Angelina Nelson

• Manage Association Management System (Rapattoni Magic) including assessment of operational needs, tech support, and development.
• Responsible for Association financial statements and annual budget. 
• 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.
• Establish quality standards and identify improvement opportunities. 
• Lead comprehensive operational management for local real estate association, overseeing daily activities, team supervision, and strategic initiatives to ensure organizational efficiency and effectiveness. 
• Lead vendor procurement initiatives by attending demos, analyzing solutions, and providing strategic recommendations to executive management
• Supervise team scheduling, training and ensure safe, adequate work environments.  
• Hire and train new team members. 
• Support front office operations and serve as backup for various team roles. 

MLS & Member Services Coordinator (April 2024 - March 2025)

• Conduct training of MLS rules, system functionality, and processes for members and staff, ensuring effective platform utilization and compliance
• Create documentation for new and existing processes, including user guides and training materials that support member self-service and system understanding
• Develop action roadmap for MLS initiatives and marketing campaigns to promote MLS benefits, driving member adoption and engagement
• Provide comprehensive MLS system support (frontend and backend), resolving 95% of member issues within 24 hours and maintaining high member satisfaction ratings
• Facilitate data licensing for 30+ third-party vendors, ensuring 100% compliance with MLS rules and regulations
• Maintain data integrity through regular audits, manual database management (25+ changes per month), contract fact-checking, and enforcement of MLS rules
• Manage MLS access rights for 1800+ accounts, ensuring timely setup and accurate permissions
• Serve as liaison of Equal Opportunity and MLS committees to help shape the association policies and strategic direction
• Support team members through cross-training on Broker Compliance, Supra support, store sales, lobby/phone reception, and during in-person events 

• 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)

• Scaled operations to support 45% increase in service volume through process improvement and team development
• Managed cross-functional projects including technology implementation, onboarding program development, and vendor procurement
• Developed comprehensive training documentation and SMART goals for staff projects, doubling team size to meet growth demands
• Created and maintained knowledge base of 90+ articles, improving customer self-service capabilities
• Conducted training and performance evaluations for 8+ team members, including succession planning and professional development
• Grow the average ($) telephone order by 64% 
• 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
• 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