Proven leader in optimizing client service operations through CRM implementation, cross-team collaboration, and proactive management of best practices, ensuring compliance and consistently exceeding client expectations. • Lead companywide implementation of CRM systems, such as HubSpot, to streamline operations and enhance client service delivery through standardized processes and documented workflows across advisory software tools.• Ensure the timely and high-quality execution of services to advisors, utilizing multiple software platforms and coordinating with custodians and internal teams to resolve issues efficiently.• Proactively manage best practices, including quality assurance, billing, and performance reporting cycles, to align services with compliance policies and effectively meet client needs.• Collaborate with internal teams to develop efficient processes and consistent best-practice policies, fostering responsive communication with management, team members, and clients via phone and email.• Analyze client needs to provide tailored solutions, prepare materials for advisor-client meetings, and oversee the completion, coordination, submission, and management of client-required paperwork to facilitate smooth operations and high client satisfaction.

• Managed end-to-end real estate transactions, ensuring compliance with industry standards and regulations, highlighting meticulous attention to detail and adherence to processes.• Demonstrated leadership and mentoring abilities by assisting in the training of 3 remote real estate assistants/transaction coordinators, fostering a collaborative and supportive team environment.• Coordinated and facilitated real estate transactions through their lifecycle, showcasing strong organizational and process management skills.• Effectively communicated with title companies and attorney offices, demonstrating strong interpersonal and negotiation skills crucial for collaboration with external stakeholders.• Collaborated closely with leads until successfully handing them off to an agent, emphasizing commitment to client satisfaction and effective relationship management.• Distributed leads to various agents using efficient communication channels, showcasing multitasking abilities and the ability to prioritize tasks in a fast-paced environment.• Utilized templated emails and managed showing availability forms and subscriptions for customers, ensuring accuracy and timely delivery of information.• Played a key role in compliance review processes, demonstrating a strong understanding of industry regulations and ensuring adherence to legal and regulatory requirements.

Led a team of 37 Integration Leads, Seniors, and Analysts, demonstrating strong leadership and organizational skills essential for effective team management. Collaborated across departments to implement new processes and initiatives, showcasing adaptability and cross-functional collaboration.• Identified training needs and communicated updated processes/procedures to the team based on findings of inaccuracies, highlighting attention to detail and commitment to continuous improvement• Served as the primary point of contact for escalations or day-of questions from management/other departments, State Brokers, agents, and other exp partners, demonstrating strong communication and problem-solving abilities• Reviewed weekly activity reports, determining areas for further clarification, training, or oversight; Developed spreadsheets in Excel with internal formulas to boost monthly reporting efficiencies• Generated reports summarizing the results of completed reconciliations; Defined reporting and auditing needs and built powerful and easy-to-use Google Sheets for team lead• Assisted with audits and monthly year-end closings, by compiling required documentation and creating automated processes to streamline account reconciliations, improving operational efficiency, and reducing manual effort

Collected analyzed, and interpreted data from various sources to identify trends, patterns, and opportunities for process improvement. Reviewed weekly activity reports and metrics to identify areas needing further clarification or training needs. • Established strong partnerships with various departments to gain insights into current business issues and opportunities related to learning and development• Worked effectively in cross-functional teams to assess current business processes, identify pain points, and recommend improvements to streamline operations• Kept policies and the company website updated and current as a reference point for the team, demonstrating a commitment to process documentation and communication• Worked within a cloud-based transaction management platform, utilizing Google Suite, Excel, task management software, and cloud-based platforms, showcasing the ability to adapt to new technologies and software systems

Managed a team of 10 Contract Compliance Seniors and Specialists, demonstrating strong leadership, organizational skills, and the ability to manage workload distribution effectively through overseeing team coverage and scheduling• Identified a need for additional training in brokerage operations and agent care, leading to the development and implementation of updated training protocols• Created procedures and processes implemented nationwide for best practices; Developed and maintained a Trello system for better organization and efficiency within the Contract Compliance Department• Served as a liaison between Contract Compliance Specialists and Brokerage Operations, ensuring effective communication and collaboration; Facilitated team meetings preparing agendas, and slides• Acted as the primary point of contact for escalations and inquiries from team leads, other departments, State Brokers, agents, and other partners, ensuring compliance with industry standards and regulations

• Assisted clients with installing, maintaining, and troubleshooting hardware and software.• Analyzed and resolve a variety of complex technical issues• Provided consultative solutions to customers based on their needs, following the Apple Online Store Customer Engagement model.• Delivered exceptional sales and service support to provide the right solution to customers through the Apple Online Store• Translated tech-speak, billing, shipping, product, and eCommerce jargon into everyday, understandable terms for customers.

• Coordinated leads for the sales team in the Jacksonville, Orlando, and National Sales branch• Implemented sales orders from beginning to completion at the billing process• Cold calling/emailing with 95% success rate• Incorporated first marketing campaign via email

• Initiated, monitored, and completed all customer claim and service issues• Maintained fluid communication between service technicians, warehouse, and management to resolve issues• Worked with customers to determine the problem and establish the best cost-effective resolution while still benefiting the customer• Processed and monitored LTL freight and small package claims• Assist with new product entry using the advanced Matrix Inventory system• Assisted President, Vice President, and Director of Marketing

• Promoted social media campaigns on Facebook, Myspace, and Twitter to increase sales and generate revenue• Processed phone, internet orders, and phone payments• Created product templates and listings for eBay and Costco• Assisted in designing and maintaining the company website• Data entry of new and existing products and updating information as needed using HTML format• Formatted and corrected product images via Adobe Photoshop and Corel Paintshop Pro• Implemented the development of new procedures for order entry and web maintenance to help increase efficiency

• Conducted cold calling to insurances agents informing them of the benefits of our association• Prepared and finalized all correspondences including reports, memorandums, directives, and materials sensitive in the subject matter• Created and closed credit card and check batches using IMIS software• Created and maintained the company’s policies and procedure manual

• Collected and processed insurance payments• Maintained filing and database systems• Responsible for typed correspondences and operations of office machines