Customer experience and sales leader. Sixteen years as the person accountable when the record has to be right and someone's outcome depends on it.
Queue and coverage design, service levels, escalation paths. A federal field center intake redesign I led raised service delivery efficiency 25% and cut average response time 20%.
Sixteen years selling a high-consideration product on long cycles. Revenue grew 94.5% from 2012 to 2016, an 18.1% compound annual rate, on a book that ran 65.5% referrals and sphere of influence.
Benchmarked KPIs cascaded from year to quarter to week, training that changes what happens at the counter, and reporting a leader can act on without checking it first.
I qualified for HUD's Officer Next Door program as a Capitol Police officer and could not find a single broker who understood it or knew a lender who did. I learned the program myself, bought my first home through it, then started walking other officers through it. That is how my real estate business started.