Marcus Connie
Scottsdale,Arizona
Summary
Results-driven Customer Operations and Contract Administration professional with 10 years of experience across roles in technical support, product onboarding, broker operations, customer success, and contract administration. Specializes in enhancing operational efficiency, optimizing contract workflows, and fostering client relationships. Collaborates effectively with cross-functional teams to drive customer adoption and improve service delivery.
Overview
10
10
years of professional experience
Work History
Senior Contract Administrator
Realtor.com (Moving.com)
Scottsdale, AZ
05.2023 - 07.2025
- Processed an average of 40 contracts and change orders monthly with 100% accuracy and compliance.
- Managed contract preparation, change orders, and documentation for four Sales Representatives, ensuring timely deal execution.
- Reduced contract turnaround time from one business day to one hour, improving sales efficiency and client onboarding speed.
- Proactively monitored workflows, decreasing lead disputes by 15%.
- Trained team members on contract management processes and administrative systems, enhancing team capability.
Customer Success Advisor
Realtor.com (New Homes)
Scottsdale, AZ
01.2022 - 05.2023
- Managed portfolio of 70 builder accounts, achieving 90% retention rate through targeted engagement.
- Cultivated relationships through proactive communication and effective issue resolution, enhancing client trust.
- Handled account support and billing inquiries as primary contact, ensuring timely resolution and customer satisfaction.
- Partnered with five Sales Representatives to onboard builders listing new construction properties on Realtor.com.
Broker Support Specialist
Realtor.com (Opcity)
Scottsdale, AZ
11.2019 - 01.2022
- Managed support operations for 20 broker accounts, enhancing platform engagement and maintaining account health.
- Resolved 40 support cases daily, effectively addressing technical and operational issues.
- Collaborated with internal teams to tackle broker account challenges, improving overall support effectiveness.
Product Engagement Specialist
Realtor.com (RealSuite)
Scottsdale, AZ
05.2018 - 11.2019
- Delivered product education and best-practice training, increasing platform adoption and lead engagement.
- Onboarded 20 real estate agents monthly to Realtor.com marketing products, enhancing user engagement.
- Collaborated with internal teams to streamline onboarding processes, improving overall experience.
Customer Service Representative
Realtor.com (Reesio)
Scottsdale, AZ
03.2017 - 05.2018
- Delivered inbound support for Reesio real estate transaction platform, assisting users with navigation and transaction processes.
- Resolved account and workflow issues, documenting interactions in CRM systems to enhance future support and maintain accurate records.
- Collaborated with real estate agents to resolve client issues effectively.
- Managed multiple communication channels including phone, email, and chat support.
Concierge Representative
Realtor.com (Tigerlead)
Scottsdale, AZ
11.2015 - 03.2017
- Coordinated property viewings and scheduled appointments for potential buyers.
- Managed customer communications through phone, email, and live chat platforms.
- Facilitated onboarding process and addressed customer inquiries to ensure seamless integration and satisfaction.
- Guided real estate professionals in CRM navigation and lead management to enhance their operational effectiveness.
Technical Support Specialist
Realtor.com (Top Producer)
Scottsdale, AZ
06.2015 - 11.2015
- Provided technical support for Realtor.com products and services, ensuring user satisfaction and issue resolution.
- Resolved user issues through phone, email, and chat support channels effectively.
- Diagnosed and resolved system and account issues, restoring functionality for users and enhancing overall service reliability.
- Collaborated with product teams to identify and report software bugs and enhancements.
Education
Some College (No Degree) - Statistics, Cash & Credit Management, Chemistry, Kinesiology, American Literature, Sociology
University of Minnesota
Minneapolis, MNDiploma -
Highland Park High School
St. Paul, MNSkills
- Contract Administration
- Contract Negotiation
- Change Order Processing
- Regulatory Compliance
- Account oversight
- Account Resolution
- Workflow Optimization
- Process Improvement
- Broker Relationship Management
- Builder Relationship Management
- Salesforce
- CRM Systems
- Microsoft Office Suite
- Google Workspace
- Team collaboration
- Customer interaction
- Knowledge Transfer
Timeline
Senior Contract Administrator
Realtor.com (Moving.com)
05.2023 - 07.2025
Customer Success Advisor
Realtor.com (New Homes)
01.2022 - 05.2023
Broker Support Specialist
Realtor.com (Opcity)
11.2019 - 01.2022
Product Engagement Specialist
Realtor.com (RealSuite)
05.2018 - 11.2019
Customer Service Representative
Realtor.com (Reesio)
03.2017 - 05.2018
Concierge Representative
Realtor.com (Tigerlead)
11.2015 - 03.2017
Technical Support Specialist
Realtor.com (Top Producer)
06.2015 - 11.2015
Some College (No Degree) - Statistics, Cash & Credit Management, Chemistry, Kinesiology, American Literature, Sociology
University of Minnesota
Diploma -
Highland Park High School