Shane Bralove

Director Operational Excellence @Real

Working to improve the agent experience- Setup early agent education program, including automated email drip + weekly training + 1-1 support for new agents- Setup funnel & sales tracking tool to manage agent onboarding progress; reviewed and updated agent funnel communications to improve consistency + quality- Improved agent support operations: configured ZenDesk, setup workflows; created automations; and built process documents & training- Reduced deflection rate by 13% in one quarter (4.58% quarter over quarter support volume increase vs. 20% quarter over quarter agent growth)- Improved resolution times with 91% of tickets solved in <7 days in Q3 vs. 88% in Q2.