Experience

Zilker Theatre Productions
• United States
• Performing Arts
• 1 - 100 Employee
• Executive Director

  • May 2022 - Present


HomeStory

• Food and Beverage Services
• 1 - 100 Employee

• Program Director

  • Feb 2020 - Dec 2021

  Managed agent network operations for early-stage start-up in the real estate sector. Oversaw agent marketing/communications, onboarding, and training. Managed a multinational team of MLS and Broker Operations specialists. Interfaced with product, technical and support teams, executives, customers, and external partners to identify training and operational efficiencies. Created and produced multichannel training content adhering to strict client branding and legal guidelines. Successfully vetted and onboarded 4000+ agents into a new program. Increased agent onboarding rate from 26% to 45% by systemizing the agent acquisition process. Show less



Keller Williams Realty, Inc.

• United States
• Real Estate
• 1 - 100 Employee

• Industry Program Manager

  • Aug 2016 - Dec 2019

  • Created online educational resources for 180,000 users in 30+ countries worldwide.• Facilitated organized mastermind events promoting networking and sharing of best practices among 300+ Industry Leaders.• Represented KWRI at national real estate, legislative, and technology events.

• IT Training and Implementation Manager

  • Jul 2012 - Aug 2016

  • Hired and managed a team of 5 instructional designers, content managers, and trainers.• Increased user engagement in technology training by 314% in 12 months.• Winner of Training Magazine "Top 125 Training Organizations" 2015, 2017.• Change Management lead for Google G Suite implementation of 90,000+ users.• Managed main stage and breakout sessions for conventions of 10,000+ attendees including agenda, content and talent.

• Canadian IT Program Manager

  • Oct 2011 - Jul 2012

  • Key liaison between 2500 Canadian associates and the KWRI IT product managers, marketing department, and support team.• Increased Canadian adoption of KW technology from 45% to 82.5% in 10 months.• Implemented nationwide rollout strategy for new products.

• Launch Program Manager

  • Sep 2008 - Oct 2011

  • Systematized, documented, and automated the setup process for new brokerages.• Managed the launch of over 400 new brokerages including technology setup, ongoing agent and leadership training, and coordination of all KWRI departmental communications.• Systematized onboarding agents involved in franchise mergers and acquisitions.• Eliminated program operating costs and ensured content accuracy by moving from print-and-ship model to an online on-demand model.

• Support Analyst II

  • Sep 2007 - Sep 2008

  • Leveraged 9 years of previous call center experience to create a Support Manual documenting all procedures, tools, and troubleshooting best practices.• Maintained a next business day SLA for all Support issues.• Reduced the number of Support requests 25-30% by maintaining an online support knowledgebase.

• Board of Directors

  • 2009 - Oct 2011


Unisys

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Support Agent

  • 1998 - Jul 2007

  Provided top-level customer service and technical support on a variety of levels to high profile clients. Performed tasks such as diagnosing and resolving hardware, software, networking, and security computer problems, web-based research, and cross-referencing data between several databases. Facilitated the procurement of global resources and allocation of them to meet customer demands as quickly as possible. Worked with clients to write corporate support procedures to meet individual client needs. Clients supported include Texas Workforce Commission, Harleysville Insurance, Northwestern Mutual Financial Networks, and Starwood hotels. Assisted with special projects including spearheading the global parts research department. Co-wrote the Customer Service Training Program for all Unisys call centers in the United States, Canada, Mexico, Australia, and Europe. Created several Best Practice solutions for efficiency problems. Received an accommodation for outstanding productivity and accuracy. Show less



Star Center Gymnastics & Dance

• United States
• Individual and Family Services
• 1 - 100 Employee

• Program Director/Head Coach

  • Sep 1992 - Feb 2000

  Responsible for creating class schedules, hiring and supervising employees, professional development and certification programs. Coordinated travel details and registration of athletes and coaches as well as managing day-to-day business functions. Grew a 1,000 square foot studio with 30 students and 2 employees into a thriving 15,000 square foot facility with several hundred students and 15 employees. Implemented computerized billing and class management software. Expanded business to encompass Cheerleading, Dance, and Men’s Gymnastics programs. Show less



The Oaks Psychiatric Health System

• Mental Health Worker Supervisor

  • Jan 1993 - Sep 1996

  Managed a unit of over 20 patients and up to 5 staff. Responsible for coordinating transportation, managing finances, and overseeing care and safety of patients. Worked with clinical staff to create individual treatment plans for each patient. Created a safe therapeutic atmosphere conducive to patient treatment and safety. Maintained patient records and provided familial updates regarding patient progress. Managed a unit of over 20 patients and up to 5 staff. Responsible for coordinating transportation, managing finances, and overseeing care and safety of patients. Worked with clinical staff to create individual treatment plans for each patient. Created a safe therapeutic atmosphere conducive to patient treatment and safety. Maintained patient records and provided familial updates regarding patient progress.