Built loyal Buyside advocates through seamless client partnerships and expertise in real estate marketing, technology, and operations. Key achievements include:• Success Management: Engaged with agents, brokers, and staff to track KPIs, share success stories, and promote products.• Digital Marketing: Created impactful social, digital, and content campaigns using Adobe Creative Suite. • Web Development: Customized brokerage solutions with HTML & CSS.• Training: Delivered tailored training via webinars, in-person sessions, and virtual platforms.• Support: Provided 1st and 2nd level tech support for users and teams.• Product Development: Recommended enhancements through market research and customer insights.

Served as the primary expert for ZAP’s product suite, including broker/consumer-facing websites and CRM tools. Key responsibilities included: • Product Expertise: Investigated use cases and ensured timely ticket resolutions with thorough follow-up.• Training: Delivered training for agents, brokers, and ZAP specialists to enhance platform adoption and effectiveness. • Customer Support: Provided prompt and comprehensive assistance to internal and external customers.

Served as the primary resource for affiliate management teams, driving business growth and profitability. Key highlights include: • Brand Advocacy: Communicated the Coldwell Banker value proposition to strengthen affiliate relationships and grow client bases. • Strategic Support: Provided tailored guidance to affiliates, helping them implement tools and systems to boost profitability. •Relationship Building: Conducted multi-media conferences and live presentations to foster strong client connections and inspire action. • Business Development: Focused on empowering affiliates to build sustainable, profitable businesses

Provided 2nd-level technology support for a global corporation serving 13,000 offices and 239,000 sales personnel. Highlights include:• Technical Support: Delivered expert support for corporate applications, brand websites, Microsoft Suite, and operating systems (Windows & Mac). • Training: Developed and led training for new customer service reps, ensuring hands-on competency in all applications and processes. • Efficiency Improvements: Supported ongoing CSR development, boosting first-call resolution rates and customer satisfaction. • Collaboration: Acted as liaison between users, management, and development teams for application upgrades and changes. • Vendor Coordination: Worked directly with vendors to resolve application issues and improve functionality. • Ticket Management: Monitored and updated ticketing systems to ensure accurate resolutions and escalation processes.

Provided 2nd-level help desk support for corporate employees, specializing in software, hardware, and network solutions. Key responsibilities included: • Software Support: Managed Microsoft Office (XP, 2003, 2007), ACT, Microsoft CRM, and Blackberry Enterprise Server. • Training: Trained colleagues on custom workflow software (MCS) for order processing and billing. • System Maintenance: Performed weekly backups and submitted reports to the IT Director. • Network Support: Resolved TCP/IP and printer network issues from switch to desktop. • Account Management: Created and maintained user accounts and Microsoft Exchange mail accounts. • Hardware Support: Conducted maintenance on desktops, laptops, printers, and multifunction devices.