Customer Service Real Estate

John P. Martin

**********@*****.*** Home 949-***-****

Cell 949-***-****

Career Summary

More than 10-years of operations management experience working for dynamic

Real Estate companies. Skilled in developing and implementing strategies

designed to improve operating efficiency and increase profits for multi-

million dollar companies. Expert problem-solver with a passion for

technology and the ability to get things done.

Areas of Expertise

Business Management and Operations Vendor Management

Budget and Expense Control Information Technology

Accomplishments

. Grew LandAuction.com from a local real estate auction company into a

nationally recognized brand with over 75 million dollars in annual

revenue.

. Successfully implemented customer relationship management (CRM) solutions

for call centers with both real estate sales agents and customer service

agents.

. Directed the opening of two large corporate offices, including

responsibility for architectural and interior design, space planning and

utilization, and sub-contracting of all tenant improvements, which were

finished on-time and within budget.

Professional Experience

National Recreational Properties, Inc. (NRPI), Irvine, CA 2005 to 2008

Information Systems

Responsible for database development and other information systems for a

nation-wide real estate firm. Managed project teams of software developers,

database administrators, data analysts, and report writers that delivered a

wide-range of custom solutions in a complex data environment.

. Appointed as a core member of the IT steering committee. Advised

company management regarding overall technology strategy.

. Supervised the expansion of an Enterprise Reporting System, making

critical reports and dashboards available to all levels of management

based on their requirements.

. Streamlined customer service and fulfillment by utilizing a

combination of internal and external call centers along with automated

data exchange to improve data accuracy and reduce costs.

LandAuction.com, Irvine, CA 1990 to 2005

General Manager

Directed day-to-day operations for a multi-million dollar land auction

company. Areas of responsibility included office management, escrows &

closings, marketing, sales support, document management, and loan

servicing. Operational and organizational strength contributed directly to

the steady growth of LandAuction.com.

. Recruited by owners to bring organizational skills and hands-on

technical knowledge to their real estate company.

. Supervised teams of marketing, sales and support staff that

consistently delivered quality work in a fast-paced, high-volume

environment.

. Developed a real estate sales system that automated document

generation, data integration and back-office reporting.

. Rolled out CRM solutions for agents, collectors, and customer service

representatives that improved effectiveness and greatly enhanced the

company's bottom line.

. Worked closely with legal department on real estate compliance issues

at national, state and local levels.

Educational Background

California State University, Long Beach, Long Beach, CA

BA Degree in Communications

Civic Leadership

Boy Scouts of America, Troop 639, Foothill Ranch, CA 2007 to Present

Troop Committee Chairman

NESA - National Eagle Scout Association

Technology Skills

. Applications: Microsoft Office Professional (Access, Excel, Outlook,

PowerPoint, Word), Microsoft Project and Microsoft Visio.

. Databases: Microsoft SQL, MySQL, and Microsoft Access.

. Customer Relationship Management (CRM): SalesForce.com and SugarCRM.

. Enterprise Resource Planning (ERP): Dynamics AX and MAS 200/500.

Duties and Responsibilities:

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