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Nicole Kelly shares her 25-year journey in real estate operations and the behind-the-scenes workings of running a major agency with 18 salespeople and 1,200 property managements. Her insights reveal how operations serves as the backbone of successful real estate businesses through people-focused leadership and systematic problem-solving.
• Started career at Century 21 before joining Presence (formerly part of a franchise group)
• Found natural leadership abilities from being eldest child and always taking captain/coach roles
• Manages daily operations across four office locations in Newcastle, NSW
• Runs daily leadership huddles at 8:08 AM to set intentions and remove roadblocks
• Focuses on three critical metrics: AGCI, new managements, and management losses
• Implements proactive client contact strategies that retain and attract property managements
• Transitioned from traditional policies and procedures to digital systems with multimedia training
• Successfully navigated a public media attack by focusing on client service and team support
• Advocates for treating offshore team members as integral parts of the business family
• Believes operations requires genuine love for people and the ability to peel back layers of issues
If you're interested in learning about real estate operations or developing leadership skills in this industry, this episode provides valuable insights from someone who's mastered both the daily challenges and the long-term vision required for success.
Hosted by Lee Woodward Training Systems
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