Manager Customer Service

Fabrice Guillaume

Newark, NJ ***** ************@*****.*** 213-***-****

PORTFOLIO PROPERTY MANAGER

Results-driven leader with experience managing 2,800 apartments over the last 9 years. Adept at achieving business goals by coaching team members and guiding their contribution to the big picture. Skilled at creating and delivering accurate financial and performance reports that clearly demonstrate operational effectiveness and market positioning. Implements strategies for exceeding organizational goals and resident expectations.

Core Competencies

Property Management • Operations Management • Strategic Planning • Policy Development • Budget Management

Training/Development • Project Management • Profit and Loss (P&L) • Maintenance Management • Leadership

Client Relations • Communication • Department of Housing and Urban Development (HUD) Regulations

Customer Service • Unionized Labor Management • Relationship Building • Leasing Process

EXPERIENCE

ROSELAND RESIDENTIAL 2008–2017

Director of Operations (2014–2017) Short Hills, NJ

Oversee day-to-day property operations management for communities ranging from 250 to 515 units, including hiring, training, and evaluating a diverse team. Lead 20 direct reports, providing performance feedback to promote professional growth and create customer-focused teams.

Ensure fiscal responsibility by drafting operating budgets, monitoring expenses and P&L statements, and performing financial analysis and reporting.

Set policies related to leasing, guest registration, apartment maintenance, and inspections.

Consistently meet or exceed goals for the leased percentage and occupancy percentage metrics.

Completed lease-up of several communities ahead of schedule in highly competitive markets.

Conduct close analysis of market conditions and adjust amenity premiums based on leasing trends, resulting in rent per square foot of $11.40 above area average at most recent managed property.

Lead project planning and management, overseeing capital projects from bid process through completion.

Effectively handled building emergencies, including an apartment fire and pool flood, reacting quickly to evacuate residents, contact emergency services, and immediately begin the remediation process.

Earned the Social Responsibility Award in 2016 for organizing philanthropic events throughout the year.

Associate Director of Operations (2013–2014)

Managed lease files, audits, rent postings, and collections, and assisted with financial reporting for a 500-unit apartment community.

Created a safe and welcoming environment by coordinating unionized maintenance teams and monitoring maintenance processes to ensure work was completed in a timely manner.

Cultivated loyal resident relationships by coordinating resident outreach efforts and using cost-benefit analysis during renewal discussions, increasing resident retention by 10%.

Received Top Overall Performance in Operations Award for 2013.

Operations Manager (2012–2013)

Maximized resident retention by resolving concerns in a timely and professional manner.

Coordinated with the legal representative to resolve landlord/tenant issues, appearing in housing court when necessary.

Led leasing initiatives, including preparing leasing, financial, and marketing reports.

Reduced aged delinquency by 20% through turn-around management practices, including enforcing a collection policy, reconciling resident ledgers, and conducting diligent follow-up.

Earned Employee of the Month Award in July 2013.

Fabrice Guillaume, Page 2

ROSELAND PROPERTY COMPANY, INC., continued

Leasing Specialist (2008–2012)

Completed weekly leasing reports and monthly market and demographic reports to optimize revenue.

Conducted an average of 15 presentations and tours for prospective residents each week.

Processed lease applications and ensured accuracy of all documentation during lease signings.

Led move-in orientation for new residents and maintained positive relationships with residents throughout their tenure.

Drove revenue by implementing new marketing strategies and collaborating with local brokers to source prospects and obtain pertinent market data.

Maintained the resident renewal program, initiating renewal discussions and negotiating renewal rates.

Earned Leasing Specialist of the Year Award in December 2009 and Circle of Excellence Award 11 out of 12 eligible quarters.

PRIMELERNER COMPANIES 2013–2014

Project Manager Newark, NJ

Managed the redevelopment project of a 27,000 ft2 boarding house conversion into 20+ apartments and retail space.

Prepared requests for proposals, solicited vendors, conducted site visits, and prepared development budget.

FREMANTLEMEDIA 2005–2007

Production Manager Burbank, CA

Hired and coordinated 200-person crews. Oversaw 15–30 direct reports per production.

Obtained and maintained equipment and gear; secured permits.

Managed payroll, petty cash, vendor setup, purchase orders, and deliverables. Created daily shooting schedule; organized and supervised camera installations. Set up and managed production offices.

Championed the turnaround of poorly functioning operation strategies on several television productions, enabling reduction in staffing redundancies.

TELEPICTURES PRODUCTIONS 2003–2005

Production Coordinator Burbank, CA

BUNIM MURRAY PRODUCTIONS 2002–2004

Production Coordinator Van Nuys, CA

EDUCATION

Master of Business Administration, real estate finance, Columbia Business School, Columbia University, New York, NY

Bachelor of Science, film and television production, Northwestern University, Evanston, IL

TRAINING AND CERTIFICATIONS

Certified Occupancy Specialist, The National Center for Housing Management, Washington, DC

Diversity Education Program, CCIM Institute, New York, NY

Entrepreneur Training Institute, New Jersey Economic Development Authority, Wayne, NJ

Real Estate License, New Jersey Realtors, Morristown, NJ

ADDITIONAL INFORMATION

Professional Organizations: New Jersey Association of Realtors, 2008–Present

Technical Skills: Microsoft Office Suite and Publisher; Adobe Acrobat Reader and EchoSign; MRI; AMSI; Yardi; BuildingLink; Property Solutions; On-Site; RENTcafé; NetVendor; Paint Shop Pro

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