Moises Granda

About Moises Granda

I build sales support systems that scale—and the teams that power them.At Redfin, I lead 20+ virtual team members across multiple locations, transforming support from a transactional function into a strategic advantage. The results: 4.98/5 client satisfaction, 97% manager favorability, three consecutive years of 5/5 performance ratings, and team engagement that jumped from 27.3 to 80 NPS in one year.**What I do differently:**I combine PMP®-certified project methodology with analytical rigor and human-centered leadership. Using tools like Tableau, Excel, and AI-powered analytics, I’ve improved process quality by 21% while maintaining a 97% deal quality rating. I leverage AI to streamline workflows, identify bottlenecks before they impact customers, and give my team data-driven insights that make their jobs easier—not harder.But technology alone doesn’t build great teams. I focus on career development and engagement, which is why my teams consistently outperform benchmarks.My background spans both operations optimization and high-stakes project management. I’ve applied rigorous PM standards to oversee a $6.5M electrical substation and a $4M solar installation in Venezuela, coordinated transactions, and built SOPs that actually get adopted.**Beyond the day job:**As Marketing Director for Give To The World, I help communities affected by conflict—recently overhauling our operations on [Monday.com] and leading fundraising initiatives.**What drives me:**Creating systems where both customers and team members thrive. I believe the future of operations leadership isn’t choosing between AI efficiency and human connection—it’s using technology to amplify what makes great teams great.

Experience

1. Sales Support Manager

   Redfin

   Jan 2021 — Present · Washington, DC, US

   Lead a virtual team of 20+ members across multiple locations, transforming sales support into a strategic partner for field agents. Combine AI-powered analytics with human-centered leadership to drive measurable outcomes in client satisfaction, team performance, and operational excellence.Leadership & Team Development:• Built and scaled a high-performing team from 10 to 20+ members, achieving 97% manager favorability and improving team engagement NPS from 27.3 to 80 in first year• Earned three consecutive 5/5 performance ratings (20••••24) for exceeding goals and developing top-tier talent• Created career development pathways for Team Leads and Specialists, resulting in internal promotions and reduced turnoverClient Experience & Satisfaction:• Redesigned the agent-support collaboration model, achieving industry-leading 4.98/5 CSAT in 2024 (sustained 4.9/5 for two consecutive years)• Maintained 97% deal quality rating for four consecutive quarters while increasing transaction volumeProcess Innovation & Technology:• Leveraged AI, Tableau, and advanced analytics to identify workflow bottlenecks and optimize resource allocation• Implemented data-driven quality frameworks that improved process efficiency by 21% without compromising customer experience• Used predictive analytics to proactively address client needs before escalationCross-Functional Leadership:• Led strategic initiatives across Operations, Product, and Sales departments to align support functions with business objectives• Partnered with senior leadership to design scalable systems supporting company growth

Education

• Universidad Simón Bolívar

  Urban Panning

Skills

• Real Estate Transactions
• Adobe Creative Suite
• Listing Homes
• Strategic Planning
• Adobe Illustrator
• Real Estate License
• Project Planning
• Adobe Photoshop
• Facebook Marketing
• Buyer Representation
• Autodesk Autocad
• Autocad
• Photoshop
• Adobe Indesign
• Digital Marketing
• Construction
• Social Media Marketing
• Real Estate Marketing
• Photography
• Microsoft Office