The relentless pursuit to help my clients find the most competitive rates in today’s market. Whether it’s a commercial property to support your business or a brand new home to call your own, I use innovative marketing techniques and comparative analysis to help you sell and buy competitively. I advocate exclusively for every one of my clients’ needs and act as a trusted advisor to ensure fairness, awareness and integrity in all matters estate.

Empowering a team of twelve talented business intelligence analyst to provide innovative and ridiculously competitive reporting solutions. We support ten different lines of business which has promoted an environment for rapid and diverse operational exposure. *Operational consultant*Business analyst coaching and development *Reporting SLA management *Data strategy execution*Data security compliance *Support for multiple sites in the US

*Manages the growth and success of the team*Coordinates activities that affect operational decisions and business requirements*Responsible for the production, procurement, and planning of daily operations*Communicates with all relevant employees to ensure delivery times are met*Plans, schedules, and reviews workload and manpower to make sure targets are being met on a cost-effective basis*Creates a detailed schedule based on strict deadlines*Communicates any changes to processes or procedures in a timely manner*Monitors production standards*Makes sure the working environment maintains access to quality equipment*Provides guidance to employees*Weekly analysis and business insights for client weekly business reviews*Implement innovative strategies to help improve production and employee morale*Policy revision and implementation

Led 10 - 13 team managers along with 250+ associates. I ensured that daily operations were running as expected according to client standards. This included performance reviews, analysis and tangible actions to manage improvement effectively. Other items include weekly business reviews, one on one coaching and six sigma practices to help improve call center health. I have managed a total of 8 lines of business since I have been an Operations Manager which has given me a lot of skills in 3 years. *Supervised a team of 13 Team Managers and 250+ associates on a 15,000 sq. ft. floor*Established operation objectives, work plans and delegated assignments to subordinate managers*Initiated operation improvements to aid call center productivity*Managed call center operations from initial start up to full operational status*Improved call center functionality and service capacity by resolving client complaints efficiently *Developed processes and metrics for daily management of call center operations*Analyzed call volume and average call time to monitor customer service representatives performance and productivity*Managed high call volume with tact and professionalism *Maintained healthy client relationships*Conducted root cause analysis on KPI deficiencies while implementing strategic initiatives to drive positive behavior and overall improvement*Managed multiple platforms such as Phone, Chat and Email support.*Managed and maintained low absenteeism by creating an environment tailored to the demographic*Established and maintained 4 vendor partnerships*Completed 10-13 reviews each quarter offering praise and recommendations for improvement*Developed action plans utilizing Six Sigma strategies to help analyze and plan improvement*Involved in over 200 weekly business reviews with industry leading clients*Drafted and published numerous client facing Keynote and Powerpoint client presentations

*Managed customer service representative calls effectively in a complex, fast-paced and challenging environment*Coached to organizational guidelines including privacy policies, service levels, handle time and productivity*Mastery knowledge of products, customer service systems and databases*Conducted performance reviews for all customer service representatives to help improve or sustain KPI’s*Used SMART and GROW methods for employee improvement*Managed absenteeism by creating a genuine and enthusiastic environment*Met with customer service representatives weekly and monthly to review performance*Used proactive rather than reactive methods to help advisors adapt to rapidly changing policies