Shana Wrights
Sr. Client Success and Sales Operations Manager
Austin,TX
Summary
Natural leader experienced in driving exemplary team performance by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Excellent interpersonal skills, to work well with others both internally and externally. Proven leadership skills and demonstrated passion for applying best practices and promoting continuous improvement to drive results.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Skills
Client Relationship Managementundefined
Work History
Director of Operations and Accounts
Roman Brothers Refrigeration
Liberty Hill, TX
Jun.2022 - Current
- Monitor budget and utilize operational resources.
- Responsible to oversee the day-to-day operational and tactical aspects of installing and servicing HVAC projects and service agreements.
- Implement quality assurance programs/procedures to ensure customer satisfaction and strengthen customer relationships.
- Develop and maintain excellent relationships with customers, including key accounts, ensuring ongoing satisfaction with our service.
- Support credit efforts by resolving Accounts Receivable disputes, ensuring timely resolution, and maintaining positive customer relationships.
- Successfully coordinate with manufacturers and wholesalers to facilitate the completion of projects, repairs, and preventative maintenance.
- Prioritize the proper training of employees, ensuring they stay up-to-date with new technology, products, and services offered by the company.
Senior Manager of Business Development
Sotheby’s Concierge Auctions
Austin, TX
Dec.2017 - May.2022
- Promoted from previously held positions as Client Success Manager and Sales Development Manager.
- Successfully managed, coached, and trained 30 international sales representatives to achieve company goals.
- Consulted high-net-worth individuals and luxury real estate professionals to discuss the innovative digital bidding platform, marketing strategy, and premium auction services for properties greater than $1M USD.
- Established significant relationships with C-Level executives company-wide to implement sales solutions, resolve client issues, and introduce new business opportunities.
- Evaluated hiring, firing, and promotion requests.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Maintained internal and external referrals across all departments and formulated, distributed, and negotiated contracts and proposals for clients and attorneys.
- Led onboarding for “The Private Client Group”, 14,000 high-priority accounts.
- Managed the company’s Preferred Agent program and all associated referral documentation and processes.
- Maintained an average transaction size of $5M USD
- Optimized revenue in 2021 by $3.2M resulting in a 13% increase from the previous year.
- Conducted data analysis and delivered accurate reporting as a subject matter expert for Salesforce.
- Attended domestic and international industry events as needed.
Realtor
Berkshire Hathaway Texas Realty
Austin, TX
Apr.2016 - Dec.2017
- Evaluated real estate markets to assist clients in making appropriate decisions regarding purchasing, selling, and renting real estate properties.
- Conducted comparative market analysis to determine the value of properties and knowledge of the local housing market, including residential sales, trends, and buying/selling processes.
- Generated lists of properties that were compatible with buyers' needs and financial resources.
- Worked closely with clients and industry professionals to obtain the appropriate loans, inspections, and credit reports.
- Promoted sales of properties by devising productive marketing and advertising strategies via multiple listing services, open houses, and online presentations.
- Maintained constant contact with agents, buyers, sellers, mortgage officials, and lawyers throughout the home-buying process.
Risk Specialist
Assurant Field Asset Services
Austin, TX
Dec.2013 - Dec.2015
- Received promotional advancement from prior roles as Rehab Bid Coordinator and Investor Services Property Manager.
- Performed time-sensitive loss analyses and monitored a portfolio of loans with escalated property issues.
- Guaranteed quality and timeliness of delegated tasks, while adhering to Fannie Mae criteria via remote management across nationwide vendor and customer base.
- Scheduled additional orders, bids, and utility services as necessary, while utilizing a cost estimator for labor and materials to define appropriate budget and resources.
- Coordinated with code compliance officers to address complex problems, urgent issues, and code violations to mitigate potential discrepancies.
- Verified completion of Ad hoc reporting and analysis for important internal and external business stakeholders, such as risk, compliance, and third parties.
- Negotiated repair bids with vendors to reduce company expenses.
- Operated as a main point of contact for mortgage companies and contractors to guarantee prompt maintenance of foreclosed and REO properties.
- Recognized key opportunities for bringing properties to fair market value, boosting efficiencies, and reducing liabilities.
Property Manager
Flower City Property Management
Rochester, NY
Nov.2012 - Oct.2013
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Maintained original leases and renewal documents in digital and hardcopy format for the property management office.
- Monitored the progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Collected and maintained careful records of rental payments and payment dates.
Front Office Manager
Fairfield Inn & Suites by Marriott
Rochester, NY
Apr.2010 - Feb.2012
- Assisted the General Manager in training and supervision of front desk staff.
- Supported same-day selling procedures to maximize room revenue and property occupancy.
- Knowledgeable of all hotel operations and procedures.
- Ensured guest and employee satisfaction and achieve the operating budget.
- Handled complaints, settled disputes, and resolved grievances, conflicts, or otherwise negotiated with others.
- Assisted with direct billing, accounts receivable, payroll, and purchasing for the hotel.
- Lead department meetings and continually communicate a clear and consistent message regarding the Front Desk goals to produce desired results.
- Provided guidance and direction to subordinates, including setting performance standards and monitoring performance.
Education
Texas Real Estate License - Real Estate
Champions School of Real Estate
Austin Jan.2016 - Mar.2016
Certificate - Tourism And Travel Management
Monroe Community College
Rochester Sep.2007 - Aug.2009
Timeline
Director of Operations and Accounts
Roman Brothers Refrigeration
Jun.2022 - Current
Senior Manager of Business Development
Sotheby’s Concierge Auctions
Dec.2017 - May.2022
Realtor
Berkshire Hathaway Texas Realty
Apr.2016 - Dec.2017
Texas Real Estate License - Real Estate
Champions School of Real Estate
Jan.2016 - Mar.2016
Risk Specialist
Assurant Field Asset Services
Dec.2013 - Dec.2015
Property Manager
Flower City Property Management
Nov.2012 - Oct.2013
Front Office Manager
Fairfield Inn & Suites by Marriott
Apr.2010 - Feb.2012
Certificate - Tourism And Travel Management
Monroe Community College
Sep.2007 - Aug.2009
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