Premier Agent is the platform that connects thousands of real estate agents with home buyers and sellers and is responsible for 70% of Zillow Group's revenue. I work with our product and marketing teams on new initiatives to improve the buyer experience and drive more home buying transactions, ultimately increasing the value of our product to agents. I also lead the operations support team for our Premier Agent concierge call center, including workforce management, project mgmt and vendor mgmt.

Led operations strategy for APFM's call center. Through a combination of technology (product managing both the custom-built agent workflow application and cloud-based telephony application) and front-line management (developing new agent QA and training programs), I overhauled the two primary call center programs in APFM’s core business of Senior Living Referrals while also operationalizing and scaling the emerging business lines (Home Care and Rehabs).

Recognized expertise in Service Operations, focusing on Customer Experience and Lean Frontline Management—passionate about driving organizational change through capability building and culture. Acknowledged for strengths in problem solving; team leadership and development; and client leadership and communication.