Looking for a job

Shauna Jones

@shaunajones2

Business operations leader at Keller Williams Realty improving onboarding and experience programs for 570+ real estate agents.

United States

Message

At Keller Williams Realty, I lead day-to-day operations and experience programs supporting 570+ real estate agents. My work spans onboarding, training, engagement, operational support, and technology enablement.

I design playbooks, workflows, and resource guides to make onboarding and program execution more consistent. I also plan trainings and events, coordinate vendors, and manage event budgets and related financial activity.

At Pearl Insurance, I led an approximately 8-person technical support team, managing service operations, coaching, and workforce scheduling. I partnered with developers and architects to resolve business-facing technology issues and escalations.

At Signify Health, I led daily operations for a 23-person support organization and improved team CSAT from approximately 75–80% to consistently 85%+. I also partnered with Product and Mobile Development to improve Sigi, an AI-powered support bot for healthcare professionals.

Experience

Work history, roles, and key accomplishments

Current

InspirHer Leader - Women's Ministry

Current

One Community Church

Feb 2026 - Present (8 months)

Leads a faith-centered community for single mothers and guides a volunteer team across administration, fellowship, orientation, and apprentice functions. Defines team roles, operating rhythms, and communication standards.

Volunteer Management Team Leadership Event Planning Communication Skills Delegation

Current

Director of Agent Experience & Operations

Current

Keller Williams Realty

Jan 2025 - Present (1 year 9 months)

Leads cross-functional business operations and experience programs for 570+ agents, including onboarding, training, engagement, and technology enablement. Designs playbooks and workflows, manages events and vendor partnerships, and supports recruiting operations.

Onboarding Training Engagement Process Improvement Vendor Management Recruiting Operations CRM AI Tools Google Workspace Event Planning Budget Management

SGL Pillar Administrator - Young Adults Ministry

One Community Church

Jun 2025 - Aug 2026 (1 year 2 months)

Coordinated communication and reporting across directors, coaches, pillar leaders, and apprentices while maintaining trackers and documentation. Developed onboarding and coaching resources and supported leader growth.

Coordination Documentation Onboarding Coaching Process Improvement Communication Skills

IT Support Supervisor

Pearl Insurance

Jan 2023 - Dec 2024 (1 year 11 months)

Led an 8-person technical support team, directing daily service operations and balancing workload, incidents, and business demand. Managed workforce scheduling and implemented process improvements to strengthen coverage and service delivery.

Team Leadership Workforce Management ADP Workday Incident Management Process Improvement Coaching

Service Desk Supervisor

Signify Health

Jan 2022 - Dec 2023 (1 year 11 months)

Led daily operations for a 23-person support organization, managing workload, schedules, and escalations while monitoring KPIs and SLAs. Raised CSAT from 75-80% to consistently 85%+ and reduced average handle time through coaching and training.

Service Desk Management KPI Management SLA Management Coaching Training Quality Assurance AI Chatbot Support Greenhouse Product Collaboration

Technical Support Specialist - Apple Project

Conduent

Jan 2021 - Dec 2022 (1 year 11 months)

Provided remote technical support for Apple-device customers, troubleshooting iOS and device issues and guiding users through resolutions. Escalated advanced cases to Tier 2 while maintaining a customer-focused experience.

Technical Support iOS troubleshooting Customer Service Escalation Management Documentation