Carly Sarlo

Key responsibilities include fostering a company culture focused on delivering exceptional customer experiences, overseeing operational tasks, and ensuring accuracy in all student accounts. Ensure state and regulatory compliance. Reports directly to the COO/General Manager.

Core Responsibilities:

• Customer & Student Experience Management: Oversee all communications (phone, email, in-person) for inquiries, registrations, and reminders; market and sell courses and products through multiple channels; maintain break area supplies.
• Marketing & Communication: Update and create marketing materials, oversee outbound marketing initiatives, and ensure all messaging aligns with company culture and policies.
• Relationship Management: Manage relationships for course approvals, facilitate connections with REALTOR Associations, and ensure timely course completions and submissions.
• Classroom & Course Management: Manage waitlists, oversee course renewals and approval timelines, ensure accurate reporting of hours, and check for errors in course-related documentation.
• Team Organization & Development: Coordinate team scheduling, monitor progress via Basecamp, and plan team events; update policies, procedures, and training materials, and create training exercises.

• Cultivated a customer-focused culture by delivering exceptional service and ensuring professional, engaging interactions with current and prospective clients.
• Oversaw customer and student experience management, driving consistent satisfaction and loyalty.
• Monitored and upheld team quality assurance and compliance with company standards and regulatory requirements.
• Managed course wrap-up processes, ensuring accurate and timely documentation and follow-up.
• Organized and maintained data management systems to support operational efficiency.
• Coordinated offsite class logistics, delivering seamless execution and superior customer experiences.

• Oversee student registration on the first day of class and coordinate follow-up for no-shows.
• Respond to student inquiries and coordinate with team for solutions.
• Handle email and mail marketing efforts.

Administrative

• Manage class opening procedures, including student check-ins, material distribution, and Q&A.
• Ensure classrooms are set up and ready for students and instructors.
• Report hours and maintain compliance records with governing agencies.

Facility & Inventory Management

• Ensure professional classroom appearance and organize materials (chairs, tables, tech equipment).
• Maintain inventory of classroom supplies and course materials.
• Perform light cleaning and handle deeper cleaning as needed.

• Developed and distributed monthly marketing emails to drive engagement and sales.
• Conducted phone outreach and created website content based on Ford sales data.
• Regularly updated the company website to ensure accurate listings, optimize user experience, and improve SEO for both Ford and Lincoln brands.
• Collaborated closely with the sales team to manage daily sales appointments, ensuring seamless transactions and high customer satisfaction.

I served as a front line personel to our customers to help find their products, check them out, ensure aisles were stocked and easily accessible.

• Demonstrated strong product knowledge to effectively address customer questions and concerns, resulting in increased customer satisfaction
• Collaborated with cross-functional teams to resolve complex customer issues and ensure seamless customer experience