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Skills

  • Incident reporting
  • Relationship development
  • Team building
  • Building security management
  • Customer service excellence
  • Emergency response coordination
  • First Aid/CPR
  • Organization
  • Dispatch
  • Budgets

Work Experiences

  • Patrolled and monitored the premises in a company vehicle, on a bicycle, and on foot.
  • Worked on urgent issues both independently and collaboratively to protect people and property.
  • Served as a deterrent to criminal activity, vandalism, and misconduct, allowing businesses to operate in a secure environment.
  • Kept the premises and personnel safe by patrolling the property and monitoring surveillance equipment.
  • Achieved President's Club for maintaining resident safety.
  • Kept a physical presence at the entrances and exits and carefully monitored the CCTV.
  • Assessed and deflected issues in emergency situations quickly.
  • Achieved a 56% reduction in conflict resolution time.
  • Gathered information, identified and implemented resolution, planned follow-up, and logged and filed incident reports to successfully manage complaints.
  • Analyzed monthly operating expenses.

Summaries

  • In emergency response and evaluation procedures, makes use of excellent listening and service skills.
  • Responds to situational assessments, such as criminal acts, fires, and medical emergencies, in a timely and appropriate manner, while remaining alert, attentive, and vigilant at all times.
  • Residential Officer with 13 years of successful process improvement and cross-functional collaboration experience.
  • Demonstrated ability to learn new procedures and policies while adhering to strict guidelines by employing defensive tactics.
  • Adept at influencing tenant retention.
  • Achieved operational cost reduction of 72% over three years.
  • Excellent observational, problem-solving, and decision-making skills, as well as a detail-oriented personality, unmatched integrity, and sound judgment.
  • Collaborated with maintenance and management teams.
  • Within Miscellaneous, senior Residential Officer and outstanding performer in client relations and project management.
  • Residential Officer is a multi-talented Residential Officer who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Collaborated with third-party vendors to resolve category, minimizing service impact while reducing repair costs by 4.
  • Directed emergency evacuation drills, reducing building evacuation times by 6 minutes and improving overall resident safety.
  • Trained and mentored a team of 17 junior residential staff members in conflict resolution techniques and customer service strategies.
  • Successfully resolved 4 tenant disputes, fostering a more cooperative and cohesive residential environment.
  • Devised and executed comprehensive emergency preparedness plans, which reduced tenant concerns by 81% post-drills.
  • Led the preparation of budget recommendations for capital improvement projects, resulting in 16 savings in annual maintenance expenses.
  • Documented and resolved process which led to category.
  • Resolved product issue through consumer testing.
  • Implemented CRM software that reduced tenant inquiry response times by 23% and allowed for faster resolution of maintenance requests.
  • Supervised the resolution of 6 noise complaints, ensuring quick mediation and improved tenant relations within the community.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Association for Community Engagement in Residential Spaces (ACERS) Member
  • Tenant and Landlord Relations Professional Association (TLRPA) Member
  • Society for Tenant Advocacy and Compliance (STAC) Membership
  • U.S. Department of Housing and Urban Development (HUD) Training Completion
  • International Concierge and Residential Management Association (ICRMA) Membership
  • Digital Housing Solutions Consortium (DHSC) Affiliation
  • Multifamily Housing Council (MHC) Collaboration
  • American Society of Safety Professionals
  • Rotary International

Certifications

  • Certified Occupancy Specialist (COS) by National Center for Housing Management (NCHM)
  • Certified Manager of Housing (CMH) by Harbor & Co.
  • Residential Incident Reporting and Resolution Certification
  • Certified Housing Manager (CHM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Residential Facility Emergency Preparedness Coordinator Certification by North Carolina
  • SafeProperty Manager® Certification
  • Skills in Housing Software Tools Certification (e.g., ServiceNow)
  • CPR and First Aid Certification by Harbor & Co. - 2022
  • Trauma-Informed Care and Crisis Interventions Certificate

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