Experience

REALTORS® Association of Edmonton

• Canada
• Real Estate
• 1 - 100 Employee

• Technology Operation Support

  • Sep 2021 - Present

  Provide technical instruction and support for Association tools to Members and staff, including listing software (Paragon), CRM (iMIS) and ticketing integration (Zendesk). Troubleshoot technical issues with software integrations (CRM to listing service to public facing interface (CREA MMS)). Calibrate system uploads from local listing system to national database. Identify upload pain points and evaluate alternate system integrations or identify workarounds. Create knowledgebase articles for staff and Member reference and instruction through Zendesk. Zendesk maintenance including profile consolidation within the CRM confines, macro creation, and maintain an average three-hour response time. Build and maintain digital committee agreements, agenda request items and membership applications through Adobe InDesign and Adobe Sign. TELUS Business Connect support for call routes and create reporting for call tracking and response times. Third party web provider compliance checks for trademark infringement and data integrity and representation. Determine and implement parameters for CRM data cleansing project for migration from iMIS to Dynamics 365.Key Achievements- Identified critical data fields (200+) within current CRM replacement project with reporting presented two weeks in advance of timeline- Streamlined and digitized application and committee agenda request process

• Member Services Hub Coordinator

  • Apr 2017 - Aug 2021

  Provide support to Members for membership, keys, keyboxes and the REALTOR® store. Having in-depth knowledge of organizational structure and model, route Member and public through to key departments, including maintenance of the TELUS phone system for call queue routing. Provide daily CRM administration, including membership records, event creation/registrations and statistical reporting. Navigate new Members through membership and education processes. Train and provide troubleshooting for electronic keys and keybox system for all Members, including activity/inventory reports and integration with other key Member systems. Support past and current communication devices (iOS and Android) for integration with essential systems. Develop processes to ensure best practice for Member satisfaction. Gain wide knowledge of governance documents and how they impact the Association’s Members.Key Achievements- Led keybox exchange project (18,000 items, including software and temporary staff support), with a 98% success rate- Attained Supra Master User status and highest-level Staff internal Member-based education- Identified and wrote 50+ departmental processes

• Webmaster/Communications Analyst

  • Aug 2005 - Apr 2017

  Manage web site design and branding, including trademark/copyright compliance. Develop and implement processes for online design, style and operations. Utilize Google Search with Analytics for comprehensive departmental updates and create Member statistical reporting and assessments. Coordinate posting of all member content on social media. Assemble and audit monthly sales and inventory statistics. Maintain and regulate Avaya and TELUS phone systems, including design of incoming call routes, programming queues, hardware/accessory support and inventory. Provide wide-range support to Network Administrator, troubleshooting email and network connections.Key Achievements- Spearheaded implementation of Avaya phone system with Xima reporting software, including composing RFP documentation and conduction benefit analysis- Championed redesign of intranet in 2004, 2009, and assisted with 2011, focus on e-commerce and iMIS Relationship Management integration- Designed and implemented online templates for all paper-based forms and real estate listing, leading to reduced turn-around time for form submissions

• Communications Assistant

  • Feb 2004 - Aug 2005

  Redesign Member printed resource handbook to a comprehensive online source. Review all web content to verify trademark/copyright compliance. Prepare communications which include, including weekly newsletter, promotional materials, professional development training materials and Annual Report. Collaborate with guest speakers and sponsors for functions, which include designing invitations, promotional material, brochures and presentations. Also develop advertising and marketing operations.Key Achievements- Converted newsletter delivery to electronic systems yielding significant cost savings and reducing production time by 24 hours- Designed and crafted promotional catalogues for educational material, including professional development, computer training and Broker/Manager specific materials