Brenda M. Bos

Manage team of Consultants and Senior Consultants to provide an exceptional customer experience through the utilization of data management tools and best practices

• Participates in continuous improvement of processes and integration of tools and technology
• Coaches, motivates and develops team members. Accountable for the successful completion of required business transformation and other relevant training for all direct and indirect reports
• Proactively leads performance discussions, performance management and team development
• Responsible for hiring, managing workflows and flexible schedules for team members to ensure adequate workload coverage to optimize customer satisfaction
• Uses all tools and available reports to have a continual pulse on operations. Analyzes service and employee trends and effectively uses data to create and deliver solutions
• Coaches team members to fully utilize appropriate technology (such as ReloAccess, ZenDesk, Relo Planner)
• Oversees all client SLAs and experience monitoring for all customers. Analyzes and applies information from dashboards and metrics to offer improvement opportunities
• Understands different customer personas and journey maps and ensures that team members are able to pivot their responsiveness as needs of customers change during throughout relocation journey
• Handles customer situations and escalations with empathy and confidence
• Partners with Manager, Client Strategic Partner and Manager, Home Sale Services as well as external supplier partners to cohesively execute on client SLAs, KEMs and overall client and customer experience strategy
• Proactively collaborates with Managers, Client Strategic Partner informing of potential issues and recommended solutions.
• Demonstrates change management capability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and process
• Supports Director, Customer Experience and Operations in all aspects of client and team operational matters including the implementation of new client policy, procedures and client specific training of experienced teams.
• Works with IT Digital Teams to evaluate technologies within the customer experience space, while working collaboratively to implement evolving solutions that will increase satisfaction, turnaround times, task visibility and productivity.

• Managed all aspects of day-to-day activities of the team including coaching, training, client assignments, caseload management, performance management, reward, and recognition.
• Ensured client and system data was accurate and available to home sale specialists.
• Ensured team's data integrity was timely and accurate.
• Ensured team provided seamless service throughout all phases of the home sale transaction.
• Developed and maintained strong relationships with internal associates and external suppliers in the delivery of home sale services.
• Ensured service delivery to Clients by providing accurate and timely reporting, marketing and inventory management, risk assessment and recommendations to BGRS client base.
• Timely and professional client meetings that adhered to company standards and met needs of clients.
• Achieved client service level agreements.
• Ensured that BGRS internal policy and procedures are respected and followed. Identified and suggested improvements toward process efficiency, current practices and customer/client service.
• Project contributor for various change endeavors as needed.
• Collaborated with Learning and Development on Home Sale / Consultant training for Sirva Homesale Model.

• Responsible for team of 12-16 employees
• Includes full performance management, coaching, development.
• Responsible for achieving and maintaining team service and client satisfaction levels.
• Direct client contact for 2 clients for contract, policy and management inquiries.
• Domestic and International Experience

• Corporate relocation policy counseling for all VIP moves.
• Team training and mentoring team for services and process,.as well being a resource for client for any inquiries.
• Caseload management, report management and project involvement as needed.
• SME for Consultant role and systems utilized by the Organization

• Floating cover on corporate side of relocation, back up coverage for all teams with multiple policies and process.
• Organized team training on new processes, mentoring, auditing of all Relocation Counselors.
• Involved in special projects impacting relocation processes and policies.
• SME for Systems and Relocation Consultant processes

• Counselor for all domestic relocation services such as Home Sale Household Goods, Destination, Cost Management, Temporary Living and Expense Processing services.
• Assisted up to 120 families with their relocation services at a time, high performing Consultant
• Reporting for clients for weekly meetings

• Direct contact for real estate agents and brokers.
• Responsible for marketing, contract review, appraisal review, data input.
• Negotiated offers on behalf of Prudential, in line with client parameters.
• Managed inventory property on team until sold.
• Reporting outputs on a weekly basis