bull realty - fresh service project management

Situation

As a Marketing Manager overseeing a team of coordinators, I faced challenges managing a surge in workload due to rapid company growth from 35 to 50 agents in six months.
The increased complexity and lack of visibility into team deliverables hindered efficient task distribution and made it difficult to justify additional headcount to leadership.

My task was to work with leadership and IT to onboard a solution that would organize and distribute the workload while providing the data needed to build a case for staffing adjustments.

Project Scoping:
- Evaluated whether the existing IT ticketing system or a new software solution would best meet our needs by submitting RFPs.
- Determined that our current software was the most cost-effective solution and offered untapped capabilities that could be leveraged, such as a client request management, centralize FAQs, and improve knowledge sharing
- Collaborated with IT and leadership to scope requirements, map implementation timelines, and ensure the software met both departmental needs.
Implementation:
- Led a Beta test with a small group of agents, gathering feedback on user-friendliness before scaling it to the entire company.
- Coordinated a company-wide presentation and held office hours for training 8 staff members and 50 agents on how to use the new system for processing and submitting tickets.

Efficiencies:
- Achieved a 20% reduction in turnaround time by improving workload distribution.
- Unlocked self-service capabilities for agents, freeing up capacity and allowing my team to focus on higher-value tasks.
Reporting:
- Gained clear visibility into team performance, identifying which members were most productive and which projects they were working on.
- Leveraged data to identify which marketing efforts led to the most business conversions, allowing for more strategic focus on high-impact initiatives.

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