- Streamlined support by reducing from 19 queues to 5, prioritizing the most time-sensitive and critical issues- Automated the ticket triaging process, saving 120 hours of productivity time previously spent by vendor partners on manual triaging. - Implemented cross-training to optimize resources based on business needs, by enhancing our team's flexibility and responsiveness.- Updated the training program, reducing ramp-up time from 90 to 60 days.- Developed Zendesk reporting for three support teams.- Simplified Product Feedback Process: Streamlined product feedback by creating a real-time dashboard, eliminating 90% of the manual work previously required. This also improved the quality of the feedback we gave to the product team.- Fostered a culture of open communication with a Trello board for product feedback. This allowed others to vote on ideas and share examples. - Scored 100% in multiple categories of the 2022 and 2023 quarterly Employee Surveys, reflecting both personal commitment to excellence and the high morale of my team.- Handpicked for a transfer from the Comet Rentals team to the Single-Family Home (SFH) Feed Support team, this move recognized my technical skills, leadership acumen, process optimization expertise, and my unwavering dedication to enhancing employee engagement and customer experience.

- Developed a Quality Program for the Customer Support team that set and reinforced quality standards, ultimately enhancing customer experience.- Completed assessments and shared reports on individual and organization-wide quality trends, led calibration sessions with Team Managers and Vendor Partners, and maintained open communication with all leadership tiers.- Fostered cross-functional collaborations with departments like Learning & Development, Business Analytics, Project Management, and Operations Leadership to back the quality program and propel business growth.- Successfully launched the first Customer Support Quality Program.- Conceptualized what a 6-star customer experience should look like and created unique quality scorecards for each of our three business lines.- Conducted training for both internal leadership and vendors on interaction scoring and coaching strategies.

- Played a critical role in shaping the team's vision, mission, and culture. Recruited and led a team that consistently achieved the highest customer satisfaction scores across all traditional Agent Care teams at Zillow Group.- Created and managed the team and processes of a specialized team dedicated to proactive and reactive support of top-tier Zillow partners, through phone, email, and in-person support. - Led high-performing customer support teams that consistently achieved over 90% monthly customer satisfaction ratings, significantly outperforming other teams averaging 80%. - Created, led, and managed the first support team at Zillow with an inbound phone line, further enhancing our service to top-tier partners and setting a precedent within the organization.- Introduced a rotational system for hosting team meetings, empowering team members, and promoting a culture of shared leadership.- Employee Satisfaction: Achieved a 5/5 rating in quarterly Employee Surveys, reflecting the high levels of satisfaction and commitment among team members. These scores demonstrated the effectiveness of my leadership style and the positive work environment within the Customer Support team.

- Innovation in Retention: Managed retention and cancel metrics for the West region, with processes and ideas shared across the org, resulting in top performance across all regions. - Developed key metric reporting that significantly contributed to Monthly Recurring Revenue (MRR) preservation and launched revenue-saving pilots that boosted the region's performance. - Developed and implemented a reporting system that directly contributed to MRR preservation, strengthening the company's financial health.

- Hired and managed a team of 15 quality assurance team members to develop effective quality assurance processes- Created Quality scorecard, set KPI's and oversaw product development procedures to identify deviations from quality standards

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- Communicated with stakeholders to provide updates on business achievements and opportunities - Led project team tasked with development of a service that would allow homeowners to obtain the estimated value of their home- Developed and facilitated the training programs to support the strategic direction of business objectives

- Managed a portfolio of 500+ clients (credit application and home valuation services) which drove $1M+ in annual revenue