Elizabeth M. Wackerlin

Parent Company: Leading Real Estate Companies of the World & Luxury Portfolio

• Leads the front-line team of up to fifteen Client Services Managers & Associates across the US, EMEA, and APAC delivering operational services of enterprise US domestic relocation and global mobility consulting functions across corporate contractual and fixed-fee government clients (active federal government security clearance).
• Strategically advances the organization by driving cross-functional collaboration, accountability, and results through excellence in people, performance, process, and project management lifecyles.
• Supports digital transformation via operationally leading technology enhancements including Equus SaaS system imlementation and AI functions.
• Averages yearly 98% client and customer experience satisfaction and 43% return rate on service metrics, leading quality service resolution and response.
• Drives double-digit 10-15% YoY improvement of referral capture and revenue, customer satisfaction, and overall survey response rate via reward-based employee incentive plan posting 90% ROI.
• Develops data visualization, audits, and reporting for KPI, SLA, metric and goal achievement, workload and resource allocation optimization, and overall data integrity realization.

• Led dynamic global teams ranging from 2 to 20 Specialists, Coordinators, Consultants, and Team Leads across the Americas (U.S., Canada, and Latin America), EMEA, and APAC to deliver full-scope U.S. domestic relocation and global mobility consulting functions for Fortune 500, tri-regional corporate clients with portfolios from 5-20.
• Maintained a 97% yearly client service score with average survey return rates of >40% YoY, and celebrated 98% yearly average voluntary client retention rate.
• Provided client advisory on policy development, industry benchmarking, compensation strategy, and benefits administration.
• Drove SLA and KPI achievement, ensured compliance, and mitigated risk by evaluating survey satisfaction feedback, developing continuous improvement methods, and implementing stretch targets.
• Created, integrated, and enhanced reporting, audits, and compliance focused on data integrity and analysis for cost projections, year-end tax reporting, tax/TEQ payments, and compensation/payroll functions.
• Partnered with third-party suppliers and client-directed vendors (immigration, household goods, corporate housing, tax, etc.) to mitigate service issues, review performance, and manage relocation lifecycle.
• Supported immigration process from preparation, to filing, to issuance, to ongoing tracking of transferee H1-B, L-1, EB, O-1 cases and business traveler management in collaboration with outside counsel.
• Delivered client review sessions, presentations, and summary content to provide insight and metrics into areas of financial administration (total spend, cost reduction per move), SWOT analyses, and strategic initiatives.
• Aided in recruiting, hiring, and training employees in company and client values, culture, and best practices, having led performance development, coaching, retention, reviews, Total Rewards and incentives, experience, and teambuilding lifecycle initiatives.
• Partnered with Business Development, Marketing, and Commucations via RFPs, RFIs, and ‘best and finals’ for new business opporunties, revenvue growth, and client retention
• Leveraged Technology teams for API integration and systems configrtuation upgrades leading to internal and external enhacements.
• Managed regional P&L processes by reviewing financial performance to maximize profitability via headcount allocation, billing oversight, and referral placement to ensure profit margins on a regional book of business, having grown revenue by >30%.

Served as lead supervisor (contract position) for J1 visa au pairs and host families throughout the program lifecycle ensuring compliance, completing required documentation, and resolving conflicts leading to enhancement of cultural exchange experiences.

Developed the Chicagoland community by leading financially, strategically, and operationally to drive recognition of prominent regional and national public and community servants, philanthropic efforts, large-scale events, corporate social responsibility, public relations, and youth development programming.

Managed a large caseload of relocating employees for a large manufacturing client administering global mobility benefits, ensuring policy adherence, cultivating supplier and client relationships, delivering top-notch service, and developing process efficiencies while mentoring junior team members.