Kaytlin Smith

2021 - Present

• Leadership & Team Management: Oversee and manage multiple teams (Synergy Managers, Funding, PayRez, Maintenance, Harvest, and Custom Budgets) totaling around 100 individuals. Foster a culture of collaboration and continuous improvement, mentoring team leads to enhance their leadership skills.
• Process Optimization: Spearheaded significant process improvements that enhanced team efficiency and client satisfaction. Developed and implemented key resources, including reports, process maps, standard operating procedures, cut sheets, and training materials, which streamlined operations across departments.
• Innovation through Enhancement Requests: Submitted over 250 requests to product development resulting in the development and enhancement of systems that have become integral to daily workflows, leading to measurable productivity gains across teams.
• Successful Team Integration: Merged single-family and multifamily funding teams into a cohesive unit, improving collaboration and communication. This initiative created opportunities for tier advancement and increased compensation for team members, promoting a culture of growth and shared success.
• Website Tool Development: Collaborated with product development, marketing, and operational teams to roll out and enhance key website tools, including the preapproval tool (now utilized by over 20 clients), budget tool, online approval tool, custom view tool, and cost usage tool. These updates significantly improved efficiency, user experience, and client satisfaction.
• Funding Automation Initiatives: Developed and automated reporting capabilities through SSRS data-driven subscriptions for outstanding funds requests. Launched automated refund notifications via Chewbacca, which expanded to support various client communications. Currently working with RSI to build robots to automate the funds request process, driving efficiency and reducing manual workloads.

2019 - 2021

• Led a team of Synergy managers, providing guidance and support to ensure their success with diverse client portfolios.
• Handled escalated client issues, delivering timely solutions and maintaining strong relationships during critical moments.
• Managed the team's transition to remote work during the onset of COVID-19, implementing strategies that ensured seamless operations and sustained client satisfaction.
• Fostered collaboration and process improvements to navigate challenges and maintain high performance in a rapidly changing environment.

2018 - 2019

• Managed a diverse portfolio of high-profile clients, including Avenue5 Residential (assets valued over $20 billion) and Cushman & Wakefield (market cap of $3-4 billion), effectively addressing complex operational challenges.
• Prioritized exceptional customer service, ensuring timely resolutions and maintaining high levels of client satisfaction throughout the engagement.
• Strengthened client relationships by optimizing internal processes, which significantly improved operational efficiency and enhanced overall client experiences.

2017 - 2018

• Managed urgent client disconnect issues with exceptional prioritization skills, ensuring efficient resolutions and minimizing downtime while serving as a specialist for the management company Irvine.
• Recognized as the number one performer on the team, consistently exceeding performance metrics and driving high levels of client satisfaction.
• Developed effective communication strategies to convey complex information clearly, fostering strong relationships and enhancing overall client experience.