Brad Hahn
Scottsdale,AZ
Summary
Experienced Senior Manager bringing 16 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
19
19
years of professional experience
Work History
Senior Manager, Customer Care
Realtor.com
07.2015 - Current
- Directly and/or indirectly managing up to 50 employees across multiple emerging market business groups, including Moving.com, Rental, Senior Housing, New Construction, MLS/List Hub, Broker Account Management, and Salesforce Support.
- Built the New Construction Service team from the ground up, including hiring staff, defining roles and processes to support Realtor.com's renewed emergence in the New Homes space.
- Extensive experience collaborating with all levels of leadership, as well as other internal teams such as Sales, Product, Marketing, and Finance departments to meet business needs.
- Provided strong leadership to enhance team productivity and morale. Implemented and developed operational standards, policies and procedures.
- Managed large-scale projects and introduced new systems, products, and processes to achieve challenging objectives.
- Conducted performance evaluations, compensations and hiring/firing to maintain appropriate staffing requirements.
Manager, Client Services & Operations
Realtor.com
01.2011 - 07.2015
- Directly managed up to 25 employees across multiple emerging market business groups, including Moving.com, Rental, Senior Housing, Broker Account Management, and Salesforce Support.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
Manager, Client Services - Moving.com
Realtor.com
08.2008 - 01.2011
- Provided strong leadership to enhance team productivity and morale. Increased fulfillment quality by 65% by strengthening metrics and increased accountability
- Collaborated with executive leadership during acquisition of competitor, responsible for auditing and intergratration of customer data.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirementsAccomplished multiple tasks within established timeframes.
Manager, Client Services - New Construction
Realtor.com
01.2007 - 08.2008
- Managed and motivated a team of 7-10 employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance. Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Additional Work History Available Upon Request
Various Employers
06.2004 - 01.2007
Education
Certificate of Completion – Law Enforcement Technology - Law Enforcement
Rio Salado Community College
12.2004
Arizona Law Enforcement Academy
12.2004
Associate of Science - Business Management
Glendale Community College
2001
Skills
- Call Center Management (Account Management, inbound and outbound, Operations)
- Extensive experience/collaboration management with Operations, Sales, Product, Marketing, Finance, and Engineering Teams
- Supported Acquisition and Divestiture of Business Units
- Order Processing Systems / Operational Processes
- Performance Monitoring / Employee Performance Reviews
- Process and Performance Improvement
- Staff Mentoring / Team Development
- Assignment Delegation
Timeline
Senior Manager, Customer Care
Realtor.com
07.2015 - Current
Manager, Client Services & Operations
Realtor.com
01.2011 - 07.2015
Manager, Client Services - Moving.com
Realtor.com
08.2008 - 01.2011
Manager, Client Services - New Construction
Realtor.com
01.2007 - 08.2008
Additional Work History Available Upon Request
Various Employers
06.2004 - 01.2007
Certificate of Completion – Law Enforcement Technology - Law Enforcement
Rio Salado Community College
Arizona Law Enforcement Academy
Associate of Science - Business Management
Glendale Community College
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