Senior Director of Community

• Oct 2023 - Present

Director of Community

• Jan 2023 - Oct 2023

Member Experience Manager

• Jun 2022 - Jan 2023

Supervisor, Transaction Management

• Jul 2021 - May 2022

• Manage team of twenty licensed transaction managers, supervising performance, and coaching to mitigate risk. • Respond to changing market needs through managing multiple state teams, including Nevada, California, Oregon, Washington, and Minnesota. • Lead wind down of the Zillow Offers market operations, develop, and implement issue resolution and contingency plans, including directing and coaching through the multi-phase layoff process, and ongoing reallocation of workloads. • Resolve escalated issues, remove roadblocks, and facilitate smooth and efficient closings. • Monitor individual and team performance, ensure key metrics achievement, regulatory compliance, and service level agreements. Oversee vacation, sick time, overtime, and workload management. • Identify opportunities for team training, coaching, development, and solution implementation. • Cultivate creativity, collaboration, consistent work product, and team building. • Provide subject matter expertise and feedback to technology teams for product development. • Audit transaction files for compliance, assist with accounting issues, and provide external customer support for escalated issues. Show less

Lead Coordinator

• Jan 2021 - Jul 2021

• Trained, coached, and developed team of 24 Transaction and Listing Coordinators.• Led best practice and process development and improvement initiatives for Support Team, including the process, roll out and training for the RedfinNow acquisition and listing processes.• Audited transaction files, identifying high-performance and improvement opportunities within service level agreements, compliance, communication, and customer service.• Cultivated partnerships and streamlined workflows between sales and support teams.• Adapted to market changes by rolling out new features and training teams.• Encouraged process and program improvement through feedback on special and pilot projects. Show less

Transaction Coordinator

• Sep 2018 - Jan 2021

• Managed high-volume transactions in multiple markets including Phoenix, Tucson, Las Vegas, and Reno/Tahoe (NV).• Provided first-class service to clients.• Coordinated seamless real estate transactions, from contract to close, guiding clients through the closing process, liaising with lenders, title and escrow.• Collaborated with Support Manager to train and mentor new coordinators.• 2020 Red Belt Award Winner for excellence in Real Estate Support (highest national award).

Realtor

• May 2017 - Aug 2018

Realtor and Buyer Specialist for the Monique Walker Team at Re/Max Excalibur.• Conducted market analysis of listings to determine competitive market prices.• Interviewed clients to determine property needs; provided lists of available properties. • Successfully negotiated and closed buyer contracts; provided rental home service.

Listing Manager - The Monique Walker Team

• Feb 2016 - May 2017

• Advised and informed prospective clients on current market conditions; provided education on negotiation process of real estate transactions.• Managed real estate transactions from contract to closing.

Co-Founder / Vice President

• Jul 2005 - Jul 2008

• Founding partner of employee benefits consulting firm. Integral participant in business plan development and business startup. Recruited, hired, trained, and retained employees. • Created detailed operations manual and developed policies and day-to-day processes. • Performed contract reviews, negotiated contracts and summary plan descriptions. • Prepared annual enrollment and ongoing employee benefits communications. • Planned and facilitated client strategy meetings. • Founding partner of employee benefits consulting firm. Integral participant in business plan development and business startup. Recruited, hired, trained, and retained employees. • Created detailed operations manual and developed policies and day-to-day processes. • Performed contract reviews, negotiated contracts and summary plan descriptions. • Prepared annual enrollment and ongoing employee benefits communications. • Planned and facilitated client strategy meetings.