Cynthia M. Parker — Customer Experience & Sales Leader

What I do

Service standards, sales, and the systems underneath both

Customer experience operations

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%.

Sales and account growth

Sixteen years selling a high-consideration product on long cycles. Sales grew at a 16% compound annual rate and transaction volume rose 46.6% across a four-year period.

Program and process design

Benchmarked KPIs, training that changes what happens at the counter, and reporting a leader can act on without checking it first.

Experience

Where I have done it

2024 — Present

Customer Service Team Lead

U.S. Small Business Administration · Office of Disaster Recovery & Resilience

Lead a remote field customer service team: daily huddles, coverage, end-of-day debriefs
Report daily performance to senior leadership across volume, throughput, outreach, and resolution
Sole authorized approver for case data corrections, which makes reporting integrity mine to audit

2006 — 2022

Real Estate Broker · Small Business Owner

RE/MAX Leaders / Alliance Colorado · Hall of Fame, top 20% of network

Sixteen years of annual planning with KPIs cascaded from year to quarter to week
Hired, trained, and directly managed a three-person transaction team as principal broker
98% client satisfaction and 100% deadline compliance across every pipeline

1999 — 2006

Police Officer

United States Capitol Police · Washington, DC

Front-line public service to visitors, staff, and members of Congress
Incident documentation held to evidentiary standards

Credentials

Education and certifications

BA, Sociology / Criminology / PhilosophyMorgan State University

Applied Business ScienceBusiness Analytics · UNLV

Certified Scrum Product OwnerScrum Alliance