Marcus Whitaker
Washington,DC
Summary
Dynamic operations leader with a proven track record at Mollaan Babbington Group, excelling in client relationship management and team leadership. Expert in process improvement, I enhance organizational efficiency and foster strong relationships, driving exceptional service delivery and operational success. Committed to mentoring teams and implementing innovative solutions for continuous growth.
Overview
18
18
years of professional experience
2
2
Certifications
Work History
Director of Client & Agent Experience
Mollaan Babbington Group | Compass
Washington, DC
01.2024 - Current
- Direct daily operations across client experience, agent support, and team systems for a 40+ agent real estate group.
- Manage core technology platforms, including CRM, lead portals, and marketing systems, to support lead flow, follow-up, and conversion.
- Oversee Zillow Preferred performance, tracking key metrics, analyzing data, and coaching agents to improve conversion and ranking.
- Build and maintain reporting dashboards for leadership, including lead sources, pipeline health, agent performance, and conversion trends.
- Lead onboarding and offboarding processes, coordinating technology setup, systems access, and training for new team members.
- Serve as the primary liaison between agents, leadership, vendors, and brokerage partners to ensure smooth day-to-day operations.
- Plan and execute team meetings, training sessions, and client-care initiatives to strengthen culture and productivity.
- Manage confidential client, agent, and operational data with a high level of discretion and accuracy.
- Develop and refine workflows, documentation, and internal processes to improve efficiency, communication, and service delivery.
- Provide cross-functional operational support across marketing, transactions, technology, and client-experience initiatives.
Vice President of Operations
The ONE Street Company
Washington, D.C.
01.2019 - 01.2024
- Directed daily operations for a 20-person workforce, streamlining processes and improving overall office efficiency.
- Recruited, trained, and coached directors, managers, and administrative staff to build a stronger leadership pipeline.
- Established and maintained personnel policies aligned with industry standards and long-term organizational goals.
- Optimized core business systems, including CRM, payroll, and contract management, to increase operational performance.
- Ensured full compliance with federal, state, and local real estate regulations across three jurisdictions.
Operations Supervisor
Burberry
Mclean, VA
01.2013 - 01.2016
- Supervised and guided sales team through training sessions, boosting skills and performance.
- Managed team to consistently exceed sales targets while promoting Burberry brand through superior customer care.
- Coordinated training initiatives, combining group sessions and individual support for optimal learning outcomes.
- Directed personnel in sales, inventory management, cash reconciliation, and customer service to achieve objectives.
- Acted as primary point of contact for client concerns during store hours, ensuring prompt resolution.
Store Manager
Ann Taylor Loft
Washington, D.C.
01.2012 - 01.2013
- Managed full store operations, including financial performance, inventory control, and team leadership, for a 35-person staff.
- Reduced inventory shrink and improved store margins through tighter controls and operational efficiencies.
- Elevated store presentation and service standards, increasing customer traffic, sales volume, and key performance metrics.
- Led the team to consistently outperform district benchmarks through coaching, training, and performance management.
- Analyzed market trends, competitor activity, and internal data to identify growth opportunities and drive strategic improvements.
Store Manager
BCBGMAXAZRIA
McLean, VA
01.2011 - 01.2012
- Directed daily operations for a luxury fashion boutique, ensuring alignment with brand standards, policies, and client-experience expectations.
- Managed inventory planning, purchasing, and billing accuracy to support profitability and stock performance.
- Built and scheduled a high-performing team, overseeing daily responsibilities and maintaining smooth store operations.
- Delivered personalized, relationship-driven client experiences to encourage repeat business and long-term loyalty.
- Designed and executed elevated window and in-store visual displays to reflect brand identity and attract foot traffic.
Store Manager
United Colors of Benetton
Bethesda, MD
01.2009 - 01.2011
- Managed a high-volume store, overseeing daily operations across scheduling, sales, inventory, and financial reporting.
- Supervised and developed an 18-person team, ensuring strong execution in merchandising, customer service, and loss prevention.
- Implemented operational improvements that increased efficiency and supported overall store profitability.
Men’s Department & HR Manager
Juicy Couture
Washington, D.C.
01.2008 - 01.2010
- Led the Men’s department, overseeing sales performance, merchandising, and team development to drive results.
- Managed HR operations, including recruiting, onboarding, employee relations, and policy implementation.
- Developed and maintained the employee handbook and HR procedures to ensure compliance and clarity.
- Interviewed, hired, and trained new staff in both product knowledge and customer service standards.
- Facilitated employee surveys and feedback sessions to identify improvements and support a positive workplace culture.
Education
Some College (No Degree) - Vocal Performance
University of The Arts
Philadelphia, PASkills
- Relationship management
- Client relations
- Customer service
- Process improvement
- Team leadership
- Training and mentoring
- Event planning
- Office operations
- Organizational skills
- Time management
- Problem solving
- Communication skills
- Confidentiality
Certification
Google Ads Search Certification
Timeline
Director of Client & Agent Experience
Mollaan Babbington Group | Compass
01.2024 - Current
Vice President of Operations
The ONE Street Company
01.2019 - 01.2024
Operations Supervisor
Burberry
01.2013 - 01.2016
Store Manager
Ann Taylor Loft
01.2012 - 01.2013
Store Manager
BCBGMAXAZRIA
01.2011 - 01.2012
Store Manager
United Colors of Benetton
01.2009 - 01.2011
Men’s Department & HR Manager
Juicy Couture
01.2008 - 01.2010
Some College (No Degree) - Vocal Performance
University of The Arts