Kyle Heather

• Maintain and manage extensive database of active and inactive clients.
• Consult with clients on wine preferences and collecting goals, and match current/future inventory to enable targeted marketing campaigns.
• Market, promote, and expand my customer panel.
• Assisted management in inventory control, ensuring optimal stock levels for all featured wines.
• Efficiently resolved any customer complaints or issues, maintaining high levels of satisfaction among patrons.
• Educate customers on wine storage, characteristics and regions improving their overall experience with Sokolin.

Architecting the future of real estate transaction leveraging machine intelligence and patented technology solutions to revolutionize an age-old market.

Responsible for a team of senior ops-based client experts managing over 20 clients and revenues over $3.5m per month. My responsibilities quickly grew to include 7 operational teams through consistently proving flexible bandwidth and a knack for operationally assessing and streamlining processes. This includes:

• Led 80+ member remote team with varying experience
• Multiple direct-report managers, supervisors, and teams
• Expansion into Concierge (call-center ops), Vendor Management, Quality Assurance, Scheduling, and Disbursement

Accomplishments include:

• Project managed simultaneous large-scale projects spanning, account teams, sales, operations, learning and enablement, and senior leadership.
• Developed associate scorecard that implemented 360-view of quality, output, and management assessment of associate attitudes/behaviors and their contribution to making tomorrow better.
• Developed and implemented call-center metrics and dashboard to demonstrate group effectiveness and value in regards to relief provided to ops teams resulting in 85%+ First Touch Resolution.
• Developed and implemented client escalation protocols and workflow to standardize intake and resolution requirements across numerous business units and executive leadership, and resulting in less than 1% escalation rate.

Director, Client Relations (2019 – 2021)

Responsible for enterprise-wide Customer Experience and real estate sales operational unit.

• Created client onboarding process streamlining Sales, Operations, and Client Relations responsibilities and resulting in higher first order(s) success rates.
• Instituted extensive cross-product training for Client Relations to better serve our customers and capitalize on sales opportunities.
• Developed escalation protocol to better manage high risk orders between Client Relations and Operations.

SVP, Operations (2016 – 2019)

Responsible for the overall development and management of 3 core business units (Property Preservation, REO Asset Management, Valuations)

• Increased profitability of $23m/year product line by instituting production tracking metrics delivering a 20% increase in productivity.
• Successfully managed a merger that generated over $54 million in incremental revenues – an increase of 81%
• Served as the company's spokesperson, participating in industry panels, managing client audits and presentations, and lobbying state and federal government on behalf of our industry.

VP, Operations 2013 – 2016

• Led a small team to re-launch our Property Preservation product and grow from $20k/month to $1.1m/month within one year, and eventually into the largest unit in the company at $1.9m/month in sales and over 45 employees.

Director-Valuations & Client and Support Services (‘06-‘13), Manager-Valuations & Client Services (‘05-‘06), Valuations Associate (‘04-‘05)