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Results-driven Operations Director and Customer Service Leader with 10+ years of progressive experience in team management, operational excellence, and member services within real estate and e-commerce environments. Proven track record of streamlining processes, management of complex systems, and maintaining 100% regulatory compliance while scaling operations to support organizational growth. Expert in data integrity management, fraud prevention, and cross-functional team leadership with demonstrated success in improving efficiency metrics and customer satisfaction ratings. 

Conejo Simi Moorpark Association of REALTORS

April 2024Current
Director of Operations (May 2025 - Current)
  • Lead comprehensive operational management for local real estate association, overseeing daily activities, team supervision, and strategic initiatives to ensure organizational efficiency and effectiveness. 
  • Manage Association Management System (Rapattoni Magic) including assessment of operational needs, tech support, and development.
  • Establish quality standards and identify improvement opportunities. 
  • Oversee compliance programs including State Variable Dues Fees (Broker Compliance), Limited Function Referral (LFRO) audits, and NAR Core Standards (to maintain association charter status).
  • Administer dues billing processes, MLS access fee management, and electronic election systems for annual officer/director selections.
  • Supervise team scheduling, training and ensure safe, adequate work environments.  
  • Support front office operations and serve as backup for various team roles. 

MLS & Member Services Coordinator (2024-2025)
  • Provide frontend and backend system (Multiple Listing Service) support, resolving 95% of member issues within 24 hours
  • Maintain accuracy of data and ensure compliance through audits, fact-checking contracts, manual database changes (25+ per month), enforcement of MLS rules, and levying of fines
  • Conduct training of MLS rules, system, and processes for members and teammates
  • Manage MLS access rights for 1800+ accounts, ensuring timely setup and accurate permissions
  • Facilitate data licensing for 20+ 3rd party vendors, ensuring 100% compliance
  • Create documentation for new and existing processes 
  • Develop action roadmap for MLS tasks and marketing of MLS benefits
  • Support team members through cross-training on Broker Compliance, Supra support, store sales, lobby/phone reception, and during in-person events 
  • Work as liaison of Equal Opportunity and MLS committees to help shape the policies and overall direction of the association

Entertainment Earth, Inc.

October 2013August 2023
Operations Administrative Manager (2023)
  • Spearhead efforts to procure critical vendors for the CS department by attend demos, receive quotes, and provide recommendations to executive management
  • Successfully transition service departments to a new phone system with improved function and reporting 
  • Subject matter expert on retail Client Services department
  • Process client returns and claims, 150+ credits issued daily
  • Mitigate potential fraud by reviewing IP addresses, journal entries, order velocity, and other payment/account details
  • Resolve chargebacks and recoup funds by working with 3rd party vendors (NoFraud), payment processors (AmEx, Certegy), internal parties, and clients on 100 cases per week 
  • Engage with fans across all social media platforms, with a combined following of 1 million+ 

Client Services Manager (2019-2023)
  • Double the number of department staff, to account for exponential growth and new department responsibilities
  • Develop SMART goals for all CS staff and projects
  • Work on department efficacy to handle 45% more emails and telephone calls, and grow the average ($) telephone order by 64% 
  • Conduct and document regular personnel reviews and evaluations--including succession planning, employee growth and performance improvement plans 
  • Develop a detailed 3-month onboarding schedule and training documentation
  • Manage payroll and schedule to stay within budget and ensure coverage to reach daily goals 
  • Conduct final round interviews with 20+ candidates, collaborate with Senior Management on hiring decisions
  • Maintain company Knowledge Base of 90 FAQ articles
  • Receive 5-star ratings on company reviews sites
  • Chargeback management 

Operations Team Lead (2018-2019)
  • Daily completion of complex order import process, $77.6 million booked orders in 2019
  • Support Accounts Receivable department by entering payments and notifying wholesale clients of owed funds, in 3 levels of escalation resulting in late fees and suspension of account
  • Learn all retail operations processes
  • Process improvement and document standardization
  • Oversee retail fraud prevention efforts, run check verification system (Certegy), verify billing details of high-risk customers, pass/no pass decision on risky orders
  • Process price match requests
  • Plan internal company events 

Client Services Lead (2013-2018)
  • Interim supervisor of 8+ employees and DTC sales lead at trade shows
  • Administer new hire onboarding, ongoing staff training, and revisions of email templates
  • Analyze 200+ potential fraudulent orders each week
  • Process returns and credits, resolve outstanding returns
  • Answer all Client Services related live chat, email, and telephone calls and provide lobby and telephone reception for the company

Certifications & Education

At Home with Diversity®

March 2025
National Association of REALTORS

Certified Associate in Project Management (CAPM)®

January 2024
Project Management Institute

Associate of Arts, Liberal Arts and Sciences, General Studies and Humanities

August 2020
Moorpark College

Lean Six Sigma Yellow Belt

June 2020

Core Competencies & Skills

Prompt Engineering, MLS Management, Regulatory Compliance, Process Improvement, Team Leadership, Data Analytics, Vendor Management, Public Speaking, Conflict-resolution,  Proficient in Microsoft Suite (Word, Excel, Powerpoint, SQL)

References

  • Brian Ozinga, Chief Operating Officer, (310)490-5822, bozinga@hotmail.com
  • Morgan Renken, Chief of Staff and VP of Operations, (805)232-5092, mmullins@entertainmentearth.com 
  • Jessika Morris, Senior Project Administrator, (805)428-8648