Karla Navarrete Email & Phone Number

Austin, Texas Metropolitan Area

Austin, Texas, United States

- Cross-functionally supported multiple sales teams at Homeward Inc. and Homeward Mortgage through dedicated call scoring, coaching, training content development, and reporting. - Supported quality specialists by providing employee onboarding and training, setting clear expectations for essential responsibilities including call auditing and sharing QA reporting with frontline managers and executive sponsors. - Collaborated with executive sponsors on large-scale projects spanning several months, focusing on the assessment of the mortgage team's current and future needs for the development and launch of a proficient QA team to monitor on-call performance and adherence to SOP's. - After reductions in force in August and November 2022, I was responsible for sales enablement and training for the Homeward Advisor team, onboarding 4 new employees between December 2022 - January 2023. - Collaborated with Homeward Mortgage leaders on a weekly basis to review call scoring trends and offer recommendations for coaching, improving SOP's and developing training resources. - Worked alongside Human Resources to provide call recordings, written communication and supporting documents in response to poor client experiences that were escalated to the Quality team. - Created a number of coaching and tracking resources for managers and individual contributors to be able to review calls in an efficient and effective manner - as well as provide visibility on coaching frequency, duration and quality to the Director of Inside Sales. - Negotiated contracts between 3rd party vendors and Homeward to secure speech analytics technology to elevate our visibility and understanding of sales call performance and success.

- Supported the Consumer Experience Quality Specialist team through daily coaching, auditing task completion, call scoring and completing managerial responsibilities.- Constructed monthly pacing outlines for each individual quality specialist to ensure the Consumer Experience team hit our call audit goal for the entire CSR workforce of 300-450 employees.- Facilitated monthly presentations with senior leaders and front-line managers covering quality and performance reporting to highlight the CSR team's areas of opportunity and strengths. - Collaborated with the Director of Quality and Manager of Sales Quality in short and long-term planning for the entire QA department in alignment with company quarterly OKR's. - Collaborated with the Director of Quality on updating quality policies and expectations based on legal practices, on-call trends and quarterly OKR's to promote successful conversations and a healthy sales environment. - Held crucial conversations with quality specialists when performance was not meeting expectations and collaborated with employees on realistic action plans for improvement. - Conducted interviews for quality specialists, training specialists and employees joining the Learning and Development team. - Collaborated with Human Resources, Consumer Success Managers and Sales Leadership to provide customer service representatives with consistent call coaching and support to curb any potential escalations in disciplinary action and recognize those with excellent on-call quality performance.

Austin, Texas, United States

- Supervised the Consumer Experience Quality Specialist team by providing additional support through coaching, auditing task completion, call scoring and completing managerial responsibilities.- Participated in Realtor.com's leadership development program, covering best practices in hosting crucial conversations, building strong teams and leveraging data to make support strategic decision making. - Conducted interviews for quality specialists, training specialists and employees joining the Learning and Development team. - Collaborated with Human Resources, Consumer Success Managers and Sales Leadership to provide customer service representatives with consistent call coaching and support to curb any potential escalations in disciplinary action and recognize those with excellent on-call quality performance. - Spoke in monthly Town Hall meetings, recognizing consumer success representatives with the highest quality call scores, those earning the quality bonus for the month and empowering CSR's with skills, tips and tricks to assist in their continued improvement. - Coordinated team competitions, spirit days and team activities to recognize the hard work of the team and build a positive team culture.

Austin, Texas, United States

- Worked alongside quality specialists to review customer success representatives' calls with consumers to ensure adherence to compliance standards as well as assessed the caliber of customer service provided. - Offered coaching feedback to customer success representatives for their on-call performance, reviewing call infractions and areas of opportunity in 1x1 meetings on a weekly basis. - Assisted in drafting the company's first rules of engagement and quality policy that outlined general business practices to adhere to, maintaining a healthy sales environment as well as ensure we are working leads with the greatest care and efficiency.

Austin, Texas, United States

- Learned to read a script in English and Spanish to conduct conversations with prospective homebuyers in major metropolitan areas in Texas. - Provided the highest level of customer experience during conversations with prospective buyers and real estate agents, earning high acclaim from a number of clients for the care provided. - Offered feedback to sales managers and operations team members to improve the consumer experience representatives' ability to navigate the CRM and become more efficient in making connections. - Consistently met or exceeded team goals for the month, offering to work overtime and weekends whenever possible.

• Fostered a positive and interactive learning and playing environment for children between 2-3 years-old. • Collaborated with co-teachers to create an age-appropriate monthly curriculum that adhered to the organization’s standards while also ensuring the curriculum fit the classroom’s specific needs and learning styles.• Cultivated healthy relationships with each of the students and their parents to harbor an environment of trust, open communication and learning that could be strengthened at home.

Reno, Nevada

• Provided support to Dr. Mary E. Hylton, Bachelors of Social Work Program Coordinator throughout the 2014-2015 academic year. • Conducted research on diversifying the workplace which resulted in the formation of a taskforce entrusted with hiring an assistant professor who would be employed by the Gender Studies Department and School of Social Work. • Analyzed data levels of civic literacy of college students at the University of Nevada, and explored the correlation between civic knowledge civic activism through voting, petitioning and other forms of civic organizing. • Provided administrative assistance to professors and secretaries when necessary, including greeting incoming students, answering multiple-line phones and taking messages, copying, scanning, documents and organizing files.• Actively participated in the development and organization of multiple large-scale events for students, faculty and alumni.

Reno, Nevada

• Performed research on proposed bills.• Prepared written and oral reports on proposed bills.• Conducted conversations with stakeholders to gather feedback on legislation.• Collaborated with lobbyists and stakeholders to achieve common goals throughout the 2015 Legislative Session• Accurately entered data, including survey responses and client contact information for several different projects the ACLU was a part of in the city of Reno and the state. • Collaborated with the Outreach Coordinator on the development, implementation and evaluation of a civic education and engagement program that was utilized in a Graduate Presentation for the University of Nevada, Reno, School of Social Work

Reno, Nevada

• Shadowed and participated in direct social work practice with clients and families at the Washoe County Public Defender’s Office• Conducted interviews with clients and prepared mitigation documents for attorneys to assist in case proceedings

Master'S Degree, Social Work

Completed graduate internship at the American Civil Liberties Union, under the supervision of Dr. Mary Hylton. Completed an integrative.

Bachelor'S Degree, Social Work

-Captained the University of Nevada, Reno Women's Rugby team through most of college, and worked as a supervisor at the college bookstore..