MELLISA McQUARRIE
Austin,Texas
Summary
- Highly skilled Client Success Manager with strong experience building customer loyalty and fostering long-term customer relationships to ensure business success. Metric driven mindset. Strong interpersonal and collaboration skills. Proven ability to effectively manage multiple projects simultaneously by being highly organized and deadline-driven. Skilled at driving customers to adopt new programs and services. Secured renewals on multi-year agreements. Able to work virtually, in-office, or in a hybrid arrangement. Areas of expertise include:
- Client Loyalty Programs
- Customer Transformation Programs
- Customer and Sales Reporting
- Project Management
- New Partner Onboarding
- Critical Thinking and Analysis
- Contract Renewal
- Tableau, Salesforce, DocuSign, and Zendesk
Overview
21
21
years of professional experience
Work History
Member Relations Manager
Austin Board Of Realtors
04.2023 - Current
- Liaison between 800+ affiliates and thousands of Realtors
- Create schedule of classes and match affiliates to each class
- Coordinate and facilitate new member orientations of 100+ people
- Promote affiliate membership to businesses that are in the Real Estate Industry
- Established Affiliate networking and workshops.
Senior Client Success Manager
ZILLOW GROUP
09.2014 - 12.2022
- Effectively managed multiple projects and prioritized a book of business in an evolving real estate ecosystem.
- Trusted advisor to real estate brokerages/agents and drove adoption of platform through 50+ outbound calls, customized emails and daily consultations.
- Responsible for account performance and success of Zillow product users.
Industry Relations-Broker Development & Listing Acquisition
ZILLOW GROUP
01.2016 - 01.2020
- Assisted brokers with listing syndication from MLS (Multiple Listing Service)
- Operated as liaison between all 45 MLS's in California & Zillow Group
- Completed listing audits daily to assure listings were complete, desirable and compliant.
- Created 100+ customized emails daily.
- Made 50 outbound calls daily.
Account Manager (Premier Agent Business Consultant)
ZILLOW GROUP
01.2014 - 01.2016
- Managed a book of business that consisted of 100+ realtor partners.
- Utilized knowledge of local real estate trends, market conditions, and advertising tendencies for particular regions to sell specialized products and services.
- Expert knowledge regarding all Zillow Group products
- Increased revenue through upselling/cross-selling of auxiliary products.
Personal Cruise Consultant
HOLLAND AMERICA LINE
06.2012 - 03.2014
- Worked with guests and groups over the phone to help plan and book their cruise vacation from start to finish.
- Made airlines reservations, arranged for airport transfers and cruise excursions, and made dinner reservations.
- Made 50-80 outbound calls daily to promote cruise line, covering current promotions and introducing self as their Personal Cruise Consultant
- Coordinated with different internal departments to ensure seamless delivery of services for optimal guest cruising experience.
Insurance Agent
FARMERS INSURANCE
07.2011 - 01.2012
- Promoted and solicited Farmers Products
- Originated and bound insurance policies
- Completed contracts from start to finish
- Prepared and mailed statements, policies, invoices and checks.
Personal Banker
GOLF SAVINGS BANK
05.2009 - 05.2011
- Transacted $300,000 to $600,000 in monthly deposit accounts from bank customers
- Acted as a liaison between the bank and Golf Mortgage customers
- Opened bank depository accounts for GSB Mortgage customers
- Provided GSB Mortgage customers with the same great service that they received during the mortgage process.
Senior Account Executive (Loan Officer)
HSBC
05.2003 - 03.2009
- Sold $6M in loans in 2007, achieving 178% of plan
- Read and handled many critical banking, mortgage and real estate documents such as HUD statements, appraisals, titles and all income documents
- Strong sales, interpersonal and multitasking skills
- Provided stellar customer service to current and potential borrowers
- Successfully cross sold additional products based on customer's needs.
- Prepared documentation, finalized sales and maintained records
- Cold called prospects to explain partnership benefits, representing company values
Education
Associate of Arts -
Edmonds Community College
Mountlake Terrace, WASkills
- Cultural Awareness
- Excellent Communication
- Analytical Thinking
- Team building
- Superb at rapport building
- Highly detail-orientated
- Self motivated
Timeline
Member Relations Manager
Austin Board Of Realtors
04.2023 - Current
Industry Relations-Broker Development & Listing Acquisition
ZILLOW GROUP
01.2016 - 01.2020
Senior Client Success Manager
ZILLOW GROUP
09.2014 - 12.2022
Account Manager (Premier Agent Business Consultant)
ZILLOW GROUP
01.2014 - 01.2016
Personal Cruise Consultant
HOLLAND AMERICA LINE
06.2012 - 03.2014
Insurance Agent
FARMERS INSURANCE
07.2011 - 01.2012
Personal Banker
GOLF SAVINGS BANK
05.2009 - 05.2011
Senior Account Executive (Loan Officer)
HSBC
05.2003 - 03.2009
Associate of Arts -
Edmonds Community College