Richard Gibbens Email and Phone Number

• Updates Flex MLS with the changes requested by the MLS Committee and manages all settings, fields, and options within that system.• Installs and maintains office computers, software, and peripheral equipment.• Maintains relationships with technology vendors to ensure functionality and service.• Responsible for building signage for safety and other legal requirements.• Administers the MLS Citation Program.• Customer Service Supervisor – responsible for ensuring proper phone coverage for answering calls, resolving difficult customer service issues, and coaching staff on customer service related issues. • Participates and is an integral part in the Association’s planning and goal setting.• Develops training materials and/or handouts. Conducts training classes for FlexMLS, MMSI Member Portal and other services as directed. • Assists in the coordination and management of data exchange between MLS and other information systems, such as MMSI, Internet web sites, and others as needed. • Manages the Supra Lock Box system including inventory of boxes, distribution, and training.• Manages and approves all technology related billing and ensures that CPAR is being billed properly.• Manages list serve and website. Responsible for creating pages and content to keep website up-to-date.• Manages data feeds for Publishers, Vendors, IDX, RETS, FTP, etc. • Administrator for Microsoft 365, including Share Point Admin.• Responsible for graphic design for Association marketing to deliver a consistent and professional level image to our members and the public during and through our re-branding.• Responsible for identifying inefficiencies and creating processes for staff for technology, billing, and customer service in order to maximize efficiency and consistency.• See MLS Industry Volunteer Experience section for contributions made to the MLS industry at a national level through CMLS, RESO, and NAR.

NOTE: As of July 2016, our call center was purchased by Teleperformance. I still perform the same duties as below for Sprint as a client, but my employment with Sprint ended and my employment with Teleperformance began July 2016.• Improved ranking of team from last place to being consistently ranked in the top 5. • Created and analyzed team metric reports and scrubbed raw data. • Prepared performance summaries to identify and analyze trends. • Created Power Point presentations and led meetings to train team on new concepts. • Evaluated performance and provided corrective action to improve in writing and verbally. • Created tools using Excel used to determine best plan for the customer.• Provided resolution to complicated issues and escalations that others could not.• Respected leader and contact for evaluating and improving company processes and policies.

• #1 in the company for 1st and 2nd quarter 2015, consistent top 20 since 2011 (Out of 1000+).• Six time winner of “Going the Extra Mile Award.” • Selected for multiple “Fast Track” temporary leadership positions.• Consistently went beyond job description to make the company better as a whole.• Created and presented multiple training decks to make complicated concepts easy to understand, many were used company-wide.• Reported and helped to fix hundreds of process issues, considered a valuable resource for feedback.• Experience in Government / Enterprise Care, having knowledge of how to read government contracts and to comply to the standards and benchmarks outlined in the contract.• Provided customers with white-glove customer service, earning high marks in Net Promoter Score while maintaining low Average Handle Time.