Customer Service Leasing Specialist
Resume:
Muna Osman
Toronto, ON
****.*****@*****.***
Willing to relocate to: Greater Toronto Area, ON
Work Experience
Manager of Community Relations
Delmanor - Greater Toronto Area, ON
May 2021 to Present
• Ensures all Community relations managers (CRM’s) occupancy targets are met, with the ultimate objective of full occupancy with a waiting list.
• In conjunction with the General Manager and Vice President of Operations, develops an annual marketing plan, including budget and participates in the development, implementation and evaluation of annual residence and departmental directives.
• Assist in the implementation of site-specific marketing programs and is accountable for proper management of the site-controlled elements of the marketing budget.
• Provide input to the product and services offered, and how these should be changed to meet evolving client demands.
• Provide input annually on occupancy projections, suite rates and Resident rate increases.
• Coordinate materials management within the department including vendor contacts, purchasing and inventory control.
• Complete and submits all Marketing reports by specified deadlines.
• Monitor, tour the competitors and ensure competitor information is kept current and their brochures, ads, prices, etc. are on file.
• Maintain professional competence and contacts with external colleagues by attending work related conferences and seminars.
• Responsible for ensuring all CRMs enter leads and ensuring there is regular follow up of all prospective inquiries using Move-N database.
• Develop and executes an annual community outreach plan which may include: trade or mall shows
• Develop and maintains a community mailing list including prospects, healthcare professionals, realtors, funeral homes, lawyers, Residents’ centres and groups, appropriate charities and social service agencies, financial planners, churches & other places of worship, local politicians, and other assorted referral groups.
• Encourage Residents, team members, healthcare professionals, realtors and others to refer prospective Residents. Promotes the Delmanor referral program.
• Ensures all CRMs respond to all marketing inquiries in a professional, personal and timely manner with the goal of making face-to-face contact with each qualified individual.
• Manage the relationship between the site and the prospective Resident and his/her family, while inspiring them to make a timely and appropriate decision based on mutual objectives.
• Facilitate a smooth sales process by ensuring any health assessment requirements are complete, deposit and occupancy agreement is correctly completed, and all departments are notified as per specific site procedures. Assist in the assessment of the suitability of each prospective Resident with regards to health and lifestyle.
• Assist with the set up and maintenance of model & guest suites as required.
• Maintain a marketing presence with current Residents via attendance at Resident events (for example wearing costumes, Resident Holiday parties, anniversary celebrations, etc.) Director of Multi-Family Leasing
Kipling Residential Management Inc.
May 2020 to May 2021
• Meet with existing owners / asset managers to understand and implement their asset strategies
• Oversee, train and manage leasing teams to ensure quality expectations are met and streamline the process
• Develop marketing and leasing plans and associated budgets for each property and oversee the implementation of such plans
• Work with the business development team to develop proposals for new prospective clients
• Provide support to the business development team through market expertise and knowledge
• Understand current and forecasted leasing market dynamics in all relevant markets using data sources, personal network and other resources as required
• Ensure that any vacancies are top of mind with local brokerages
• Develop relationships with brokers and coordinate broker functions and referral programs.
• Assist in ensuring that all properties are maintained in show ready condition
• Oversee contact with existing tenants for lease renewals
• Monitor all leasing activity at the properties and oversee leasing team activity to ensure that clients achieve and exceed expected NOI
• Generate leasing assumptions for annual budgets
• Liaise with property management teams to keep up to date on day to day operations Regional Marketing and Leasing Coordinator
Greenwin Inc - Toronto, ON
July 2019 to May 2020
• Ad placement (periodicals and ILS), monitoring and review based on information from the Network Availability Report
• Weekly kijiji bumps and top ads including Website and ILS editing and maintenance
• Prepare and distribute promotional flyers, posters, event notices and other special sales and marketing pieces to both internal and external parties (flyer drops, billboards, lovely home mail drop, MLS listings, pull tab flyers, banners etc.)
• External marketing of businesses/companies/employers to ensure our property awareness and referral programs are in place
• Send weekly network availability reports to all properties for referral purposes and weekly review of marketing initiatives and recommendations
• Source new marketing outlets and review resident profiles, building demographics to identify prospects
• Collect quarterly market survey from properties and Resident Managers and assist with completion of survey as needed
• Co-ordinate Open Houses; assist with the advertising and marketing elements for site staff as well as building videos, photography
• Provide advice to the Building Representatives on business development activities
• Assist with new acquisitions (market surveys, brochure creation, floor plan creation, advertising, tracking, branding input, welcome packages etc.)
• Complete market assessments for acquisition on potential property purchases
• Acquire and implement tracking lines, call tracking program and monitoring of calls for development/ training purposes
• Facilitate Resident Surveys
Regional Leasing Specialist
Greenwin Inc - Toronto, ON
February 2019 to July 2019
• Process qualifying prospects to determine their needs and financial capabilities, demonstrating suites and amenities, closing, and follow-up.
• Encourage appointments or viewings with all prospective callers with proper follow up and professionalism.
• Generate interest in the community by touring the property with prospects while answering questions about the numerous amenities, local community and beautiful grounds.
• Drive the sale by highlighting the quality of the community and the lifestyle available within the apartment building/area
• Assist prospects in qualifying for an apartment by collecting appropriate information and initiating background checks.
• Ensure apartments are prepared for move-in.
• Deliver unmatched service to residents to exceed their expectations, while maintaining resident retention.
Leasing Manager
Akelius Canada
June 2016 to February 2019
• Prepare Leasing Report on Yardi for availability, pricing, and lettable dates of units, and note upgrades and renovations
• Schedule for new photography of apartments, property exteriors, and common areas
• Promptly respond to inquiries made via phone, e-mails, text messages and provide accurate information
• Qualify strong clients and arrange for a viewing and tour
• Provide to clients First Class showing - perform a thorough check prior to meeting the client, prepare all paperwork, and ensure all aspects of the apartment and property are neat and tidy
• Follow up with clients in a timely manner
• Prepare seamless application packages in an organized and thorough manner, and submit for approval and processing
• Follow up with and answer any questions and inquiries clients may have to ensure comfortable and smooth transition
Shift Lead
Cash Money
November 2013 to June 2016
• Found viable options to resolve a customer's outstanding balance if any existed
• Provided a courteous atmosphere with all new and existing clients
• Ensuring high levels of customer service and support, maintaining inventory, controlling payroll budget and scheduling
• Built lasting customer relations with clients by building rapport
• Worked on Microsoft Word, Excel, creating formulas to depict monthly target, and expected hit amount
• Proficient at acquisition of potential clients when calling in
• Handle all inbound queries and advocate resolutions to inquires in a timely, accurate manner
• Extensive practice of taking responsibility of senior managers in their absence
• Sent Delinquent files to Third Party Collection Agencies
• Organized meetings with team, and senior managers to analyze, coach team performance
• Authorized Western union agent
Education
Bachelor's Degree in Applied social sciences- family and community studies University of Guelph - Toronto, ON
September 2011 to April 2015
Diploma in Social Services
Humber College
2013 to 2015
Skills
• CUSTOMER SERVICE (10+ years)
• RECEPTIONIST (7 years)
• RETAIL SALES (7 years)
• MICROSOFT OFFICE (10+ years)
• Leasing (4 years)
• Property Management
• Yardi
• Marketing
• Management
• Outlook
• Property Leasing
• Organizational Skills
• Microsoft Outlook
• Administrative Experience
• Negotiation
Additional Information
Functional Skills:
• Problem Solving and Analytical skills
• Strong organizational skills
• Customer Service Excellence
• Proficient in Microsoft Office and Internet
• Team oriented
• Effective Communication and Interpersonal skills
• Multi- tasking Aptitude
• Conflict Resolution & Stress Management
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