1. Summary
Highlytalented,resultsdrivenBusinessAnalystforthe largestreal estate companyinthe worldwitha
strongbackgroundin requirementsgathering,processdocumentationandmanagement,project
managementandcustomerservice.Extremely motivatedtohave apositive impactbydeliveringquality
productsto internal andexternal partners.Succeedsthroughrelationshipswithothersanddeveloping
understandingof business.
 Provenanalytical andproblemsolving
skills
 Works crossfunctionally
 Seekstounderstandandcommunicate
effectivelyandpositively.
 Understandingof franchise environments
 Processimprovement  Experience withinternationalclients
 Proficientinthe use of JIRA,Lucidchart,
Confluence andSmartSheets.
 Confidentwithcreatinganddelivering
trainingandpresentationstolarge groups
 Scrum Certified  Customerservice oriented
EXPERIENCE
Keller Williams Real Estate International
Business Analyst April 2015 - Present
As a BusinessAnalystwithKellerWilliams International Iamresponsibleforworkingwithmanydifferent
businessunitstogathertheirbusinessprocesses,create processworkflows,anddocumentbusiness
rules.Thisinformationisusedforthe developmentof internal applicationsforthose businessunitsand
external applicationsforour100K+ agentpopulation.
 Interviewrelatedinternal departmentstogatherrequirements,create workflows,process
flows,andwireframesforKellerWilliams’new,inhouse FranchiseManagementSystem
 Usedpreviously acquiredknowledge andrelationshipswithbusinessunitstoeffectively
documentprocessandworkflowsforfranchise closures.
 Workedwith4 differentbusinessunitsinaseriesof meetingstounderstandworkflowsforthe
KellerWilliamsWorldwide division’smonthlyclose process.

2.  WorkedwithKellerWilliamsWorldwide divisionteamandexternal partnerstowrite anddeliver
requirementsforaSalesforce basedCRMplatformwhichincludedmarketing,websites,client
database,listings,transactionsanda monthlyclose process.
 Createdworkflowsandwireframesforaticketauto assigntool forthe MC angelsdivisionof
KellerWilliamswhichresultedinmovingthatdivisionfromanantiquatedticketingsystemtoa
new,more efficienttool.
 Gatheredrequirementsandparticipatedinmigratingthe KellerWilliamsWorldwidedivision
fromone platformto anotherin21 days.
 Workedwithrelateddepartmentstodocumentthe KellerWilliamsWorldwide RegionalLaunch
processusingSmartSheets.
 Proficientingathering requirementsanddeliveringontime resultsbeyondcustomer
expectations.
 Providedtrainingandcreatedknowledgebase anddocumentationforendusers.
Keller Williams Real Estate International
Keller Williams Worldwide Regional Account Manager April 2014 - April 2015
 Providedwhite glove service andtrainingfornew andexistingKellerWilliamsWorldwide
regionsonthe use of Salesforce CRMplatform.
 Weeklyphone callswithKellerWilliamsWorldwide Regionstomanage expectationsfor
Salesforce CRMproductdevelopment.Weeklycallsalsousedtoprovide supportfornew and
existingfunctionalityandgatherinformationaboutanytechnical issuesaffectingbusiness.
 Troubleshootinganddocumentingof technical issuesraisedbyKellerWilliamsWorldwide
regions.
 Managed developmentandrepairof technical issuesbyconsistentlycommunicatingwith
technical resources.
 ImplementedaService DeskticketingsystemwhichallowedKellerWilliamsWorldwideregions
to quicklynotifythe technologyteamof issues. These ticketsautomaticallyenteredaJIRA
workspace andcouldbe assignedtoproperresources.
 Developedanddocumentedkeyprocessesforthe KellerWilliamsWorldwidedivisionduringits
infancy.

3. Keller Williams Real Estate International
KellerWilliamsInternational LaunchProgram Manager November2012 - April 2014
 Managed newMarketCenter(franchise) launchesbyprovidingwhite gloveassistancewith
installationandsetupof franchise systemstools.
 Managed the openingof upto 25 new franchisesata giventime
 Heldweeklycallstotrainnewfranchise leadershiponlocationanduse of franchise systems
toolssuchas websites,listingsystems,marketingtoolsandbrokerreciprocitysetup.
 Systematizedfranchiseofficesetupbycreatingaction plantemplatestocommunicate with
franchise leadershipandensure internaltaskswere completedontime.
 Continuouslydiscoveredandimproveddeficienciesinfranchise setupprocessestomake itmore
efficientandeffective.
 Workedwithinternal andexternal partnerstomanage setupof keyfranchise systemtoolsina
timelymanner.
 Createduserfriendlytemplatestogatherinformationfromnew franchise leadershipquickly
and efficiently
 Createdself-service videoseriestoassistnew franchiseleadership insetupof franchise system
tools.
 Managed legal franchise closureprocesswhichrequiredknowledgeof franchise license
agreementsandcommunicationwithregionalleadership
 Discoveredandimproveddeficienciesinthe technological franchise closure process
 Managed technologicalfranchiseclosure processwhichrequiredworkwithdifferentIT
resourcestoensure anyitemsrelatedtofranchise closure (websites,MLSaccounts,agent
transfers,etc.) were endedeffectivelyandwithminimal impacttoendusers.
Keller Williams Real Estate International
Franchise Support Analyst October 2010 - November 2012
 Trainingincluded,butisnotlimitedto,SEO,SEM,Social Networking,andTechnologyblog
 Developedreportingbybusinessgroupforweekly,monthlyandannual metricsandreports
directlytoexecutiveteams
 Performedneedsanalysisandbenchmarkingforpaperlesssystemsandgeneral agentwebsite
innovation

4.  Supported700+ offices,1000s of leadershipstaff,and115,000 real estate agentson webbased
technologytools
 Createdandupdatedtrainingmaterialsforwebinars,the knowledge base,andinternalscripts
 Managed automatedescalationtemplatesformultipleprojectsonticketingsystems
ContinuingEducation
 Agile VelocityScrumCertificationMarch2016
AchievementsandVolunteerWork
 Plannedandproduced4 songEP
 WimberleyFloodRelief Project
 Angel House SoupKitchen
 Bookspring
 Mary Lee Foundation
 Townlake cleanup
Other Interests
 User Experience Design
 Carpentry
 Singer/Guitarplayer
 Fitness/weightlifting