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Customer Service Real Estate

Houston, Texas, United States
February 22, 2018

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Sara Ivey Edwards

Mobile: (832) ***-****


Leverage Corporate Training Management and MBA degree along with Consulting, Teaching, Real Estate Sales, Travel/Hospitality background to obtain leadership role with leading global organization. Developed and refined Teacher Consultation and Trainer role with third largest school district in Texas. Quality focus in Six Sigma practices, Change Management, Knowledge Transfer and Organizational Excellence. Experienced Real Estate Broker with broad knowledge of Real Estate, Mortgage and Title business practices working with buyers and sellers following transactions from end-to-end.

Core Competencies

Dynamic public speaker experienced in training large groups in seminar/conference environment

Collaborating effectively with all levels of the organization to establish high-quality, valuable relationships with colleagues, management, clients and partners

Strengths in leadership, communication and team-building

Expertise developing Strategic and Annual plans

Understanding of global marketplace with conversational ability in Spanish and German (formerly fluent in both)

Self-directed and process oriented educator with passion for adult learning experiences

Professional Experience

Corporate Trainer

Sutherland Global Services (SGS), Houston, Texas

Corporate Trainer and Mortgage processor October, 2016 – October 2017

Working for global BPO organization, developed and delivered Client-based curriculum/training materials for Mortgage Processors handling inbound calls. Gained SGS-certified Corporate Trainer Enterprise-wide status while training and motivating large groups in end-to-end mortgage process – from loan application through “clear-to-close”. In addition to Mortgage, taught Corporate Quality processes, Relationship Building, Phone Techniques and Customer Relations. Also provided orientation in other SGS product lines to enable referral to other services. Trainees met and exceeded corporate goals/metrics.


Cypress Fairbanks ISD, Houston, Texas

Classroom Management Trainer/Consultant August 2008 – June 2016

Self-directed team member for Classroom Management division of Student Services office. Responsible for consulting with eight elementary schools, three middle schools and five high schools regarding classroom management issues and behavior management of challenging students. Training approach included Building Better Relationships – a hybrid, educator-focused program, well-known for its positive classroom management interventions.

Cypress Springs High School, Houston Texas

Teacher January 2005 - August 2008

Managed 9th grade on-level and 9th/10th grade at-risk English classes. Responsible for all classroom activities including students’ learning experiences, student-centered activities, assessments, grading and grade management. Communicated with parents and administration regarding both positive and constructive information regarding students.

Sara Ivey Edwards Page Two

Real Estate

RE/MAX Experience, Katy, Texas

Designated Broker May, 2015 – Present

Responsible for all contracts and real estate activities of over 30 realtors. Review, revise, and edit contracts and advertising. Develop and deliver engaging training to agents for all levels of experience. Business development and client retention activities such as lead generation, sales, customer service, and follow up.

Greater Houston Realtors, Houston, Texas

Broker/Owner June 2009 – May 2015

As an entrepreneur, I formed my own real estate brokerage firm. Responsible for reviewing and approving all contracts, negotiations and other activities pertaining to the sale of real estate. Business development and client retention activities such as lead generation, sales, customer service and follow up.

Home Team of America/Realty Executives, Houston, Texas November 2004 - January 2009

Realtor/Broker Associate Independent realtor, then broker associate responsible for all real estate activities from marketing through closing on all transactions. Worked concurrent with my teacher position. Worked with and trained new agents the business of real estate.

Hospitality Industry

American Express, Houston, Texas 1998 - 2004

Project and Operations Team Leader

Hospitality industry-Travel. Managed various projects including investigation of data integrity regarding Client Summary Settlement, Office Closure, Employee Satisfaction Team, and Diversity Team. Handled day-to-day call center operations and managed operational effectiveness of key strategic account, including customer service related issues. Quality focus with Six Sigma practices, Change Management, Knowledge Transfer and Organizational Excellence. Tracked client satisfaction and enhanced employee development and retention through monitoring, feedback and coaching. Developed employee professional development program for team and designed partner checklist for new hire mentors. Trained new team members and facilitated continuing education for established team members.

Education and Certifications

Master of Business Administration – University of Phoenix, 2007

Bachelor of Science in Business Management – University of Phoenix, 2004

National Mortgage Licensing System (NMLS 1593022), February 2017

Certified Residential Underwriter, January 2017

Texas Principal Certification – Sam Houston State University, May, 2010

Professional Development and Appraisal System- Region IV, January, 2010

Instructional Leadership Certification- Region IV, July, 2009

English Language Arts 8-12 Teaching Certification, 2004

Texas Real Estate Broker License (5133930), August 2009

Texas Real Estate Salesperson License, November 2003

Bonded Notary

Microsoft Office Products Proficiency

Volunteer Activities

Houston Livestock Show and Rodeo, Committee Volunteer and Buyer

Cy-Hope, Donations and volunteer work for this provider of food for Cy-Fair families in need

Houston Food Bank, Volunteer

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