Michael Reagan

Anywhere Real Estate (formerly ZipRealty → Zaplabs → Realogy; became Compass International Holdings in 2026) · Emeryville, CA

Led a Tier 2 customer support organization of approximately 30 employees, including 3 direct-report leaders, supporting approximately 40,000 tickets annually in a mission-critical production environment.

• Reduced Mean Time to Resolution (MTTR) for Incidents from 2 days, 23 hours to 20 hours (≈71% reduction), and for Service Requests from 4 days to 2 days, 9 hours
• Drove AI-enabled operational transformation through the rollout of ServiceNow NowAssist, leading an enterprise change management initiative to embed AI into daily workflows
• Turned around an underperforming ServiceNow development team by introducing a scrum master and instituting Agile methodology — significantly improving throughput and enabling the team to deliver more with fewer resources
• Improved CSAT while simultaneously increasing ticket volume and operational complexity, and delivered measurable gains in First Contact Resolution (FCR) and agent efficiency
• Owned end-to-end performance for escalations, incident management, service requests, and problem management, including department operating budget, vendor contracts, headcount, training, and tooling spend
• Designed and owned support analytics and dashboards using ServiceNow and BI tools
• Partnered closely with Product, Engineering, and SRE teams to drive root-cause analysis and inform roadmap priorities
• Built scalable processes, playbooks, and knowledge management systems to standardize execution across a distributed team
• Coached and developed 3 senior managers and ~30 team members through structured performance management, career pathing, and succession planning
• Acted as the senior escalation point for high-impact customer and executive issues, maintaining trust and transparency during critical incidents

Anywhere Real Estate · Emeryville, CA

Led the teams responsible for Tier 3 support, Quality Assurance, and Zap platform development — continuing the tiered model established as Sr. Manager — with accountability for KPIs, SLAs, quality, and cross-functional collaboration with engineering and product teams.

• Led a Tier 3 support team of 4 FTEs, owning KPIs including CSAT, SLA attainment, and quality performance standards, and reducing L3 escalations through targeted training, workflow redesign, and improved cross-team collaboration
• Directly managed the QA organization (1 manager, 2 FTEs, and 3 contractors) responsible for manual and automated testing of Zap, serving as the bridge between Support and Product to prioritize and validate bug fixes
• Took ownership of the Zap development team (outsourced: 2 onshore, 4–10 offshore) following major organizational restructuring, leading it through maintenance mode to the successful sunset of Zap, a legacy proprietary CRM that let real estate agents track client activity on a connected customer-facing site and market to them accordingly — including full data migration to a new third-party system, MoxiWorks

Anywhere Real Estate · Emeryville, CA

Designed and led an 11-person, three-tier (T1/T2/T3) support organization built from the ground up — including creating and leading the new Tier 3 team — while administering and optimizing Zendesk to improve case routing, reporting accuracy, and executive-level visibility into customer issues.

• Created a new Tier 1/Tier 2/Tier 3 structure (11 FTEs total) to align support resources by skill level — significantly improving resolution time
• Established a rigorous governance process for Tier 3's elevated system access, including direct database query/write privileges, requiring sign-off from three directors and DBA testing before production deployment
• Administered and optimized Zendesk (CRM) for Success and Support teams, improving routing and reporting accuracy

Anywhere Real Estate · Emeryville, CA

Built and led an 8-person frontline support team, implementing standardized workflows, Zendesk automation, and knowledge base content to improve operational efficiency and customer self-service.

• Implemented scalable support model and authored knowledge base content to improve self-service
• Built routing rules and workflows in Zendesk to streamline case handling
• Also led Client Services, a consumer-facing support team for the company's public real estate search website, ensuring compliance with ADA accessibility standards, NAR and MLS data-display requirements, and state real estate regulations — including managing periodic penetration testing and responding to escalated BBB complaints

ZipRealty

Advanced from Transaction Coordinator to Help Desk Specialist to Help Desk Supervisor over 11 years — building the foundation in customer support operations, team supervision, and process improvement, including managing both internal agent support and a consumer-facing Client Services team.