Customer Service Maintenance Manager

Brenda A. Silva

** ********* **. ********* ******, CT 06801 203-***-**** adrt8o@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Highly qualified Property Operations Director with 20+ years experience in multi-family property management, overseeing residential & mixed use property types in Connecticut and New York. Dynamic, creative, and motivational leader skilled in providing direction that achieves results. Demonstrates strong leadership qualities and organizational skills, as well as the ability to adapt quickly to changing priorities, assignments, and roles. Established financial and business strategies that consistently outperform the submarket.

EXPERIENCE

FEBRUARY 1999 - PRESENT

AVALONBAY COMMUNITIES INC.

Portfolio Operations Director, September 2020 – Present

Provide regional leadership for mixed use portfolio in Connecticut and Westchester, NY inclusive of 15 communities totaling 3800+ apartment homes.

Partnered with Asset Management to oversee property performance for dispositions throughout the CT/ Westchester portfolio. Including 8 in the CT/NY portfolio since 2020.

Lead sensitive communication regarding disposition activity in the region. Executed necessary realignment and staffing adjustments to balance the business while still achieving high performing Associate Perspective Survey

(APS) results.

Underwrite development projects and lead operations through stabilization. Including lease up communities in Yonkers and Harrison that are exceeding underwritten rents.

Active Operations Committee member responsible for providing feedback on policies, procedures, and review systems to gain insight to how they will function at the site level.

Provide support of projects, pilots and initiative work within the region to implement change and improvement for new operating model.

Participate in Post Pandemic Bad debt and Collections Workgroup. Responsible for taking a deep dive into delinquent accounts and partner with Loss Mitigation to create and implement additional steps and procedures to resolve accounts.

Philanthropy lead and Executive Sponsor for CT and Westchester, partnering with local and national charities including American Red Cross, Sunrise Day Camp, LiveGirl, Lifting Up Westchester, The Spooner House, The Sharing Shelf and CT food bank.

Lead ORM and Customer Service satisfaction for the region. Net Promotor Score exceeded regional and company targets. 100% of CT/NY communities achieved volume goal and exceeded Average Rating Target.

Lead the company’s first virtual Associate Appreciation Event. Established the model for future virtual events. General Manager, January 2019– September 2020

Responsible for overseeing operations for 8 mixed use property types: high-rise, mid-rise and garden style containing 1500+ apartment homes.

Implemented innovative temporary operating strategies to navigate challenges presented during pandemic.

Participated in two property renovations with achieved returns +8%

Monitor competitive pricing trends, local economic conditions, historical trending, and market conditions to ensure sales and revenue performance expectations.

Teamed up with national business partners to prepare and present “roll outs” for new company initiatives, inclusive of a new bonus program.

Ensure delivery of communications to provide consistent and comprehensive messaging to teams.

• Effectively partner with General Maintenance Manager to ensure achievement of portfolio level metrics and expenditure analysis.

Senior Community Manager, October 2006 – December 2018

Managed “pods” of 2-3 garden style/mid-rise communities throughout Fairfield, CT.

Revitalized several under-performing communities and improved community operations.

Participated as a member of an asset team and managed a successful lease up exceeding budgeted Proforma rents.

Responsible for setting performance standards, coaching, developing, empowering, and inspiring associates towards the achievement of desired business and personal outcomes. Ensuring accountability for overall performance.

Designed, piloted, and rolled out a regional parking program generating +$500,000 in Other Rental Revenue.

Collaborated with Affordable Housing and Subsidy support groups to improve business process while ensuring compliance requirements.

Assisted in the preparation and facilitation of regional training for all Sales Associates and Supervisors in Massachusetts and Connecticut.

Identified area of opportunity with Corporate Apartment Home program. Collaborated with Procurement, vendors and regional leadership to redesign and implement a new and improved program that cut expenses and resulted in revenue share opportunity.

Community Manager, February 2002- April 2004

Managed a two phased garden style community: 764 apartment homes with 21 direct reports

Responsible for creating and managing annual budgets with an overall focus on improving revenue and occupancy by analyzing trends in the local markets.

Managed and trained on day-to-day operations; leasing, marketing, rent collections, customer service, maintenance operations and personnel.

Implement operational procedures facilitating business growth, productivity, revenue growth, expense reduction and customer satisfaction.

Managed the affordable program and ensured compliance.

Completed Marketing, Community Status, Delinquency and Financial Reports.

Managed Capex projects.

Created and enforced contract scope of work and enforced terms.

Created and implemented annual action plan to improve overall customer satisfaction.

Ensure compliance of policies & procedures.

Assisted in the development and enforcement of effective maintenance procedures. Focused on physical building aspect and curb appeal inspections, apartment home turn procedures, preventative maintenance, service request management and response time.

Assistant Community Manager, July 2000 - February 2002

Provided support to the Community Manager and ensured completion of daily operations.

Maintained accounts receivables; rent checks, delinquency, collections, evictions, bill processing.

Focused on implementing the renewal program, proper notices, and effective follow-up.

Completed regular market comparisons and shopped the competition.

Trained and motivated the leasing team.

Prepared security deposit for reimbursement.

Code and processed invoices.

Completed monthly accruals, budget variance reports and month end close. Leasing Consultant, February 1999 – July 2000

COMPUTER PROGRAMS

Microsoft Office- Excel, Outlook, PowerPoint, Word.

Salesforce, LRO, MRI, Ops Technology, PeopleSoft, Outlook, Kronos, Vena, I-Beam, Workforce Compensation

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