft Dynamics CRM solution.- Served as lead form & entity developer within Microsoft Dynamics CRM.- Researched, accepted RFPs & launched first-ever live chat solution for the company.- Developed and coordinated the delivery of a two-week hands-on training program for seasonal employees.- Developed department’s first policies regarding schedule adherence. - Redefined job responsibilities of Customer Service Representatives to properly encompass all aspects of the position.- Monitored call center programs, managed service levels, and estimated call volume based on historical metrics.- Instituted, planned, & lead weekly department meetings.- Developed updates & implemented clear, interactive procedures to improve customer experience.

- Created revised training program to improve efficiency of training & staff retention.- Developed clear roadmap defining goals & expectations of department ensuring all customers receive top tier service. - Efficiently ran will-call box offices for major clients; including the Drama Desk Awards & Conde Nast events.- Accepted RFPs, organized, & trained outsourced call center companies as needed.- Assisted Sales team & Client Services team in product development & new client implementations.- Point person for all issues/updates to company-wide telephone & ACD systems.- Monitored call center programs, managed service levels, and estimated call volume based on historical metrics.- Developed and coordinated quarterly department meetings. - Assisted clients in developing their sales & marketing campaigns in the most effective way. - Collaborated with Sales, Tech, Marketing & Editorial departments to ensure open lines of communication.- Managed Phone system including queue management, ACD routing and reporting.- Developed, updated & implemented clear, interactive procedures to improve customer experience.

• Acted as direct liaison between Phone Agents and Customer Service Manager.• Met with Customer Service Management team weekly to discuss direction of department.• Responsible for progress of all agents on duty• Scheduled employees weekly.

• Assisted callers calls looking to purchase tickets or gain information regarding theatrical events• Assisted Editorial Department with the building of show & event listings for the website