Emma Wells
Raleigh
Summary
Results-driven professional with expertise in client relations, team leadership, and operational management. Skilled in problem-solving, process optimization, and implementing effective strategies to enhance customer satisfaction. Proven track record in property management, transaction facilitation, and fostering long-term client relationships. Strong communicator focused on delivering exceptional service and driving business success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Director of Operations
Bright Ideas Realty
02.2025 - Current
- Lead and oversee all operational functions, including transaction coordination, listing management, internal and client communication, financial oversight, and information management
- Develop, implement, and manage systems for customer service, lead generation, onboarding, offboarding, and training
- Maintain financial systems, including payroll, bill payments, budget management, and monthly P&Ls
- Create, update, and improve the Operations Manual and Video Training Library, ensuring all systems and standards are documented
- Manage office equipment acquisition, installation, and maintenance
- Lead and hold accountable the administrative and marketing department members, contractors, interns, and vendors
- Oversee contract compliance, listings through to closing, and foster positive relationships with clients and vendors
- Coordinate with the CPA for financial reporting and bookkeeping
Property Manager, Broker
Foursquare Property Management
06.2020 - 01.2025
- Conducted market analysis and stayed updated on industry trends to remain competitive
- Developed and implemented new property management and automation software to improve operational efficiency
- Managed general maintenance and repairs, ensuring properties were operational and attractive
- Established strong client relationships, ensuring satisfaction through consistent communication and service excellence
- Resolved tenant and client complaints, contributing to improved client retention
- Led and coached a team, ensuring that all team members met performance expectations
Coach
Skyhawks
10.2022 - 07.2023
- Facilitated structured coaching sessions to improve fundamental skills of participants
- Organized developmentally appropriate games while adhering to safety standards
- Enhanced client relationship management by maintaining effective communication with parents and players
- Demonstrated leadership by maintaining discipline and structure during sessions
Property Manager
Banner Property Management (Tradition at Stonewater)
08.2015 - 12.2020
- Managed property operations and led the performance of on-site staff, ensuring high-quality service delivery
- Enhanced the property's online reputation through strategic marketing and client outreach
- Managed budgets, financial performance, and analyzed market trends to stay competitive
- Recruited, trained, and motivated a high-performing on-site team
- Communicated effectively with all levels of management to support staff development and growth
Annual Rentals Supervisor
Surfside Realty
12.2013 - 07.2015
- Led team onboarding and daily operations, ensuring compliance and efficiency
- Enhanced operational efficiency by executing company-standard opening and closing procedures
- Created targeted marketing materials to attract qualified applicants and new owner clients
- Managed rent collection and maintained low delinquency rates
- Conducted competitive market research to set appropriate listing rates
- Automated office operations and managed client correspondence using CRM systems
Education
Bachelor's Degree - Interdisciplinary Studies and Elementary Education
King University
01.2020
Skills
- Written and Oral Communication
- Complex Problem Solving
- Customer service management
- Relationship building
- Computer Skills (CRM systems, Office Software)
- Strategic planning and execution
- Operational efficiency
- Operations management
- Team leadership
Certification
NC Real Estate Broker, Active, 336132
Timeline
Director of Operations
Bright Ideas Realty
02.2025 - Current
Coach
Skyhawks
10.2022 - 07.2023
Property Manager, Broker
Foursquare Property Management
06.2020 - 01.2025
Property Manager
Banner Property Management (Tradition at Stonewater)
08.2015 - 12.2020
Annual Rentals Supervisor
Surfside Realty
12.2013 - 07.2015
Bachelor's Degree - Interdisciplinary Studies and Elementary Education
King University
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