Selina Jones
Winston-Salem,NC
Summary
Successful Customer Service and Operations Director with extensive experience in managing operational customer service teams. Proficient with working knowledge of customer service software, databases, and tools. A strong leader committed to motivating team members to deliver better results. Detail-oriented team player with strong organizational skills and the ability to handle multiple projects simultaneously with high accuracy using modeling, data gathering, and quantitative analysis. Ambitious Real Estate Broker and client advocate skilled in establishing buyer and seller partnerships to foster stress-free real estate sales transactions. Proven success in contract negotiation and housing market monitoring. Strong focus on sales marketing to increase clientele.
Overview
28
28
years of professional experience
Work History
Real Estate Broker
ERA Live Moore
09.2020 - Current
- Team-based sales of $52 Million in 2022
- Created a Marketing plan that resulted in a 30% increase in engagement
- Developed a partnership with Forsyth County to provide low-income housing solutions
- Analyzed local real estate market conditions and trends to identify profitable investment opportunities
- Negotiated real estate contracts to navigate transactions between buyers and sellers
Real Estate Agent
Keller Williams Metro Center
03.2016 - 03.2021
- Managed 60 contracts quarterly, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Negotiated, facilitated, and managed real estate transactions.
- Communicated with clients to understand property needs and preferences.
- Researched and developed area cost analysis for clients. This was accomplished by using historical databases, and current comparable data, and by developing financial modeling systems
- Used Customer Relationship Management tool for effective communication throughout active process and for follow-up contact
- Sales forecasting and marketing platform adjustments based on returned data
Customer Service Manager
Virgin America Airlines
05.2013 - 06.2018
- Created quantitative initiatives by targeting corporate goals focusing on Customer Experience
- Developed consistent methods of communication with Teams that reported 25% increases in procedure retention
- Innovative methods implemented company-wide resulted in winning Travel + Leisure Award for best domestic airline each year in operation
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
Purchasing Manager
The Shore Lodge
01.2012 - 03.2013
- Implemented Oracle Netsuite Purchasing and Inventory System
- Developed quarterly departmental spending initiatives based on annual approved budget
- Increased inventory efficiency by 40% since implementation of electronic system
- Solved diverse supply chain problems involving numerous sources, logistics, and scheduling factors
- Purchased new products and oversaw inventory stocking and availability
- Sourced vendors, built relationships, and negotiated prices
Training and Development Administrator
Real Page
09.2010 - 01.2012
- Provider of online leasing services, emergency, and maintenance dispatch
- Designed New Hire Training programs and continuing education sessions
- Provided quality assurance auditing
- Conducted quarterly employee reviews based on customer feedback and quality assurance scores
- Consistent improvement in year-over-year agent scores
Site Manager
R.L. Jordan Oil Company
09.2003 - 08.2010
- Restructured organizational structure of retail staff
- Renovated interior floor design and redesigned exterior grounds of retail center
- Implemented security measures that focused on identified risk
- Kept sites compliant with OSHA, state, and local regulations to prevent unnecessary risks
Director of Women
YWCA of Asheville
01.2001 - 07.2003
- Led successful team-based Capital Campaign exceeding revenue goal to renovate dilapidating structure
- Awarded National Grants used to implement quantitative community programs targeting debilitating health and economic factors
- Recruited, hired, and trained all staff, providing direct supervision, ongoing staff development, and continuing education to employees
- Spearheaded and implemented new projects to expand scope of engagement
Planning and Zoning Commissioner
The City of Asheville
01.2001 - 01.2003
- Led live community hearings on development projects and zoning changes in city limits
- Analyzed and negotiated terms on projects that would benefit growth of city
- Decided on infrastructure improvements that would address safety and inhibitors of quality-of-life
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
Skills and Development Manager
Public Service Company of North Carolina
07.1995 - 11.2000
- Authored training program for New Hires and new processes in newly constructed central care center
- Designed incentive plan focusing on productivity, efficiency, and absenteeism which resulted in 42% decrease in target indicators
- Monitored resource allocation, budget development, and personnel recruitment for multiple Customer Care and Emergency planning projects.
- Completed annual progress reports and individual development plans for advancement in organization
Education
Master of Business Administration - Finance, Business Administration, Management
Wake Forest University
Winston Salem, NC05.2023
Bachelor of Science -
Shaw University
Raleigh, NC12.1998
Skills
- Legal Document Preparation
- Contract Negotiations
- Market Trend Analysis
- Proposal Development
- Financial Operation
- Budget Forecasting
- Performance Goals
- Control Costs
- Corporate Social Responsibility
- Financial Modeling
- Contact Management Systems
- Exceptional Interpersonal Communication
Timeline
Real Estate Broker
ERA Live Moore
09.2020 - Current
Real Estate Agent
Keller Williams Metro Center
03.2016 - 03.2021
Customer Service Manager
Virgin America Airlines
05.2013 - 06.2018
Purchasing Manager
The Shore Lodge
01.2012 - 03.2013
Training and Development Administrator
Real Page
09.2010 - 01.2012
Site Manager
R.L. Jordan Oil Company
09.2003 - 08.2010
Director of Women
YWCA of Asheville
01.2001 - 07.2003
Planning and Zoning Commissioner
The City of Asheville
01.2001 - 01.2003
Skills and Development Manager
Public Service Company of North Carolina
07.1995 - 11.2000
Master of Business Administration - Finance, Business Administration, Management
Wake Forest University
Bachelor of Science -
Shaw University
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