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.

- 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..

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.

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.

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.

• 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.
• 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.
• 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.

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..