Austin Fisher
Phoenix,AZ
Summary
Experienced customer service and call center leader with 12+ years of supervisory and management experience. Skilled at guiding multiple teams and large employee groups, I am a servant leader who combines data-driven decision-making with a people-first approach. I foster a high-performance environment focused on authenticity, innovation, and continuous improvement. With a proven track record of empowering teams to take ownership and align their efforts with company goals, I achieve objective results through compassionate coaching and proactive problem-solving. Committed to leading by example and cultivating potential, my competitive drive enables me to exceed expectations in fast-paced, customer-centric environments.
Overview
14
14
years of professional experience
Work History
Customer Care Manager
Realtor.com
04.2021 - Current
- Led and managed 20+ call center representatives across up to 3 teams
- Delegated tasks and coached cross-functional teams to optimize performance
- Conducted customer service QA coaching and one-on-one mentoring to develop critical skills
- Monitored production and tracked multiple metrics to ensure team efficiency
- Achieved and exceeded company OKR-aligned goals, including stretch targets
- Created and implemented new processes, procedures, and SOPs
- Built and maintained comprehensive resource libraries for multiple teams that service different products
- Maintained exceptional technical knowledge to support staff
- Planned and facilitated regular team meetings to communicate policies and best practices
- Supported senior leadership with critical administrative and operational tasks
- Developed future leaders through targeted coaching and mentorship programs
- Demonstrated resilient leadership during periods of significant organizational change and adversity
Supervisor
The Bernett Group
12.2012 - 12.2014
- Led and mentored a team of market research phone interviewers, driving excellence in performance, quality assurance, and data collection
Broker Success Team Supervisor
Realtor.com
04.2020 - 04.2021
- Led a team of account managers overseeing high-value customer accounts while managing personal portfolio
- Implemented robust follow-up systems to ensure comprehensive account coverage
- Developed and implemented new processes to enhance team performance and efficiency
- Provided strategic coaching to navigate challenges and maintain exceptional customer service
- Effectively resolved complex customer escalations to ensure satisfaction and retention
- Cultivated and disseminated real estate sales knowledge to help team support top-performing agents and brokers
- Directly reported to VP of Customer Success, contributing to high-level strategic decisions
Premium Care Account Manager
Realtor.com
01.2019 - 04.2020
- Handpicked to spearhead the establishment of a new premium customer service division
- Delivered exceptional, personalized support to high-value accounts, succeeding in maintaining high client satisfaction and retention rates
- Managed multi-channel communication, including email and phone, ensuring rapid response times and efficient issue resolution for key accounts
Concierge Service Supervisor
Realtor.com
02.2018 - 12.2018
- Trained a brand new Lead Concierge (internal sales agent) team for the company
- Provided leadership and mentorship to help in building a high-performance team
- Collaborated with team manager to establish, monitor, and achieve key production metrics
- Designed and implemented new processes and worked to optimize team efficiency and sales effectiveness
Lead Concierge Specialist (ISA)
Realtor.com
04.2017 - 02.2018
- Conducted high-volume outbound calls to potential leads, focusing on lead generation and qualification
- Utilized CRM software to track lead interactions, update contact information, and manage follow-up tasks
- Responded promptly to inbound inquiries via phone, email, and text
- Qualified leads based on specific criteria such as budget, timeline, and property preferences
- Collaborated with real estate agents and brokers to ensure smooth handoff of qualified leads and share valuable insights
Project Manager
The Bernett Group
02.2016 - 11.2017
- Orchestrated complex, multi-site market research initiatives, coordinating 3 call centers, their management teams, and 150+ phone representatives
- Strategically managed outbound call campaigns to achieve precise demographic quotas, ensuring research validity and client satisfaction
- Successfully oversaw the simultaneous execution of numerous concurrent market research projects, demonstrating strong task-switching and organizational skills
- Collaborated with office managers to regularly report rep under performance, optimizing team productivity and data quality
Web Programmer
The Bernett Group
12.2014 - 02.2016
- Entry level web development utilizing HTML/CSS3, JavaScript, jQuery, PHP, and SQL
- Responsible for developing, testing, and launching web-based surveys
Outbound Call Rep - Market Research
The Bernett Group
09.2010 - 12.2012
- Conducted cold-calling to perform market research surveys with respondents
Education
High School Degree -
Madison Senior High School
Rexburg, IDSkills
- People Management
- Call Center Operations
- Customer Service Excellence
- Project Management
- Data Analysis
- Leadership Development
- Quality Assurance Training and Mentorship
- Sales Support
- CRM Proficiency
- Multi-channel Communication
- Workflow Optimization
Timeline
Customer Care Manager
Realtor.com
04.2021 - Current
Broker Success Team Supervisor
Realtor.com
04.2020 - 04.2021
Premium Care Account Manager
Realtor.com
01.2019 - 04.2020
Concierge Service Supervisor
Realtor.com
02.2018 - 12.2018
Lead Concierge Specialist (ISA)
Realtor.com
04.2017 - 02.2018
Project Manager
The Bernett Group
02.2016 - 11.2017
Web Programmer
The Bernett Group
12.2014 - 02.2016
Supervisor
The Bernett Group
12.2012 - 12.2014
Outbound Call Rep - Market Research
The Bernett Group
09.2010 - 12.2012
High School Degree -
Madison Senior High School
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