▪ Collaborated with various business sectors to plan and launch Zillow Homes Brokerage in Eastern markets (GA, NC, SC, FL), managing 20-35 direct reports▪ Collaborated with learning and development, engineering, and product teams to create and implement new hire onboarding and training for 120 remote new hires across 25 markets▪ Created and implemented SOPs and best practices according to market and state regulations/needs derived from geographical analysis▪ Responsible for driving daily performance of cross-functional teams▪ Established and monitored service level agreements (SLAs) ensuring that customer inquiries were addressed within 10 minutes▪ Serve as point of contact for customer escalations and compliance issues▪ Created and implemented team goals and metrics aligned with customer satisfaction and business objectives▪ Coached team toward meeting or exceeding data driven KPIs and team metrics▪ Measured team goals and metrics against organizational goals and coached accordingly▪ Identified service level gaps and worked with senior management and stakeholders to address such gaps improving team metrics▪ Led monthly team meetings to recognize, motivate, and train team▪ Actively supported team development through one-on-one meetings, active call listening, and training as needed

▪ Fostered a team environment built on respect and transparency, empowering the team to take ownership in reaching team objectives▪ Train and onboard new employees during the implementation of new SOPs, technology tools, and relevant trainings▪ Focus on building relationships with organizational leaders across Zillow Offers to better understand how to work collaboratively to place more buyers in more Zillow owned homes▪ Work with leadership to create SOPs and best practices with our team, partner business managers, and partner brokers ▪ Serve as primary point of contact between partner business managers and partner broker in assigned markets ▪ Work with leadership and partner broker ISA’s to identify coaching opportunities for buyer specialist reps

Ushering in Real Estate 2.0 by serving as a trusted advisor to buyers and sellers, creating a seamless and streamlined customer experience. Work collaboratively with our local third party broker and agent partners with the goal of improving the buying and selling experience. Committed to ensuring quality service and operational excellence.

Assist buyers and sellers or real estate in not only meeting, but exceeding their expectations and real estate goals. Ensuring that every transaction is unique and memorable. Acting as agent for the best interests of all clients.

Conduct targeted signals intelligence analysis to support approximately 2,500 military personnel and Federal civilian intelligence employees Produce daily strategic level products for assigned area of responsibility in support of contingency operations.Conduct intelligence analysis to satisfy production requirements for DoD and intelligence community clientsConduct daily presentation of finished intelligence products.  Prioritize intelligence requirements and meet all established timelinesReading, writing and listening proficiency in Modern Standard Arabic

Maintained tactical vehicle systems, Satellite Transportable Terminals, and other sensitive radio, communication, and network equipment valued at 2.5 million dollars with 100% accountability. Created, planned, and implemented training activities quarterly for over 10 employees.Assisted Senior Satellite Manager in active directory management.Created, and submitted reports as scheduled, using MS Office applications.Managed domestic and international IT Specialist in installation, configuration, and maintenance of LAN network supporting over 500 employees.Executed remote software and hardware installs, upgrades, and maintenance on 500+ workstations.Supported over 200 users in implementing Army Gold Master re-images with all DoD (Department of Defense) Baselines and setting up Outlook E-mail accounts.Coordinated and facilitated over 200 audio and audio-video conferences. Collaborated with Tier III System Administrators in diagramming, mapping, and wiring 40 buildings.Supported Joint Task Force Operations of Department of Defense services in installing and maintaining user end equipment on Non-secure Internet Protocol (IP) Router Network (NIPRnet) and Secret Internet Protocol Router Network (SIPRNet) for over 500 employees.Managed user account access and privileges for over 300 employees.Coordinated the Audio and Visual for numerous meetings and ceremonies.Serviced over 100 trouble tickets a day on servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smart phones, software deployment, security updates, and patches.