Summary
Overview
Work History
Education
Skills
Timeline
Generic

Emily Deaton

Houston,TX

Summary

Experienced Client Relations Manager bringing 4 years of quality performance in customer and client support supervisory roles. Skilled in working with team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

12
12
years of professional experience

Work History

Broker Relations Associate

Covenant Underwriters
10.2022 - Current
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Provided primary customer support to internal and external customers.
  • Built and utilized Dynamics365 to manage interactions and track customer surveys, performance reviews and other communications
  • Tracked customer service cases and updated service software with customer information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Adapted quickly to changing market conditions, adjusting client strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.
  • Conducted regular performance evaluations and provided constructive feedback, promoting professional growth within the team.
  • Developed internal communication plans to build client relations.
  • Increased customer satisfaction by implementing efficient business processes and providing exceptional service.

Director of Agent Services and Luxury Division

Keller Williams Realty
02.2020 - 10.2022
  • Prepared daily retention reports to assist business leaders with key decision making and strategic operational planning
  • guides customers through the sales process into the support phase
  • Developed and maintained automated alert system for upcoming deadlines on incoming requests and events.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Delivered friendly assistance with new hires throughout interviewing and hiring process.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Prepared monthly, weekly and daily logs using Broker Kit and Microsoft Office Suite
  • Resolved problems, improved operations and provided exceptional service.
  • Coordinated with participating vendors during event planning.
  • Coordinated florists, photographers, videographers, musicians, officiants and ceremony participants during rehearsals and pre-ceremony, ceremony and reception events.
  • Organized and coordinated conferences and monthly meetings.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Reviewed successes and failures to learn from previous mistakes.

Executive Personal Assistant

Pipkins Investigation Company
10.2017 - 10.2020
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
  • Performed general office duties, including greeting clients at front office, answering approximately 200 phone calls per day on multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors
  • Drafted professional business memos, letters and marketing copy to support business objectives and growth
  • Performed research to collect and record data
  • Efficiently coordinated domestic and international travel arrangements, including booking airfare, hotel and ground transportation
  • Collected, analyzed and interpreted information, documentation and physical evidence associated with investigations
  • Documented findings and prepared detailed reports
  • Retained confidentiality in all aspects
  • Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUp and Asana.
  • Served as point of contact between clients and managerial staff.
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.

Personal Assistant/House Manager

Rob Lodes And Angie Lohr
10.2013 - 10.2018
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Provided general administrative support including scheduling meetings and managing documentation.
  • Coordinated international and domestic travel logistics including flight itineraries, hotel reservations and car services.
  • Managed Household duties, errand running, organization, meal planning, property management
  • Organized and attended meetings and compiled related documents and reports.
  • Supported children in play activities, meals and snacks, hygiene and socialization.
  • Organized extracurricular schedules for sports and classes and provided safe transportation to different events
  • Monitored schedules to maintain sleeping, eating and school schedules
  • Traveled internationally with families, providing assistance through all parts of travel while managing employees at home.
  • Organized client home prior to arrival home and performed house sitting duties.
  • Maintained entire family's schedule and organized events.
  • Used discretion when handling confidential information.

Education

Real Estate

Champions School of Real Estate

No Degree - Psychology

Stephen F Austin State University
Nacogdoches, TX

Skills

  • Customer Account Review
  • Client Rapport-Building
  • Excellent communication skills
  • Attention to detail
  • Staff Management
  • Research skills
  • Business correspondence
  • Advanced interpersonal skills
  • Meeting planning
  • Flexible schedule
  • Strategic planning
  • Issue and Resolution Tracking
  • Multitasking and Prioritization
  • Business growth
  • Quality Control Standards
  • Customer retention strategies
  • Campaign management
  • Dynamics365, Zoho proficiency
  • Conflict resolution skills
  • Training and mentoring
  • Client onboarding
  • Customer portfolio management

Timeline

Broker Relations Associate

Covenant Underwriters
10.2022 - Current

Director of Agent Services and Luxury Division

Keller Williams Realty
02.2020 - 10.2022

Executive Personal Assistant

Pipkins Investigation Company
10.2017 - 10.2020

Personal Assistant/House Manager

Rob Lodes And Angie Lohr
10.2013 - 10.2018

Real Estate

Champions School of Real Estate

No Degree - Psychology

Stephen F Austin State University

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