Marcus Rolle II

CUSTOMER SUCCESS MANAGEMENT

LICENSED REAL ESTATE BROKER

**** * ******* ****, *******, IL 60642 773-***-**** ac8quy@r.postjobfree.com PROFESSIONAL SUMMARY

Dynamic 10+ professional year career assisting and leading fast paced daily operations within the restaurant and real estate industry. I work closely with clients, agents, and support staff to ensure that customers’ needs were met. Additionally, I support staff and coordinators to ensure their knowledge of each customers unique situation to best support agents, other staff, and customers in accomplishing their goals. I facilitate effective and efficient communication among product management, engineers, and analytic teams to streamline customer requests, resulting in optimal experiences for all. Within my roles in real estate and customer service I have recruited and hired coordinators, developed and implemented professional development opportunities for groups of 100+ focusing on customer relations, unique client needs, and VIP clients. ACCOMPLISHMENTS

Promoted to Team Manager - Customer Success (Redfin) 2018

Developed and implemented Lead Coordinator and 2017 VIP Specialist position (Recruited and hired candidates) (Redfin)

Created a Coordinator Playbook and 2016

Trained staff of 100+ for implementation (Redfin)

Published in Curbed Chicago 2016

Launched and led National Training for Tour Coordinators (Redfin)

Recruited and hired 75+ Coordinators (Redfin) 2016

Employee of the Quarter (Redfin) 2016

Promoted to Support Manager (Redfin) 2016

Promoted to Senior Agent (Redfin) 2015

Promoted to Assistant General Manager (Lettuce Entertain You) 2010

Promoted to Manager 3 (Lettuce Entertain You) 2008

Promoted to Head Waiter (Lettuce Entertain You) 2007 EXPERTISE

Operations Management/Sales

Planning, budgeting, expense control, recruitment, hiring and screening, coordinator/agent development, program development, scheduling, inventory control, facilities management, and customer service/customer relations. Direct, decisive and effective management style. Team player, strong listener/communicator, customer/agent focused; driven to win while working well in a team, process improvement, analytical thinker, performance management, organized/multitasker, diplomatic/conflict resolution, motivate others to actions/mentorship, and real estate chops.

Leadership and Development

Creating efficient processes and teams along with strong agents and coordinators. Understanding motivations, shadowing and being shadowed, maintaining strong relationships with engineers team members and team managers. Concurrently maintaining personal clientele to remain sharp and aware of up and coming professional development opportunities. Consistently coaching and mentoring future leaders and guiding them into management and supervisory positions. EXPERIENCE

Broker/Support Manager/Team Manager (Redfin) (2015- 2019) As a Team Manager (customer experience) I worked closely with our clients, agents and support staff to ensure that our customers’ needs where met. I would frequently connect with customers to learn more about their current dissatisfaction/future promise to understand the best agent to pair with them. I also worked closely with our support staff and coordinators to ensure their knowledge of each customers unique buying or selling situation so that they could best support the agent and customer in accomplishing their goals. I would also perform weekly file audits to ensure accuracy, clear lines of communication and that all tasks and milestones where being met accordingly.

As a Support Manager, my responsibility was to assist to create a better, more effective way for our customers to engage with agents to see property that they were interested in purchasing. I worked closely with our product management, engineers and analytic teams to streamline the tour request and agent selection process to ensure a seamless customer experience. I would also connect frequently with customers that used our tour booking service to gather crucial feedback to continue to make the product better. I was also responsible for the launch of a new program of VIP specialist to provide "White glove" service to customers that were referred in by another customer or were relocating. Our VIP specialist would take the time to understand our customers current problem or dissatisfaction and we would help them solve it by providing them with remote virtual tours and additional resources, all without them leaving their home. Additionally, I conducted field events as a customer advocate to buyers and sellers. Screened, hired, coached and trained support staff to work as coordinators for 30+ markets. Selected in house mentors and knowledge reviews for Support Managers to issue to their coordinators in efforts to ensure that all coordinators adhered to the Playbook’s best practices. Built schedules for coordinators and worked closely with our Analytics team(s) to create the most optimized coverage based on our growth and business needs to confidently provide exceptional customer service to our Lead Agents and clients. Developed and coached coordinators toward a career path that has resulted in their promotions to Support Agent, Support Manager, Associate Agent, Lead Agent, Transaction Coordinator and VIP Specialist. Developed the efficiency of my team both collectively and individually by understanding their motivations, asking relevant questions, painting clear pictures of expectations with their commitment of specific actions and in field shadowing to gather best practices and learn of opportunities to assist with growth and development.

Broker (Redfin/Dream Town/D’Aprile Properties) (2012-2014) I worked closely with sellers, first time home buyers, second home purchasers, renters & property investors. I take pride in educating my clients so they have a clear understanding of the current marketplace and values. Excellent at establishing trust and taking the driver’s seat for my clients to ensure that they are making a confident decision. I am highly trained in all aspects of the entire real estate selling or purchasing transaction process. Manager (Lettuce Entertain You Enterprises Inc.) (2007-2012) Managed $7 million casual dining organization with 150+ employees and served 2500+ guests weekly. Challenged to improve menu selections and beverage options and provided guests with an ultimately pleasurable experience consistently. I was also responsible for screening, hiring and ordering all supplies for the entire restaurant within a quarterly allotted budget. EDUCATION

Licensed Real Estate Broker (Realtor 2012) State of Illinois, Chicago Managing Broker (pending 2018) State of Illinois, Chicago Tennessee State University (2001-2003) Music Education (Trumpet/Piano) Proficient in Tableau Software, Microsoft Office, Workday, Concur, DocuSign, Slack, Google Software

PROFESSIONAL REFERENCES

*AVAILABLE UPON REQUEST*