Property Manager

• Oct 2022 - Present

Assistant Manager

• May 2019 - Oct 2022

Senior Associate

• Mar 2016 - May 2019

-Resolve customer service calls and requests as necessary; including calls escalated from Associate level as needed.-Coordinate with service providers as needed to ensure top quality work is performed in a timely manner.-Maintain vacant suites and marketing materials as needed.-Participate in Landscape and Janitorial Walks to ensure property appearance is in accordance with all building standards.-Prepare and distribute customer billing (monthly or off-cycle as needed).-Perform accounts receivable/payable tracking and communication of delinquencies to Operations Manager. -Print and review financial reports for Operations Manager; identifies and resolve outstanding issues.-Assist in preparing property and portfolio contracts, both routine and special projects.-Ensure compliance of vendor contracts (e.g., maintenance, landscape, waste removal, pest control).-Review, audit, collect customer insurance certificates, and maintain compliance as needed.-Assist Operations Manager with customer move-ins and move-outs.-Ensure rent is billed to the customer correctly, including pro-rations, common area maintenance, tax and insurance.-Review and approve customer lease profiles.-Maintain and update various databases, spreadsheets, and directories.-Assist Operations Manager with Business Plan preparation.-Assist Operations Manager with review and distribution of CAM Reconciliations and Estimates.-Assist with submissions to Design Review Team.-Assist operations management team in facilitating customer events.-Initiate/assist with special projects for team.-Provide general office support as needed.-Create general notices to customers as needed.-Coordinate minor tenant improvements such as paint and carpet.-Issue purchase orders; maintain Purchase Order log. Show less

Senior Resident Relations Representative

• Mar 2014 - Mar 2016

•Performance Award Winner for FY15 – Customer Service Professional of the Year•Responsible for the on boarding and mentoring of the Resident Relations Representatives as directed by the General Manager.•Supported the General Manager to maintain a motivated, customer-friendly team through effective coaching, mentoring, and training staff.•Acted as the lead customer service point of contact for the property. Achieved quick response time to resident relations issues via telephone and/or in writing, if necessary.•Tracked NPS scores daily and identify trends to improve the customer experience.•Implemented and executed customer services strategies to respond to NPS trends identified.•Updated renewal grids and ensured renewal calls were made by staff in a timely manner.•Created purchase orders for office supply orders and approved invoices in SAP•Served as a resource in the development and communication of efficient resident relations. Also served as point of contact for customer escalations and identified solutions to resolve their complaints.•Increased revenue for FY16 goals by capturing pet rent/deposits and clubhouse rentals•Ensured the community was delivering the highest level of customer service at all times.•Coordinated the completion of resident renovations and maintenance requests, as directed.•Created a living experience, particularly the first and last impressions, of the highest quality, measurable by NPS survey scores. •Demonstrated initiative, personal awareness, professionalism, integrity, and exercised confidentiality in all areas of performance.•Maintained high occupancy levels by demonstrating the value of the community to residents and prospects.•Processed resident applications, lease documents and related paperwork.•Performed community inspections to ensure aesthetics are maintained to Company expectations. •Partnered with sales, maintenance, and CRC verticals and vendors to ensure business continuity. Show less