Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Hi, I’m
Zelma Wade
Pflugerville,TX
Summary
Overview
11
years of professional experience
Work History
Spinelli Residential GroupAustin, Texas
Director of Operations
08.2022 - 08.2023
Job overview
- Built, created, implemented streamlined systems for business systems, policies and procedures, internal communication, information management, CRM, and marketing that enhanced organizational efficiency
- Directed or coordinated all financial systems, including accounts payable, accounts receivable, budgeting, P&L and taxes
- Assessed and evaluated business procedures and implemented structures to improve day-to-day operations
- Implemented referral campaign for top business sources, resulting in a 10% increase in repeat business
- Managed people operations by effectively hiring and onboarding staff, set goals and expectations for direct reports, managed vendors contractors, processed payroll, and managed technology
Keller WilliamsAustin, Texas
Manager, Operations and Services
09.2021 - 08.2022
Job overview
- Pioneered the launch of a real estate school across 24 states as program manager, resulting in enrollment of over 100,000 students within the inaugural year
- Devised project roadmaps and establish key milestones to guide the progression of initiatives
- Created, documented and presented weekly/monthly data-rich reports on key points that highlighted program/team wins and opportunities to C-level
- Collaborated cross-functionally with sales, marketing, finance, legal, and customer support teams to identify process bottlenecks and drive improvements
- Conducted comprehensive training internal and external teams providing guidance and expertise to the team and stakeholders, resulting in a streamlined and efficient process for meeting legal and operational requirements
- Managed and reported on key performance indicators and business objectives, providing insights and recommendations based on data analysis
- Developed tools and playbooks as the subject matter expert, providing valuable resources that contributed to a 15% increase in operational efficiency and consistency and created program advocates
- Worked with regional owners to define ongoing product enhancements and design adjustments to meet business needs
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts
Keller WilliamsAustin, Texas
Manager, Sales Enablement
12.2019 - 09.2021
Job overview
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives
- Collaborated with various business units to ensure their successful utilization of KW tools and technology, resulting in a 35% early adoption rate among top 20% agents
- Hired, trained and led a team of employees, overseeing scheduling, training, and performance management
- Created GTM plans including hiring, best practices, SOP, KPI and evaluation for ongoing performance
- Implemented project management and communication channels with internal teams (e.g., Slack, Monday.com, ) to streamline processes and build automation for creating work orders and delivering services, resulting in a 25% reduction in service delivery time and increased operational efficiency
- Focused on internal B2B clients, resulting in a 15% increase in customer retention and loyalty, driving adoption of company playbooks and technology
- Monitored key metrics, including user satisfaction, service delivery time, and revenue growth. Implemented company-wide NPS survey resulting in a 20% improvement in overall customer satisfaction
- Collaborated with cross-functional teams (Support, Client Success, Marketing) to identify areas for improvement and implement strategic initiatives
- Performed consultations and educated clients on products and services
- Researched and capitalized on emerging opportunities to build business and expand customer base for company SaaS products
Keller WilliamsAustin, Texas
Manager, Customer Success
10.2017 - 12.2019
Job overview
- Collaborated with cross-functional teams to launch customer success programs in partnership with C-level
- Coached and mentored Success teams, leading to a 25% improvement in adoption and engagement of the end-to-end real estate technology platform among agents and associates
- Implemented new systems and models to support team growth, resulting in a 30% increase in team efficiency and productivity
- Cultivated strong cross-functional relationships with Product, Marketing, Training, and Communications teams, resulting in a 25% improvement in internal process efficiency and enhanced external customer satisfaction
- Demonstrated and explained product features and benefits to overcome customer objectives
- Compiled customer feedback for cross-functional departments to improve product or service features
- Effectively communicated customer trends and feedback to internal teams, driving product improvement and resulting in a 10% increase in customer satisfaction ratings
- Developed and implemented training programs to enhance employee knowledge of best practices, resulting in a 20% improvement in employee performance and increased customer satisfaction.
- Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand
Keller WilliamsAustin, Texas
Customer Retention Manager, Operations
02.2015 - 10.2017
Job overview
- Led ongoing strategic customer meetings to communicate best practices, successes, and business results, resulting in a 20% increase in customer retention and satisfaction
- Performed billing, collection, and reporting functions for the corporate office, generating over $2 million in annual revenue
- Created and implemented a 1:1 onboarding process for key customers, resulting in a 15% reduction in churn and increased customer loyalty
Keller WilliamsAustin, Texas
Program Specialist, Coaching
02.2014 - 02.2015
Job overview
- Fostered impactful relationships with agents and spearheaded business development by delivering comprehensive product knowledge sessions, resulting in a 30% increase in agent engagement and a 25% growth in sales
- Developed training materials, manuals, procedures, and visual aids to effectively achieve department goals, resulting in a 20% improvement in employee training efficiency and a 15% reduction in onboarding time
- Orchestrated strategic planning and implementation of user assistance documentation, product training, and self-support for knowledge solutions, including curriculum development, materials, and presentations, resulting in a 30% increase in user satisfaction and a 25% decrease in support ticket escalations
CitibankIrving, TX
Mortgage Consultant
10.2012 - 12.2013
Job overview
- Guided customers through a diverse range of loan products and credit options to enable confident decision-making
- Delivered invaluable expertise in mortgage and educational as well as personal loans, providing comprehensive financial advice
- Efficiently managed the complete loan origination process, from procuring credit reports and appraisals to preliminary title reports, ensuring seamless transactions.
Education
Texas A&M University - CommerceCommerce, TX
MBA
University Overview
Texas Christian UniversityFort Worth, TX
Bachelor of Science
University Overview
Skills
- Process Improvements
- Team Leadership
- Managing Operations and Efficiency
- Training and Development
- Calm Under Pressure
- Negotiation and Conflict Resolution
- Product and Service Improvements
- Complex Problem Solving
Quote
Success is often achieved by those who don’t know that failure is inevitable.
Timeline
Director of Operations
Spinelli Residential Group
08.2022 - 08.2023
Manager, Operations and Services
Keller Williams
09.2021 - 08.2022
Manager, Sales Enablement
Keller Williams
12.2019 - 09.2021
Manager, Customer Success
Keller Williams
10.2017 - 12.2019
Customer Retention Manager, Operations
Keller Williams
02.2015 - 10.2017
Program Specialist, Coaching
Keller Williams
02.2014 - 02.2015
Mortgage Consultant
Citibank
10.2012 - 12.2013
Texas A&M University - Commerce
MBA
Texas Christian University
Bachelor of Science
Additional Professional Experience
Additional Professional Experience
Cottonwood Financial - Operations Manager | Irving, TX | 05/2011 - 08/2012
Target - Executive Team Leader | Fort Worth, TX | 06/2008 - 05/2011
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