Dalton Bowman
Spring,TX
Summary
Proactive people manager with demonstrated operations leadership and personnel development strengths. Successful in energizing businesses with creative and strategic initiatives. High-achieving, enterprising leader with diplomatic and persuasive communication style. Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager with advanced understanding of training needs for each department.
Overview
6
6
years of professional experience
Work History
Regional Manager, Agent Experience/Customer Success
Compass Real Estate
01.2021 - Current
- Responsible for hiring, training, and development of Agent Experience/Customer Success team in Greater Houston area (15 staff members)
- This involved managing significant structural change which involved merging two departments into one larger team, with myself as head
- Led Agent Experience/Customer Success team for a top-market at Compass during period of rapid-growth, including managing as Compass went IPO and eventually joined Fortune 500 list
- Acting manager of entire Houston market when Houston received highest NPS score in region history, and the highest score for Tier 3 (large national) markets. 2023 average NPS 75 (+10 against national average).
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Analyzed team performance and identified opportunities for additional training.
- Launched new process and out tracking system using third-party software tools including Monday.com, which led to customer retention rates of 98%
- Acted as single point of accountability for this new launch across the state, proving ongoing training and development for team members' use of this product
- Conducted research and analysis of learning needs of employees to develop targeted training programs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Revamped and improved local staff engagement/one-on-one meeting agendas, leading to: 87% Overall Employee Engagement Satisfaction Survey (+28% to company average) 100% Employee Satisfaction on topics of 'Collaboration and Communication' (+42% to company average)
- Managed P&L to decrease discrepancies and retain timely and under-budget project completion.
- Established and maintained operational standards for 5 locations.
Regional Manager, Admissions
Aveda Arts & Sciences Institutes
08.2018 - 01.2021
- Responsible for the ongoing training, development, and nurturing of admissions teams across seven campuses in four states (20+ employees)
- Following a downward trend of revenue generation, brainstormed and piloted a new sales process leading to reductions in the average contact-to-close rate of 50%
- Planned and proctored company-wide sales and operations trainings both in-person and virtually to launch this new process to all employees nationally
- Attended national conferences representing our organization to other organizations in the industry, sharing best practices and ideas for improvement
- Launched new data reporting systems to bridge the gap between quantitative and qualitative values, leading to YoY growth of 50-75%+ across diverse markets (southern states through northeast markets)
- Piloted new virtual onboarding processes and virtual open house events during COVID quarantine
- Planned and executed first-ever national virtual information session including partnering with the Design team for website development, the
- Supervised staff to optimize brand expansion initiatives and productivity.
- Established and maintained operational standards for 7 locations.
Admissions Manager/Education Sales
Aveda Arts and Sciences Institutes
08.2017 - 08.2018
Education
Bachelor's -
Belhaven University, Completed
Associate of Arts -
Lone Star College, Completed
Skills
- Business Development and Planning
- Order Management
- Sales and Marketing Strategies
- Operational Management
- Performance Management
- Staff Supervision
- Systems and Software Expertise
- Strategic Planning
- New Employee Training
- Training Oversight
- Leadership Training
- Staff Development Plans
Timeline
Regional Manager, Agent Experience/Customer Success
Compass Real Estate
01.2021 - Current
Regional Manager, Admissions
Aveda Arts & Sciences Institutes
08.2018 - 01.2021
Admissions Manager/Education Sales
Aveda Arts and Sciences Institutes
08.2017 - 08.2018
Bachelor's -
Belhaven University, Completed
Associate of Arts -
Lone Star College, Completed