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Skills

  • Contract negotiation
  • Problem resolution
  • Relationship development
  • Customer service-focused
  • Conflict resolution with a 33% success rate
  • First Aid/CPR
  • Building operations
  • Customer service
  • Maintenance knowledge
  • Conflict de-escalation

Work Experiences

  • Wrote specifications, solicited bids, and approved subcontracts for building services.
  • Collaborated with the marketing team.
  • Created, reviewed, and submitted operating and capital budgets for the property.
  • Created and maintained a list of available properties for commercial and industrial use that met a variety of needs and budgets.
  • Promptly and appropriately handled tenant complaints, bringing in repairmen and other support services as needed.
  • Collaborated with property management teams.
  • Collaborated with marketing to produce community newsletters.
  • Acted as the primary liaison between management and residents, resolving over 2 conflict situations per week with a 60% success rate.
  • Managed property budgets, reviewed invoices, and kept track of costs.
  • Acted as the primary liaison between management and residents.

Summaries

  • Achieved a 34% increase in first-response issue resolutions.
  • Oversee all aspects of system buildings' operations, including developing positive tenant relationships, managing office operations, and coordinating maintenance.
  • Adept at driving tenant satisfaction through innovative outreach and survey programs, achieving 61% retention increases in 2015.
  • Achieved results within a 10 months-month period.
  • Achieved year-over-year turnover reduction by 37%.
  • Achieved a 29% lease renewal rate increase.
  • Achieved a reduction of 43% in response times.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Effective at maintaining a consistent balance between tenants' rights and business objectives in order to meet financial targets.
  • Achieved a 52% improvement in service satisfaction scores.

Accomplishments

  • Monitored delinquent rent notices and worked with tenants to negotiate payment plans, reducing outstanding balances by 9%.
  • Developed and launched a resident retention marketing campaign, increasing occupancy rates by 14% and decreasing move-out rates by 81%.
  • Collaborated with the marketing department to develop newsletters and promotions that contributed to a 73% spike in tenant engagement and retention.
  • Automated the resident account setup process, reducing setup time by 32%, resulting in a seamless onboarding experience.
  • Initiated a tenant feedback loop through regular surveys and active listening, improving Net Promoter Score (NPS) by 6 points.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved 18% of high-priority tenant disputes effectively within several months by focusing on proactive resolution strategies, reducing resident turnover.
  • Collaborated with team of 17 in the development of framework.
  • Spearheaded a campaign to address community concerns, resulting in over 6% increase in positive resident feedback within one year.
  • Generated 6 in additional revenue by implementing a special fee structure for early lease renewals and new pet policies.

Affiliations

  • Association of Information Technology Professionals
  • Association of Apartment Rental Operators (AARO)
  • Association for Customer Experience Professionals (ACXP)
  • Property Owners Network (PON)
  • National Association of Residential Property Managers (NARPM)
  • Leasing Professional Certification Program (LPC)
  • Community Assistance Professionals Network (CAPN)
  • American Marketing Association
  • American Medical Informatics Association
  • Women in Real Estate (WIRE)

Certifications

  • Certified Apartment Leasing Professional (NALP, Meridian, 2021)
  • Apple Certified Associate (ACA)
  • Certified Occupancy Specialist (COS) - 2022
  • Online Reputation Management for Property Managers (ORM, 2015)
  • Time Management for Property Managers Training (Northwind, 2018)
  • Google Certified Professional Cloud Architect
  • Rent Collection Compliance Certification (Brightline, 2015)
  • Certificate in Residential Property Inspections (Massachusetts, 2021)
  • Certified Communication Instructor for Residential Property Teams (Cedar Works, 2019)
  • Basic Mediation Certification (method, 2024)

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