• Led an organization of 60, including eight direct reports made up of managers and specialists, who processed real estate transactions across the central US. Grew managers through coaching best practices, identified opportunities for growth, and created development plans, resulting in three direct report promotions. Increased employee satisfaction by 20%.• Built a new role to analyze and take action on employee feedback to improve internal tools and resources, including our CRM. Owned the role build out, hiring, and development of the role and directly managed the employees and the projects they were tasked with, which touched multiple departments of the business.• Defined and rolled out new metrics for our customer service team, including role and customer satisfaction standards. Quality scores increased 10 quarters straight, with a 25% improvement over the period. Customer satisfaction also increased, from a baseline of 81% satisfied to 98% satisfied over the same period.• Led a response team for the impacts of the real estate industry changes in 2024, including implementing new processes to comply with state and national requirements, training team members on the changes, and meeting with members of other departments to be in sync on the changes.• Reorganized the reporting and assignment structure of my organization to be more efficient, resulting in a $500K yearly savings in labor costs.

• Managed a team of 20 coordinators who provided real estate support to agents and customers in six states.• Led a key initiative with a competitor, in which we would list homes they acquired in exchange for us posting their cash offer on our website. Collaborated with legal departments on both sides, reviewed contracts, negotiated terms, and created and rolled out processes to agent and customer service teams. This collaboration resulted in $1.8MM in revenue.• Drove a cross-licensing initiative within the team to ensure solid coverage to the markets in cases of high demand and absences.

• One of six hires for this brand new role, and helped define the responsibilities and procedures of the role, including auditing best practices.• Moved from Chicago, IL to Los Angeles, CA to launch customer service operations in that location. Onboarded and trained a team of 30.• Streamlined key procedures, including paperwork and disclosures, which increased accuracy and decreased time needed to complete them. Process was adopted by the rest of the markets across the country.

• Most productive coordinator at Redfin by number of deals in 2017.• Created, proposed, and implemented new tasks for the role which, which increased scope, responsibility, and efficiency.

• Scheduled and coordinated judicial and sheriff sales, computed total debt, consulted clients and attorneys regarding cases, updated all parties in a timely manner regarding statuses of cases, prepared sale documents for auctioneers, sheriffs, attorneys, and judges.

• Conducted and oversaw real estate transactions through all stages of the REO process, including foreclosure, eviction, premarketing and repairs, listing, and closing.• Supervised a group of 6 independent contractors and assigned and delegated appointments, created work schedules, and processed timesheets for the individuals.• Coordinated with local sheriff’s departments and contractors regarding evictions.• Communicated broker repair recommendations to client and contractor and oversaw bids, scopes of repair, and repair timelines. • Assisted broker with the negotiation of offers as well as contract review and submission to clients, and coordinated closings with REO asset managers, attorneys, lenders, and agents.• Maintained a working knowledge of local municipality transfer requirements including inspections, affidavits, and stamp procedures.