Wendy Peterson
Belleair,FL
Summary
Results-driven business professional with extensive experience in strategic planning and operational management. Demonstrated ability to drive impactful outcomes through effective leadership and resource optimization, emphasizing team collaboration and achieving exceptional results with adaptability and reliability. Proficient in financial management, strategic growth, and customer relations. Expertise in strategic planning, financial management, and team leadership to propel business growth and operational efficiency. Proven track record of implementing innovative strategies to enhance profitability and productivity.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Present Owner/Broker
Journeys From Scratch LLC, SkyCoast Realty Group
11.2022 - Current
- Led consulting initiatives for new real estate brokerages, driving business expansion and enhancing operational effectiveness through optimized sales funnels, customer journey mapping, and agent performance dashboards.
- Empower brokerages and accelerate sales team performance through comprehensive training on outbound prospecting techniques and effective utilization of multiple lead generation platforms, resulting in increased lead conversion rates and overall revenue growth.
- Leverage CRM systems to meticulously organize customer data and pipeline activities, facilitating seamless client progression through sales funnels, cultivating strong relationships, and consistently exceeding closing targets.
- Successfully onboard new vendors to expand the network of available services, increasing the measurable value and impact on the business by facilitating partnerships.
Regional Market Sales & Operations Manager-Principal Broker
Redfin Corp.
01.2014 - 01.2023
- Spearheaded the establishment and growth of Florida real estate operations, recruiting, developing, and managing high-performing sales teams that consistently exceeded revenue targets and drove market share increases from 0% to over 1% across Florida.
- Drove significant revenue gains and increased controllable margin by 18% YOY, exceeding the $25M annual budget for Tampa, Naples, and Pensacola.
- Collaborated with external vendors to implement new technology solutions that streamlined operations and enhanced customer service.
- Successfully implemented a localized onboarding and training program for new real estate agents, resulting in increased productivity for both new and seasoned agents, and ultimately driving customer satisfaction and loyalty.
- Collaborated with cross-functional department leaders (including C-suite executives) to develop, implement, and maintain a comprehensive business continuity plan, ensuring operational resilience and sales continuity during unforeseen disruptions.
- Partnered with Recruiting and HR teams on talent acquisition, performance management, and succession planning initiatives, resulting in reduced time-to-hire, improved employee retention (88%), and high engagement rates (94%) among 275+ sales professionals.
- Developed and implemented an innovative customer pipeline system that streamlined lead tracking and improved closing conversion rates by 5.5%, enhancing overall market performance.
- Empowered and motivated teams of managers and agents to achieve exceptional results in lead nurturing, conversion, and customer retention through data analysis, personalized support and developmental responsibilities.
Real Estate Consultant
Keller Williams & Future Home Realty
01.2009 - 01.2014
- Recognized as the leading sales agent for implementing effective sales strategies and techniques, resulting in comprehensive multi-product presentations, increased productivity and exceeding annual cap goals.
- Guided colleagues through training opportunities.
Field Claim Director
MetLife Auto and Home
01.1999 - 01.2008
- Led and managed a team of 7 Claim Managers and 140+ associates across 16 offices in Florida's MetLife Auto and Home Insurance Claims Operation, achieving top sales and claims performance within the company.
- Successfully integrated St. Paul Company following MetLife acquisition, resulting in improved operational efficiency and customer service.
- Drove strategic alignment on reserves, portfolio performance, risk management, and claims activity across Auto and Home lines through monthly roundtables with Sales, Product, and Underwriting leadership.
- Reinvented resolution centers to include FNOL (First Notice of Loss), streamlining the initial claims handling process and improving service levels, contributing to a significant improvement in customer service NPS from 85% to 94% as recognized by J.D. Powers.
- Facilitated monthly roundtables with Sales, Product and Underwriting leadership driving strategic alignment on reserves, portfolio performance, risk management and claims activity across Auto and Home lines.
- Achieved a Quality Opportunity score below the target 3.0-3.5% across all coverage lines through comprehensive audits, identifying and mitigating leakage.
- Achieved strong profitable customer and premium growth within newly launched risk factors.
- Led project to identify opportunities to outsource backroom, non-core tasks to improve response time and quality.
- Led national coordination of catastrophic claims, partnering with TPA's to optimize large-scale disaster response.
- Expertly managed the resolution of complex claims in both auto and homeowner’s lines of business, including catastrophe claims and litigation, ensuring fair and timely settlements while mitigating losses and exceeding customer expectations.
Education
Bachelor of Arts -
University of MD-College Park
Skills
- Partnership Management: Partner Identification & Onboarding, Partner Relationship Management, Negation and Contract Management, Performance Measurement and Reporting, Ecosystem Development
- Strategic & Operational: Strategic Planning & Execution, Process Improvement, Sales Process Optimization, Business Continuity Planning, Risk Management, P&L Management, KPI Implementation, Go to Market Strategy for Partnerships
- Relationship and Communication: Relationship Management, Communication & Collaboration, Client Relationship Management, Customer Success Strategy, Negotiation, Stakeholder Management
- Analytical & Technical: Data Analysis & Critical Thinking, Financial & Business Acumen, Salesforce, Tableau, Microsoft Suite, Google Suite
- Business growth
- Compliance requirements
- Workplace training
- Business relationship building
Affiliations
National Association of Realtors
Certification
- FL Real Estate Brokers License
- FL CAM License
- FL 20-44 Personal Lines Agent License
- FL 6-20 Claims Adjusters License
- Project Manager Certification
- Salesforce Certification
Timeline
Present Owner/Broker
Journeys From Scratch LLC, SkyCoast Realty Group
11.2022 - Current
Regional Market Sales & Operations Manager-Principal Broker
Redfin Corp.
01.2014 - 01.2023
Real Estate Consultant
Keller Williams & Future Home Realty
01.2009 - 01.2014
Field Claim Director
MetLife Auto and Home
01.1999 - 01.2008
Bachelor of Arts -
University of MD-College Park
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