Customer Service Human Resources

PAULA THUMM-HILLEMAN, RPA, FMA

Marshalltown, Iowa 50158 www.linkedin.com/in/PaulaThummHillemanRpaFma

954-***-**** *********@*****.***

CAREER SUMMARY

An effective and skilled communicator, both written and verbal, focused on accuracy and detail. Reputation for strong customer service, creating long-term relationships. Enthusiastic and quick learner, able to work independently and stay focused. Proven leader creating productive teams and strong customer service.

PROFESSIONAL EXPERIENCE

WELLTOWER, INC., Jupiter, FL 2007-2017

Leader in real estate portfolio management for senior housing, assisted living and memory care communities, post-acute care facilities, and medical office buildings.

Property Manager 2008-2017

Oversaw and coordinated operations of nine medical office buildings comprising over 385,000 square feet. Partnered with property management team and third party vendors on inspections, maintenance, work orders, tenant service requests and property issues. Created and managed over $5 million in budgets. Managed and coordinated financial reports such as net operating income, variance, and delinquent accounts receivables. Prepared scopes of work for monthly service agreements and capital projects.

Monitored tracking system to proactively manage 24 hour tenant response times, resulting in improved tenant satisfaction from top 25% to top 1% per nationally recognized tenant surveys (Kingsley & Associates), thus retaining 100% of tenants, avoiding costs to the company of $13.5 million.

Initiated Earth Day video competition for tenants to demonstrate innovative energy saving and sustainability ideas resulting in increased tenant engagement and reducing energy and waste costs by 10%. Winning video posted on website to enhance company brand.

Elected by senior leaders to Board of Building Owners and Managers of America (BOMA) Ft. Lauderdale and Palm Beaches to increase company representation, address and inform on commercial real estate issues, and advice and vote on policies and procedures.

Associate Property Manager 2007-2008

Managed a 45,000 square foot medical office building and assisted a property manager with seven additional properties totaling over 325,000 square feet. Processed work orders, invoices, tenant service requests and monitored budgets. Additional duties were property inspections, assisting maintenance personnel, and creating annual service agreements for third party vendors.

Oversaw and coordinated landscaping issue by meeting with city inspectors, coordinating landscaping replacements with vendor, resolving city requirements within five days and preventing $2,500 a day in fines.

Property Administrator 2007-2007

Provided assistance for daily operations to the property manager for eight medical office buildings, totaling over 325,000 square feet. Processed work orders, invoices, submitted tenant service requests, inspected properties and assisted maintenance personnel.

Within first 30 days selected as trainer for Florida region for incoming property administrators and property managers, and advisor for tracking certificates of insurance for both vendors and tenants.

SOUTHEAST CENTERS, LLC, Boca Raton, FL 1998-2007

Provider of institutional grade real estate asset management and development focused on management, leasing, construction management and development of commercial properties throughout Florida.

Property Manager Assistant

Processed both real estate tax and common area maintenance reconciliations for over 40 retail shopping centers and mixed-use developments. Submitted incident, accident, and hurricane claims, assisted with editing and processing leases and vendor contracts. Processed maintenance invoices, maintained gross sales reports, maintained compliant certificates of insurance for both tenants and vendors. Assisted the president, senior leasing manager, senior property manager, property managers, maintenance managers and office manager in all aspects of daily operations.

EDUCATION

Broward Community College, Coconut Creek, FL

Florida Real Estate Commission (FREC) Course I

Art Institute of Ft. Lauderdale

Associate of Science in Music and Video Business

PROFESSIONAL TRAINING AND DEVELOPMENT

Building Owners and Managers Institute (BOMI)

High Performance Sustainable Buildings (HP)

International Council of Shopping Centers (ICSC) Management Institute

Business Plan

COMPUTER SKILLS

Microsoft Outlook, Word, Excel and OneNote, Impak, Argus, JD Edwards, Vantage, Yardi

LICENSES-DESIGNATIONS

Florida Real Estate Salesperson License

Facilities Management Administrator (FMA) designation

Real Property Administrator (RPA) designation

PROFESSIONAL ASSOCIATIONS

Building Owners and Managers Institute (BOMI)

Building Owners and Managers of America (BOMA) Ft. Lauderdale and Palm Beaches:

Board Member, Co-Chair Programming Committee, Future Leadership Council

International Council of Shopping Centers (ICSC)

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