Royce Poe
Bellevue,WA
Summary
Accomplished Director of Support Operations at Redfin, adept in stakeholder relations strategy, operations and innovation. Spearheaded a team of 300+, driving scalability and exceeding key performance indicators to enhance business profitability. Proven track record in policy development, data interpretation and continuous improvement, fostering a culture of excellence and creativity across departments.
Overview
14
14
years of professional experience
Work History
Director of Support Operations
Redfin
11.2018 - Current
- Collaborated across departments and with key executive stakeholders on key business needs.
- Led a team of 300+ customer service associates supporting the tour operations at Redfin while balancing setting the strategic vision for the organization.
- Identified, created, owned and exceeded key KPI to drive both business impact, scalability and profitability.
Support Manager
Redfin
09.2016 - 11.2018
- Monitored employee and customer interactions to assess quality of service.
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Sought new workflows to drive performance while balancing key relationships with field leaders.
Transaction Coordinator
Redfin
12.2013 - 09.2016
- Built and retained key relationships with customers and internal agents.
- Assisted in onboarding and hiring of agents and support staff.
- Maintained a case load file of 30+ transactions per month.
Assistant Property Manager
Vornado Charles E Smith
08.2010 - 09.2013
- Conducted property inspections and worked closely with vendors and tenants.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Reviewed aged receivables, followed up on premium payment collection and assisted accounting department with account reconciliations.
- Maintained accuracy and privacy when composing highly technical and sensitive correspondence.
Education
Associate of Arts - Accounting/Business
Helena College of Technology
Helena, MT05.2004
Skills
- Innovation and Creativity
- Culture Champion
- Stakeholder Management
- Continuous Improvement
- Policy Development
- Data Analyzer
Timeline
Director of Support Operations
Redfin
11.2018 - Current
Support Manager
Redfin
09.2016 - 11.2018
Transaction Coordinator
Redfin
12.2013 - 09.2016
Assistant Property Manager
Vornado Charles E Smith
08.2010 - 09.2013
Associate of Arts - Accounting/Business
Helena College of Technology