Jenn Averink Email & Phone Number

Cambridge-Narrows, Nb, Ca

Cambridge-Narrows, Nb, Ca

Greater Toronto Area, Canada

Leading the assessment, development, implementation, and management of high-performance support processes to enhance the experience for real estate agents and home shoppers across Canada. Workflow Optimization/Process Development:*Evaluate and strategize to build, deploy, and foster adoption of top-tier support processes.*Launch/leverage Zendesk functionalities to maximize operational efficiency.*Design customized responses and client-centric approaches for inbound communications.Team Management and Development:*Recruit, manage, and develop a team of support personnel, including contractors and remote FTEs.*Ensure team members are proficient points of contact for support inquiries.Performance Measurement and Improvement:*Implement/uphold exceptional service standards with clear performance metrics.*Conduct regular reporting on Zendesk support aspects*Manage Agent Performance Improvement Plans.Systems Enhancement and Quality Control:*Develop strategies for optimal use of online tools by real estate agents*Execute quality control for support interactions (SLAs and ticket prioritization)*Create processes for handling complaints and expired registrations to mitigate brokerage liability*Manage revenue protection procedures and oversee cost controls per dealDocumentation and Process Improvement:*Partner with cross-functional teams to document Standard Operating Procedures*Oversee development/maintenance of processes and workflows to increase visibility company-wide*Expand Internal Knowledge Base to facilitate knowledge transferSpecialized Responsibilities:*Address real estate-specific inquiries as a licensed Realtor*Organize and conduct bi-weekly operations team meetings for ongoing operational enhancementIn this role, I proactively enhance support processes, optimize team performance, and align support activities with broader business objectives to ensure an exceptional experience for agents and consumers within the real estate domain.

Deliver an exceptional client experience throughout the customer lifecycle by building and nurturing relationships, educating clients, and proactively analyzing and addressing client current and future needs. Analyze product adoption metrics to enhance ongoing engagement of key global accounts. Redesign and improve customer support processes and systems leading to improved quality and efficiency.Coordinate time-sensitive projects, initiatives, and communication between cross-functional teams and external vendors to optimize overall internal operations and enhance customer experience. Responsible for mentoring, training, and coaching new and existing team members on new products, tools, and processes.Key SkillsCustomer Success | Client Experience | Onboarding | Product Adoption | Customer Engagement and Retention | Project Management | Training | Coaching | Metrics Analysis | Global Accounts

Assisted in supporting all team members in behaviour change, and healthy habits and lifestyle by building and nurturing relationships. Provided a positive and supportive client experience.

Built a four-location Kindermusik school, teaching over 350 students, with over 60 classes per week, and employing a team of 20 music educators that instilled fun and the love of learning in children age 0 to 7. Cultivated customer relationships and expanded from group classes to private lessons with 95% retention.Initially executed all business operations including finance, admin, sales, marketing, and customer relations, and later hired a team to manage the business.

Burlington

Created innovative nutrition and fitness plans to motivate and inspire change in 150+ clients who have improved overall health, reduced medical issues, and exceeded weight loss goals. Coordinated all aspects of business operations including marketing, sales, finance, and service. Designed, built, and maintained WordPress website. Created, produced, edited, and published copy, video, and blog content on website, social media, and via email.Key SkillsFounder | Nutrition and Fitness Coach | Behavior Change | Marketing | Sales | Customer Service | WordPress | Content Creation | Copywriter | Email Marketing | Day-to-Day Business Operations

Real Estate Salesperson, Real Estate

Hons. B.Mus, Music

Dipl. A. A., Music

Small Business Management