Keller Williams Realty Professionals - Portland

Dynamic, results-driven Team Leader for a high-performing Keller Williams Market Center of 150 agents. Expert at driving agent growth, fostering leadership development, and cultivating a culture of excellence. Proven ability to recruit, train, and retain top talent while maximizing profitability and agent success.
Key Responsibilities
• Lead all aspects of Market Center operations, focused on agent growth, leadership development, and profitability.
• Recruit, onboard, and retain high-performing real estate agents; drive weekly recruitment initiatives to expand market share.
• Deliver one-on-one consulting, training, and business development support to agents, with special focus on the top 20% to boost productivity and retention.
• Oversee staff hiring, leadership, and development; ensure all team members are properly trained and held accountable to high performance standards.
• Implement the Operating Principal’s (OP) vision and leverage Keller Williams Growth Initiative tools to achieve key metrics for appointments, recruits, and profitability.
• Promote a strong learning-based environment by providing access to top-tier training and educational opportunities for all associates.
• Lead regular meetings to foster collaboration and shared vision.
• Research competition and develop effective marketing strategies to enhance Market Center positioning.
• Maintain a positive, empowering, and people-first culture that challenges associates to reach their potential while providing a supportive atmosphere.

Team Leader & Coach

Ask Alby Coaching

Created and facilitated the 12-week "Rewrite Your Life" (RYL) and the 12-week Introvert Mastery programs based on ACT (Acceptance & Commitment
Therapy) and NLP principles supporting marginalized individuals in overcoming anxiety and depression and gaining personal and professional confidence through awareness, defusion, and reframing their limiting beliefs.

Coach, Public Speaker, Corporate Development

Conduent

Program manager of the 2021-22 Leadership Development program including content creation, facilitation, and coaching over 500 leaders globally incorporating the DDI learning platform and modules. Globally certified to facilitate all levels of DDI leadership development content. Responsible for a positive financial impact of over $400,000 as a result of increased team engagement and efficiency.

Global Senior Program Manager (Leadership Development)

Led numerous high-profile, mission-critical, global implementations as a PMP, including building new physical sites and employee ramp-up for global clients. Successfully led global initiatives in 2020 and 2021, supporting the Annual Enrollment Period AEP) seasonal staffing ramp-up projects, onboarding over 3,000 new hires for healthcare clients.
Successfully, led a global, company-wide, IT initiative to implement a critical software solution to over 1,000 frontline employees. 
Consistently managed people and resources for complex projects involving globally distributed, cross-functional teams.

Global Senior Project Manager

Alby Associates, Inc.

Served as a consultant for construction, real estate, technical colleges, hospitals, and small business.
Responsible for developing the framework for complex Federal compliance. Created educational curricula for various institutions. The role also encompassed project management, coaching, and overseeing residential construction projects.
Responsible for fostering B2B and vendor relation-ships, and the development of process maps, SOPs, and technical documentation.

Consultant | Construction Project Manager

Holland Graphics

Led a team responsible for all aspects of publication including content procurement, writing, editing, graphic design, layout, and coordinating editorial content for three trade newspapers with monthly circulation of over 80,000 subscribers.

Managing Editor | Writer

Alby is a visionary leader with extensive and diverse experience in real estate, education, and leadership development. His own transformative journey fuels his passion for creating a culture where individuals can thrive.

With a proven track record of developing inspiration programs, Alby has lead numerous impactful initiatives including a 12-month leadership development program, and a 12-week "Rewrite Your Life" course designed to empower individuals from diverse backgrounds and experiences to thrive through personal and professional development. Most recently, he created and implemented a 12-week "Introvert Mastery" program focused on supporting introverts in their personal and professional lives with leadership skills and positive mental health habits for success. This comprehensive program, developed from a needs assessment, incorporates adult learning principles and offers a range of resources to foster personal and professional growth.

As a captivating speaker, author, and coach, Alby's Introvert Mastery and Rewrite Your Life (RYL) programs empower participants to unlock their full potential through powerful strategies and tools. His work challenges societal stigmas, promotes mental well-being, and supports a culture of inclusivity.

Alby Heredia, PMP®

Visa

Senior Director Client Services

Advisor/Consultant

Advisor/Consultant in Financial Services and Business Process Outsourcing , helping companies define their operational strategy, improve customer experience and drive results.

Independent Consultant

Convergys

Recruited by COO and head of financial vertical to grow accounts and revenue in the vertical. Smallest vertical and the one that had the most untapped potential. Revenue erosion due to consolidation in other verticals made growth in this one critical. Headed global partnerships in the financial service sector, owned P&L for several top global 10 banks.
• Grew account portfolio by 50% by building strong relationships with Executive decision makers and by creating solutions that aligned with customer’s business objectives.
• Grew the number of financial services accounts managed from 3 to 5 accounts
• Grew total revenue of financial services accounts by 150% by leveraging relationships in large key account
• Drove successful closure of 18-month delayed contract renewal, working through each issue successfully in six weeks after assuming account responsibility.

Global Account Director

Equifax

As Equifax accelerated global expansion, with an emphasis on the UK, my role was expanded to develop and execute strategies to support the continued exponential growth and to leverage the strategy of suppliers and customer service globally. This required creation of a global call center strategy and customer service sites, sharing of the best practices that I had established in my prior role and expansion of process improvement initiatives to drive efficiencies and continuously improve processes and the customer experience. Managed $15M operations budget and a team of 6 direct reports and a department of 20
Developed Operations Financial Model, maximizing revenue in key sales channels and exceeding YOY Revenue targets, securing $64M.
• Led design of LEAN program and sharing of operational best practices to fuel efficiency and growth for UK and Canada regions. Exceeded revenue growth 300% in UK and in Canada 150%.
• Performed operational due diligence on two M&A opportunities and successfully implemented one acquisition of Trusted ID, consolidating operations and generating $400,000 in savings in Y1.

Vice President, Global Consumer Solutions

My role was expanded as the business continued to expand throughout North America. The growth required more responsive systems in order to maintain service levels as customer’s increasingly turned to email, chat and social platforms for more rapid customer service.  The growth also required refinement and expansion of suppliers and right sizing of the infrastructure. Managed $10M, 4 direct reports and a department of 15
•	Created 3 new servicing channels (email, chat and social monitoring), enabled new strategic initiatives including Direct Response Television and new partner services. Created an offer testing platform to test multiple models, culminating in $2M in incremental revenue.
•	Developed and led the first Operational Compliance plan, successfully managing examinations and proactive improvement plans to ensure control of experience.
•	Directed global teams to achieve KPI’s exceeding revenue and expense targets during economic downturn through implementing efficiency and process improvements, while executing governance and best practices.
•	Awarded 2012 Chairman’s Award for Management Excellence in leading cultural transformation of business unit to evolve into an energetic, collaborative, Internet retailer.

Vice President Operations - North America

Hired subsequent to a 1-year leadership vacancy and charged with exiting a non-performing large vendor and creating outsourcing strategy and governance. As the business continued to rapidly evolve and change, there was a need to create systems and processes, better leverage technology, find highly reliable and scalable offshore partners/solutions to reduce costs while improving service standards. Team of 12 direct reports.
•	Developed long term call center strategy to achieve $10M in savings over six-year contract. Sourced vendors, negotiated contracts, and launched three offshore sites within 12 months.
•	Led design of lean program to fuel efficiency and growth.
•	Developed team and built functions to support global governance of operations.

Vice President Operations

Wells Fargo

Hired to create centers of excellence for processing, underwriting and closing loans for the Emerging Markets segment to improve experience and grow business. 
•	Developed fulfillment strategy for national implementation of specialty processing, underwriting and closing centers in support of sales strategy, increasing market share by 25% in key minority segments.
•	Implemented “Centers of Excellence” strategy, managing entire lifecycle into mainstream operations. Improved quality; decreased material findings from 44% to 5% while creating product expertise on national level.
•	Managed project infrastructure and external support including analysis and creation of national fulfillment plan supporting skill set, metrics, recruiting, workflow, tools, and community support.

Vice President, Emerging Markets

Capital One Financial

Selected to set up and lead research and design unit to reduce credit risk models and to improve efficiencies. Led a team of 5 direct reports and a department of 250.
•	Developed and executed operations strategic plan in line with business strategy and budget commitments.
•	Reduced operating expenses by $5M through increased productivity of staff and reduction in force.
•	Initiated and developed new underwriting / processing functions to support premiere adjacent lending and international businesses to leverage approach to risk modeling. 
•	Set up Research and Design unit which improved models, and increased approval rates and lowered risk.

Group Manager, Judgmental Decisioning

Tapped for this role to fix operation in Richmond, VA, reduce costs and revamp outsourcing model in support of migration of call center, sales telemarketing and production operations to Canada.  The Virginia center was not adapting to the cultural nuances of the Canadian consumer causing low customer satisfaction scores. Led a team/department of 4 direct reports.
•	Assessed and created strategy, selected vendors and implemented migration to outsourced model in Canada which led to increased cardholder satisfaction, $2M in cost savings.
•	Upon careful evaluation determined that moving the call center to Canada reduced costs, sped up onboarding of new call center representatives and eliminated the cultural disconnect.
•	Coached, trained and managed resource to lead relationships with suppliers.

Group Manager, Canada Operations

Selected for this role with the mandate to set up pilot program for a sales focused collection and recovery strategy.  Collaborated with collection/recoveries leadership
•	Successfully led industry in approach. Created and managed project infrastructure to achieve increased revenue of 30%. 
•	Created plan and led implementation to address gap in business strategy and operational competency. 
•	Managed project infrastructure to support selection and management of outsourced vendors for training and creation of Quality Assurance program. Increased projected revenue 30% above target through these initiatives.

Group Manager Sales - Consultant, Risk Operations

Selected to set up European operation for sales and service.  Role required 14 months on the ground in UK to hire and train and build infrastructure from scratch. Grew team to 5 direct reports and led a department of 250.
•	Met all timeframes and budget, generated 11M pounds of revenue, exceeded revenue goal by 50%.
•	Set up sales and service centers in Nottingham England.
•	Built infrastructure / vision including technical, financial and analytical support. 
•	Managed key supply chain relationships while exceeding all operational targets. 
•	Identified key successors and transitioned strategy and implementation.

Group Manager, UK Sales / Customer Relations

Chosen to pilot selling in Customer Relations.  Led a team of 4 direct reports and a department of 1500.
•	Transformed service center into sales center, increasing revenue which scaled to $300M by 2002.
•	Created test, analyzed and shared results, fueling rollout strategy and generating incremental revenue from cross-selling fee-based products to 1500 associates across multiple sites.  
•	Defined user requirements for system, developed incentives, training and support staff.

Group Manager, Customer Relations

“Innovation happens when people are given the freedom to ask questions and the resources and power to find the answers.” Richard Branson

I’m not sure what else Sir Richard and I have in common, but I do know that we are aligned on these passions: innovation and developing people and giving them the resources to succeed.  

In fact, my career trajectory in contact centers began in my first role at Capital One when those passions resulted in my being recognized for leadership in innovation.  I saw an opportunity to not only transform a service center into a profitable sales center but also created a unique approach to call monitoring and coaching to provide the resources my team needed to cross the chasm from service to sales successfully. That program is still widely used today and led to my career in global contact centers and operations roles. 

Moving to the UK to set up a new operation, and my ever-expanding global roles, have been the icing on the cake.  I was born with a love of travel and a hunger to learn all I can about other cultures, so as my roles expanded globally, I was well prepared to navigate the cultural nuances. I also discovered that regardless of any differences, one thing remained the same — valuing my team’s diversity and ensuring that they had the resources needed to succeed was a winning formula on any continent.

As the breadth of my roles expanded, the problems and the speed of change increased exponentially. My default approach of innovating allowed me to achieve greater efficiencies while improving the customer experience. I did that by leveraging technology and harnessing the power of evolving social platforms well ahead of our competitors. My long-term investment in developing my team’s skills meant that they were able to keep up with the pace of that change.

If my travels take me to Necker island, I hope I get to compare notes with Sir Richard.  In the meantime, I plan on continuing to deploy my passions to drive critical initiatives and build world-class teams.


taplio

The Battle

Alby Heredia, PMP®

Diane Moogalian

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