Summary
Overview
Work History
Education
Skills
Timeline
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Ryan Yanuss

Poulsbo,WA

Summary

Proven Brokerage Operations Specialist with a track record at Zillow Group of enhancing operational efficiency and fostering cross-functional communication. Has Excelled in project completion, case resolution, and improving process workflows. Team player who has demonstrated a blend of technical proficiency and willingness to learn through multiple role changes.

Overview

8
8
years of professional experience

Work History

Brokerage Operations Specialist

Zillow Group
02.2020 - Current
  • Oversaw the Brokerage Operations inbound Salesforce queue, working and delegating cases appropriately to ensure smooth workflow and timely notification.
  • Provided timely assistance to Zillow licensees in applying for MLSs and Realtor associations memberships.
  • Guided licensees with application timelines, provided clear instructions, and assisted in troubleshooting issues.
  • Ensured efficient processing of memberships into Zillow Group databases for use by teammates.
  • Created and managed Salesforce Reporting Dashboard for the Brokerage Operations Team to highlight trends, track case counts, and provide contextualized data for team leaders.
  • Successfully completed multiple audit and individual projects while adhering to deadlines constraints.
  • Reviewed, tracked and escalated Zillow Listing Violations for Zillow owned properties.
  • Created and assisted with the creation of team SOPs for the Salesforce queue and case triage.

Broker Operations Specialist

Zillow Group
02.2018 - 02.2020
  • Managed listing feed health for MLSs and large brokerages with IDX feeds to Zillow Group.
  • Ensured accurate feed listing counts and run times with SQL and team tools to pull and review listing feed data.
  • Identified feed issues for MLSs and Brokerages and worked with their representatives to create solutions.
  • Answered inquiries and provided information and training to feed providers on Zillow and Trulia XML feed requirements.
  • Reviewed XML feed data and identified unparsable/forbidden XML characters to resolve feed issues.
  • Supported the Zillow Industry Relations team by adding, removing, or altering the appearance of broker branding on Zillow HDMI pages.
  • Supported MLS Operations team by refreshing feeds and advising on feed activity.

Consumer Care Advocate

Zillow Group
02.2016 - 02.2018
  • Researched Consumer issues with the Zillow website and took appropriate action to resolve issues within turnaround time requirements and quality standards.
  • Subject matter expert on the Zillow HDMI page.
  • Maintained high customer satisfaction scores while consistently meeting required case quotas.
  • Worked escalated cases that required additional contact over the phone and coordination with legal team.
  • Responsible for researching and reporting GIS mapping and school information corrections to the Zillow mapping team.

Education

Bachelor of Arts - Literature And History

Franklin University Switzerland
Sorengo, Switzerland

Skills

  • Operational Efficiency
  • Planning and coordination
  • Cross-Functional Communication
  • Case Management

Timeline

Brokerage Operations Specialist

Zillow Group
02.2020 - Current

Broker Operations Specialist

Zillow Group
02.2018 - 02.2020

Consumer Care Advocate

Zillow Group
02.2016 - 02.2018

Bachelor of Arts - Literature And History

Franklin University Switzerland

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Ryan Yanuss