LEADER SPOTLIGHT

1. What did you think RealPage was all about prior to pursuing a career in the company?

I’ve read a couple of articles in LinkedIn which was featuring employees on their Anniversaries and New Hires were recognized. Initially I find it cool as this is a good sign of initial engagement with employees. Another impression about the Company was about Innovation when I heard that this is a Software Development company.

2. After making it in as Director of Product Support, how would you describe the culture of the team?

It’s a unified Global team that always look for opportunities to drive consistency and continuous improvements to provide Excellent Customer Experience. This is a place where people want to work.

3. As a former member of Product Support, I clearly recall dealing with technical issues that branch out to reports, accounting, fair housing policies, document management, and a lot more. These are the challenges Product Support agents face on a daily basis which can be truly exhausting. With this in mind, what steps have you taken so far to keep everyone motivated? Or have you already prepared a series of programs throughout the year?

Dealing with Customers is always challenging. We were given clear strategies from the beginning of the year and clear accountability metrics shared to all levels in Product Support. Along with these, there are programs for continuous improvements, employee development and 2016 Support Initiatives. To mention a few, we have IVR callback feature implementation that allows customers the voice of not waiting on the phone during the long hold times, implement web and email to SalesForce improving the responsiveness and time to resolve issues, introduce 24x7 support across all products and rolling out KCS which is focusing on knowledge capture and reuse across all global teams. Lastly we have the Global Exchange Program to send subject matter experts between sites to accelerate knowledge transfer.

4. A lot would say that leading by example is one of the best ways to inspire people. Knowing this, what core values and traits would you like to impart to your team?

I would start with myself to conduct with utmost integrity and set high ethical standards. Drive and advocate the Realpage Promise to ensure we are aligned to the vision of the organization.

5. What do you think would be your greatest challenge at RealPage in the years to come?

Dealing with Customer demands which involved different stakeholders within and outside the organization.

Business consolidation and acquisition will remain to be an opportunity and huge factor of change.

Possible re-organization and change in the Leadership principles and business practice.

Economic and Business stabilization which impact currency or specific to the Real Estate industry.