Yvette Gilbert
Irving,TX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
35
35
years of professional experience
Work History
Real Estate Coordinator/ Training & Development /Lead Virtual Solutions Representativ
Realogy Corporation / Anywhere Real Estate
01.2016 - 03.2023
- Provided support to clients, Home Partners of America’s customers, and real estate agents throughout “Lease Purchase Program” process, via phone, email, text, and online chat support
- Was responsible for creating and maintaining training materials and facilitating New-Hire training and refreshers
- Handled incoming and outgoing calls from prospective residents and real estate agents; answering questions or concerns regarding program; approximately 75-120 calls per day
- Conversion-focused on driving registrants through application process and ultimately into submitting homes for Home Partners of America to purchase
- Followed a specific call flow, email, and text touch point cadence according to client and company policy and procedures
- Created and updated New Hire Training materials
- Data Entry with 99.9% accuracy
- Troubleshoot and act as technical support, at times, using a Dashboard; escalated issues and/or concerns to QA when necessary
- Assist in accessing several different types of leads from electronic lead interface and will build file for each according to source of lead
- Responsible for managing Task List and responding to emails promptly
- Required to be compliant with all event-driven follow-up calls to drive conversion
- Required to achieve agreed-upon sales targets and outcomes within a scheduled time frame; monthly scorecard is provided
- Promoted to VSR after first year
- Five chat conversations at one time totaling over 100 chats per day as well as a range of 100 - 300 email tickets to answer daily
- OPS platform to process applications
- HEM-Home Event Management - for client notes and correspondence
- Zendesk for chat and email tickets
- MS Outlook
- MS Teams
- MS Word
- MS Excel
- MS PowerPoint
- Nice- CXone- time clocks, outbound calls.
- Advocated for client needs and obtained desired considerations for sales and purchases.
- Helped clients navigate transactions, complete paperwork, and finalize sales or purchases.
- Continuously updated knowledge of industry best practices and professional development opportunities for both personal growth and improved job performance.
- Cultivated strong relationships with agents, lenders, and title companies.
- Advised clients on mortgage and housing conditions to identify successful properties and promote customer satisfaction.
- Contributed to a positive work environment by collaborating effectively with team members from diverse backgrounds.
- Gained strong leadership skills by managing projects from start to finish.
- Developed strong communication and organizational skills through working on group projects.
- Self-motivated, with strong sense of personal responsibility.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Proved successful working within tight deadlines and fast-paced environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Developed and maintained courteous and effective working relationships.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Paid attention to detail while completing assignments.
- Researched relevant resources to assist members, identified member representation needs, and troubleshot next steps to provide optimal support for members.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Increased customer satisfaction by addressing and resolving complaints promptly.
- Devised and implemented processes and procedures to streamline operations.
- Educated staff on organizational mission and goals to help employees achieve success.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Worked effectively in fast-paced environments.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Excellent communication skills, both verbal and written.
Administrator/ Supervisor
A Ray Of Hope, Inc.
11.2013 - 07.2016
- Conducted counseling sessions and life skills classes with members of facility
- Designing marketing material for various events
- Maintaining location budget and processing expense reports
- Maintain student records for education component
- Human Resource responsibilities included staff selection, hiring, and payroll for staffing company
- Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
Education
Masters: Christian Counseling - Bachelors in Theology
Redeemer’s Theological Seminary
Carrollton, TX01.2014
Major: Business Management -
University of Akron
Akron, OH01.2010
Skills
- Excellent Communication
- Good Telephone Etiquette
- Teamwork and Collaboration
- Remote Office Availability
- Active Listening
- Critical Thinking
- Customer Satisfaction
- Customer Experience
- Interpersonal Communication Skills
- Customer Inquiries
- Microsoft Word
- Employee Timesheet Processing
Qualification Profile
Dynamic, versatile, and resourceful professional with valuable administrative support and problem resolution expertise. Unique ability to quickly acquire knowledge. Strong attention to detail. Highly developmental, organizational and interpersonal skills. Attentive to trends that affect the business flow. Key proficiencies include:
Training and Development
Data Entry
Corporate Relocation
30+ years of Customer Service
Real Estate Coordinating
Chat and Zendesk
Licensed Insurance Adjuster
Excellent Written and Verbal Communication
Microsoft Office Professional
Certified Life Coach
Google Platforms, Microsoft Office Professional and Adobe Package
References
Available Upon Request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
Real Estate Coordinator/ Training & Development /Lead Virtual Solutions Representativ
Realogy Corporation / Anywhere Real Estate
01.2016 - 03.2023
Administrator/ Supervisor
A Ray Of Hope, Inc.
11.2013 - 07.2016
Masters: Christian Counseling - Bachelors in Theology
Redeemer’s Theological Seminary
Major: Business Management -
University of Akron
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