Cynthia S. Knippenberg

***** ********** *****  Fishers, Indiana 46038

Telephone: 317-***-****  Fax: 317-***-****  E-Mail: uhjhs8@r.postjobfree.com

Objective: A mid-level or senior-level leadership position, which could fully utilize a proactive team leader with exceptional skills in multi-unit management and training/development.

Profile: Dedicated, results-oriented professional coupled with over 17 years of progressively responsible managerial experience in competitive, service-sensitive environments. Solid background in multi-unit management (to include 30+ year-old assets, lease-up, & new property openings) and corporate training & development, with overall industry experience in affordable multi-family housing, extended-stay hospitality, and retail management. Excellent understanding of marketplace dynamics, and the contribution of effective sales & marketing strategies—and attentive customer service—on profitability.

• High integrity, people-oriented leader with an empowering management style and a proven record of hiring, training and motivating high achievers; ability to see the “big picture” and manage successfully at either the district or corporate level; Strong leader in driving change, and accomplished at developing and championing corporate values, vision and mission.

• Confident, effective communicator with strong presentation skills; adept at public speaking and group facilitation; able to foster and maintain good working relations at all organizational levels.

• Excellent analytical skills; detail-minded; reputation as a trouble-shooter and problem solver.

Experience:

10/2003 to EMPIRIAN PROPERTY MANAGEMENT, INC.; Montvale, NJ

12/2009 (Cardinal Portfolio purchased from Equity Residential, 10/2006)

District Manager (10/2006 – 12/2009) – Indianapolis, IN, et al. Responsible for leading operational performance of 11 apartment communities in the Indianapolis district; P&L responsibility for sales and operations with annual sales of $6.3 million. Analyze business results, identify opportunities, and design/implement plan for improved results. Recruit, train, develop and manage a team of 25 total reports. Complete annual budgets for all properties in district.

• Achieved 2009 YTD district occupancy of 94.1% (1.6% over 2008), while EPM, Inc. National performed at 91.6% in 2009.

• Increased 2009 YTD Total Income over 2008 by 4.7% while EPM, Inc. National realized a decrease in Total Income over 2008 by -2.4%.

• Increased 2009 YTD Net Operating Income over 2008 by 16.3%, while EPM, Inc. National realized a decrease in NOI by -1.7%; controlled expenses by executing a per unit plan in 2009.

• Decreased 2009 YTD bad debt over prior year by 37%.

• Increased occupancy of newly aligned properties by 13.3% within six weeks.

• Chosen for Crucial Conversations panel to present at EPM Leadership Conference, 2007.

• Trained five new District Managers, and provided mentoring to struggling District Manager.

EQUITY RESIDENTIAL; Chicago, IL

(Sold Cardinal Portfolio to Empirian Property Management, Inc. 10/2006)

District Manager (5/2004 – 10/2006) – Indianapolis, IN, et al.; Northern Indiana

• See above

Area Manager (10/2003 – 5/2004) – Northern Indiana. Responsible for leading operational performance of five communities in Northern Indiana; P&L responsibility for sales and operations with annual sales of $1.7 million. Recruit, train, develop and manage a team of 10 total reports.

4/2003 to INTOWN SUITES; Indianapolis, Indiana

10/2003

District Manager of Sales & Operations – Responsible for all facets of sales, operations and facility management for four Extended Stay Hotels with combined annual sales of $4 million to include meeting cost control, revenue generation, and margin performance. Ensure properties consistently meet quality, financial, administrative and operational standards. Responsible for sales and marketing efforts for all hotels within the district. Recruit, train, develop and supervise staff of 31 reports.

• Maintain district occupancy of 92%.

• Increased Quality Assurance scores by 37%.

Cynthia S. Knippenberg

Page Two

3/1999 to ANGIE’S LIST; Indianapolis, Indiana (Home Services Call Center)

2/2003

Vice President, Training & Communications – Sole responsibility for training and development for all field and Call Center personnel, incorporating 15 major markets and centralized sales/customer service Call Center. Analyze training needs; design, develop and maintain training materials and programs; administer training. Assist all departments with training needs, including development of policies and procedures. Designed, implemented, and administered Quality Assurance Program. Project management to include call center management (policies/procedures, incentive and recognition program development, hiring, counseling), database conversion, phone and database trouble-shooting.

• Designed, developed, and administered the Call Center & Market Manager Training Programs.

• Developed and administered the company’s Quality Assurance Program to improve quality and consistency across the company; increased Quality Assurance scores by 39%.

9/1998 to SHOE CORPORATION OF AMERICA; Columbus, Ohio (Retail footwear licensee with 541 stores)

2/1999

Training and Communications Manager – Designed, developed, and facilitated training programs to meet needs of store and corporate management. Developed and implemented communications programs (news releases, company activities, communication of new HR policies and procedures, etc.) to field and corporate offices. Assist all departments with training and communication needs.

• Developed the organization’s Operating Manual and District Manager’s “Play Book”.

• Designed and developed bi-monthly newsletter, “In The Know.”

• Member of Task Force charged with identifying and implementing cost savings initiatives.

1/1994 to EXTENDED STAY AMERICA MANAGEMENT, INC.; (Merged with StudioPLUS Hotels, Inc.)

8/1998

District Manager (12/97 – 8/98) – Columbus and Dayton, Ohio. Responsible for all facets of operations and sales for seven hotels in Central Ohio with combined annual sales of $8 million.

• Directed four StudioPLUS hotels through the integration of the merger of ESA and StudioPLUS to include changes in staffing, rate strategies, operating procedures and computer conversion.

• Opened new hotel to include recruiting, staff training, and punch of building interior and exterior.

StudioPLUS HOTELS, INC.; Lexington, Kentucky, et al., (Company sold to Extended Stay America)

Manager of Training & Development (4/97 – 12/97) – Lexington, Kentucky. Member of a management team charged with directing staff training and development functions serving 65 Extended Stay Hotels. Provided computer software support for Property Management System.

• Developed training modules for an eight week training program (classroom style and on-the job).

• Co-developed job descriptions for all field positions.

General Manager (1/94 to 4/97) – Cincinnati, Ohio, Lexington, Kentucky and Fort Wayne, Indiana. Directed day-to-day sales and operations of 71-suite extended stay hotel with full P&L accountability.

• Increased house profit, respectively, by 3%, 11% and 6% over budget in the years 1994-1996.

• 1996 “GM of the Year—Bronze Award”; 1996 OIK Region’s “Best Mentor” and “Hotel of the Year” 1996 “Highest Occupancy Award”; 1996 “Quality Award”; 1994 “Rookie of the Year.”

• Company Representative for Wall Street Journal article on StudioPLUS in 1995.

Education: Bachelor of Business Administration in Marketing and Management (June 1992)

University of Cincinnati; Cincinnati, Ohio; Graduated Magna Cum Laude

Continuing Education:

• Vitalsmarts, L.C. “Crucial Conversations/Crucial Confrontation Training”

• Myers-Briggs “MBTI” Leadership Training; “FIRO-B” Leadership Training

• Equity Residential “Certified Facilitator”

• AMA “Train The Trainer”, AMA “Criticism and Discipline Skills for Managers”

References: Available Upon Request

Cynthia S. Knippenberg

10360 Steambrook Drive  Fishers, Indiana 46038

Telephone: 317-***-****  Fax: 317-***-****  E-Mail: uhjhs8@r.postjobfree.com

To Whom it May Concern:

I am currently exploring mid-level and senior-level management opportunities which could take full advantage of my management/training skills and industry experience. Enclosed please find my resume for your review.

With a B.B.A. in Marketing and Management and over 17 years of successful managerial and training experience in competitive marketplaces – including P&L accountability for up to $8 million – I have developed particular strengths in new business development, multi-unit management, staff training and motivation, and training program design and implementation. I am confident that I could make an immediate contribution in a position requiring a proactive team leader with an empowering management style, excellent presentation skills and the ability to solve problems with creativity and practical business judgement.

Please consider the following: In my position as District Manager for Empirian Property Management, I directed all sales and operational activities for 11 apartment communities in Indiana. In 2009, I achieved a YTD district occupancy of 94.1%, increased Total Income by 4.7% over 2008, and increased Net Operating Income by 16.3% over 2008. My district was recently realigned, and I increased occupancy of the newly aligned, troubled properties by 13.3% in six weeks. In my position as Vice President, Training & Communications for Angie’s List, I held full responsibility for all facets of training & development for all field and call center personnel as well as full responsibility for the company’s Quality Assurance Program. As District Manager for Extended Stay America Management, I directed all facets of operations and sales for seven Extended Stay Hotels in Central Ohio. In this capacity, I coordinated the integration of operations during a corporate merger, and opened two new hotels in Columbus, OH. Previously, as Manager of Training and Development for StudioPLUS Hotels, I was responsible for staff training and development functions servicing 65 Extended Stay Hotels – developing training modules, providing computer software support, etc. As a General Manager with StudioPLUS, I increased house profits up to 11% annually, and was recognized with numerous awards including “General Manager of the Year,” OIK Region’s “Best Mentor,” “Hotel of the Year,” and “Rookie of the Year.”

You will find me to be a skilled facilitator and valued addition to your management team; highly self-motivated and fully committed to both profit and quality objectives. I am confident that my performance would meet your highest expectations.

I would be very pleased to meet with you to discuss such opportunities further. Salary requirements are negotiable. I can be reached on my cell phone at 317-***-****.

Thank you for your consideration. I look forward to hearing from you soon.

Sincerely,

Cynthia S. Knippenberg

Enclosure

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