As the Operations Manager, I led the relocation department's efforts to maximize efficiencies by leveraging technology to help grow all business lines within the department. I was also responsible for training the relocation team agents on the latest trends and processes to help them convert more business.

As a Relocation Director , I directed relocation and real estate experience operations with 500relocation and internet agents including strategy development and execution, and escalation resolution. Some of my key contributions include:• Implemented comprehensive coaching plans, restructured teams, and directed referrals to top agents resulting in an 11% increase in conversions YOY.• Coordinated customer relationship manager training to advance internet team goals and maintain long- term contact with leads converting to closed transactions over 3-years.• Provided engaged leadership and coaching to a team of Counselors in partnership with management.

As a Home Sale Specialist, I developed and implemented growth plans including strategic referral assignments, relationship building with referral sources, and providing quick resolution for escalated situations resulting in placement of 1K+ referrals with a 30% closure rate. Some of my key contributions include:• Selected by relocation Management Company to start a pilot program. • Grew 3-company business lines by 10%, 11%, and 13% respectively YOY.• Negotiated offers between listing agents and relocation management companies, verified contract accuracy, and coordinated buyer inspections and closing process for inventory parties.

As a Relocation Closing Coordinator, I completed accounting activities such as reconciliation of HUD accounting sheets and relocation deal accounting sheets. Some of my key contributions include: • Served as a Subject Matter Expert for Counselors and Office Administrators answering and researching accounting questions.• Collaborated with the Closing Department to ensure all parties received correct accurate payment.

As a Case Manager, I led case management efforts including loan document preparation, auditing, documentation, and staff daily workload tracking. Some of my key contributions include:• Facilitated the verification and preparation of up to 100 loan documents daily.• Prepared company for expanded business operations in a new state by collaborating with cross-functional groups to obtain appropriate statute that governed the business.• Partnered with state officials during annual audits resulting in reviews confirming compliance with state laws.• Demonstrated attention to detail in the review and payoff submissions for loans and in case documentation for loan approval.

As the Operations Team Lead, I restructured workflow for a team of 5-direct reports streamlining processes and improving efficiency and quality. Some of my key contributions included:• Utilized Microsoft Excel to facilitate the cleanup of a loan portfolio database and transitioned into a newly formed company.• Audited state and financial records in partnership with state officials achieving compliant reviews. • Prepared borrowing base reports for submission to the bank and reconciliation of bank accounts. • Established a tracking system for court cases to ensure loans remained in good standing.