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®

TTEC

Program Director

Faneuil Inc

Continuum Global Solutions

Director Service Delivery

Vice President Service Delivery

Xerox

Managing six Customer Service Call Centers for Humana Pharmacy and Aetna producing $40mm in annual revenue.

Vice President, Commercial Healthcare

Xerox Business Services -  Director for Humana Pharmacy. Managing four Customer Service Center locations in the US with 600+ customer service agents producing $25mm in revenue with double digit profit margin. 

Executive level Client interactions. 

Successfully changed the culture of the Humana Pharmacy operation.

Implemented management changes to ensure a strong operational team.

Created several recognition platforms to increase retention and attendance.

Increased revenue and profitability exceeding budget target.. 

All KPI goals exceeded month over month

SBU Director

Affiliated Computer Services

Directed a $40mm business running a 22% profit margin.  Manages a 600-700K monthly call volume with 125 staff members managing 750 inbound customer service agents.  


Consistently demonstrates sound management of fiscal policies to achieve profit goals in a profit centered environment. 


Develops staff to maintain high levels of customer service exceeding internal and external goals and commitments.


Successfully decreased attrition by implementing recognition programs, incentive plans, coordinating bonus rewards and off site events


Regularly monitors calls to evaluate quality, provide feedback, streamline call handling to exceed our quality and call-handling expectations.


Verizon Wireless Customer Service outsourcing center competing with the top 20% internal Verizon Wireless Customer Service Centers.


Xerox Top Customer Service Center – 2011, 2012, 2013, 2014. 


Xerox Presidents Club – 2011, 2012, 2013

General Manager

King TeleServices LLC

Vice President of Operations responsible for Customer Care and Client Satisfaction.

Vice President

Career Profile

Results focused professional offering 20+ years of progressive experience and proven contributions in the Customer Care industry managing over $60m of annual revenue, large customer service centers, both domestic and offshore. A strategic and tactical leader with strong operational, financial and management experience with an infectious ability to motivate others. My number one focus since becoming a leader has always been about the people on my team. Achieving my own personal career goals will not happen if I am not actively taking the initiative to encourage feedback about how I can serve the team better. Servant leadership is crucial, and it is a skill that should not be neglected. 



 	Ability to balance vision and tactical execution in a fast-paced environment
 	Proven success to managing multiple projects and deadlines via strong planning, organizational and project management skills
 	Strong presentation, written and verbal communication skills with the ability to collaborate and build strong cross-functional relationships across all levels.
 	High energy with a strong presence to present ideas and results to executives. 
 	Builder attitude and ready to make a difference, data-driven and analytical, a team builder with a strong focus on fast-paced execution. 
 	Exceptional leadership skills and proven ability to attract, develop, coach and retain top talent. 
 	Ability to manage complex challenges with finesse, professionalism, and a positive attitude. 
 	Deep understanding of the customer journey.
 	Engaging presence that quickly establishes rapport, builds relationships with partners, and communicates successfully with clients in an increasingly hybrid working world.

taplio

The Battle

Alby Heredia, PMP®

Hugh Reid

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