John Pace Email & Phone Number

Houston, TX, US

• Provided comprehensive operational support to a diverse population of hundreds of industry stakeholders in daily operation of rented units in 1000+ properties in 10 metros. Regularly handled sensitive and escalated.
• Devised, crafted, and conducted onboarding training and product demos for 150+ stakeholders new to the organization including real estate investors, realtors, property managers, and housing advocates.
• Subject matter expert relied on to educate customers and stakeholders on company policy, procedure, industry best practices, and product usage.
• Identified as top performer and tasked with spearheading a new tier of support within the existing Customer Experience structure to offer priority service to stakeholders crucial to the future of the organization.
• Advocated internally and externally for robust tenant protections, landlord accountability efforts, and fair consideration/application of policy toward vulnerable or marginalized customers in need of housing.
• Supported the Growth, Legal, and Product departments with the property onboarding process including listing quality control, lease drafting/execution, and product access/navigation for new users.

Houston, Texas

• Delivered comprehensive support to 10 sales executives with a combined annual sales goal of $40M.
• Planned, coordinated, and organized dozens of annual benefit fairs to educate and inform customers.
• Mastered benefit provisions and contractual language to eliminate errors in processing daily policy changes while working to salvage potential terminations and driving world-class service.
• Expedited budget tracking, expenses, travel arrangements, territory management, and event planning for 3 office directors.
• Mentored 4 new hires in line with company mission, best practices, policies, and procedures.
• Formulated and executed flawless move of 25-person office to new location while maintaining service levels and without interruption to business.

Houston, Texas Area

• Selected to promote into this position to meet the demands of rapidly growing national organization.
• Built new regulatory department, recruiting, hiring, and developing 3 talented compliance professionals in line with new state regulations to realize 99% compliance rating.
• Overhauled onboarding and training process for 180+ field employees to meet long-term staffing needs, hiring, training, and transitioning each employee and increasing retention and satisfaction.
• Created and presented annual compliance report aligned with state law to Texas Education Agency.
• Researched and devised policy and procedure changes to meet local, state, and federal regulations.

Houston, Texas Area

• Developed and implemented new onboarding process for historic 60-field staff training within 3 months.
• Initiated and launched plan transitioning field staff from contract to part- and full-time employees after analyzing business needs against growth and forecasts.
• Crafted, planned, and presented annual in-person and remote training for 180+field employees.
• Served as primary point of contact and organization representative with Texas Education Agency, defending all policy creation and decisions with positive outcomes and full compliance results.

Houston, Texas Area

• Guided prospective and current teachers through program to full certification, enabling company record of 70K+ certified teachers statewide.
• Elevated company image as representative at training sessions, job fairs, and marketing events.
• Assessed hundreds of annual talented applicant transcripts for program admission, quality, and eligibility determinations.

Little Rock, Arkansas

• Promoted to manage over 20 sales associates, including hiring, training, task delegation, and performance.
• Improved the overall customer experience by handling/diffusing tough customer situations.
• Appointed manager over the shipment receiving process, as well as the placement and visual standards of new product.
• Assisted in managing payroll, scheduling employees, and monitoring daily, weekly, monthly, and quarterly results.
• Successfully improved store to new sales records, as well as recognition as one of the top 50 stores nationwide in traffic conversion.
• Minimized and responded to theft/shrink, both internally and externally.

Arlington, Texas

• Interacted successfully with customers on the sales floor, over the phone, and at the register.
• Tasked with consistently and accurately updating the sales floor Point-of-Sale system layout on a weekly basis.
• Appointed store leader in promoting and increasing in-store online sales. Arlington location led the West Dallas district in this area.
• Required to attempt to enroll customers in company rewards program, maintaining a high conversion rate (over 90%).
• Assisted in receiving, processing, and merchandising stock shipments

Bachelor Of Arts - Ba, Political Science And Government

Education record