Customer Service Property Manager
Resume:
Melanie Williams
ady0sx@r.postjobfree.com
PROFESSIONAL SYNOPSIS
The Community Builders
Community Manager
December 2020 through April 2023
Meet monthly revenue, operating, and capital expense budgets
Examine monthly operating report and detailed general ledger to assure all bills are accurately coded, paid and in compliance with budget
Accountable for leasing of units in compliance with the site approved Tenant Selection Plan achieving a 98% occupancy rate
Compliance with Affirmative Fair Housing Marketing Plan, Regulatory Agreement, Funding Program Requirements and Federal State or Local Requirements
Recruit, train, coach, manage and motivate Team members. Provide timely feedback regarding performance.
Provide written performance evaluations for all Team members in accordance with company guidelines, and provide recommendations for compensation or promotions
Follow up as needed on issues involving violations of building rules, resident policies, or the occupancy agreement
Cultivate a culture that promotes and rewards leadership, collaboration, engagement, constructive communication, flexibility, teamwork, and resident relations
Work collaboratively across departments and portfolios to facilitate exceptional service levels to enhance the experience of residents, family members, and team members
Function as a change agent and manage organizational change efforts to ensure operational effectiveness
Heartland Housing, Inc.
Property Manager
August 2017 through March 2020
Responsible for operational activities and management of assigned properties
Meet occupancy, collections, regulatory and budgetary goals as set forth by the Director of Property Management Ensure successful physical inspections of properties conducted by CHA, IHDA, HUD, and CLIHTF
Ensure successful Management and Occupancy Reviews conducted by IHDA and HUD
Conduct initial leasing interviews. Sign leases and tenant-related subsidy documents
Coordinate and oversee preparation and inspection of unit vacancies for leasing with minimal time of turn-over Complete annual re-certifications in a timely manner
Respond to inquiries about properties and vacancies and conducts tours of assigned properties
Create and manage budgets for assigned properties, in close collaboration with the Director of Property Management and the Financial Accountability Services department
Monitor expenditures for the assigned property, including maintenance, operations and personnel expenses, including over time usage and costs
Foster and model a customer service culture among staff at development site(s) reflecting the organization’s ethics, Philosophy of Care, and values
Ensures staff is aware of protocols for escalating issues to the Property Manager, or grievance procedure and other formal routes for resolution
Refers residents to Social Services or Resident Services staff, as appropriate
Maintain tenant files in accordance with applicable laws and requirements as designated by agencies monitoring the property, such as IHDA, NEF, and CHA
Hires, orients and trains staff; completes performance evaluations and independently initiates disciplinary action
when necessary. Consults with Director of Property Management and Employee Services for approval prior suspension or termination of staff.
Records time and attendance on subordinates, assigns work, including coordination of scheduling with other Property Managers.
Cagan Management Group, Inc.
Assistant Portfolio Manager
May 2016 – July 2017
Effectively assist the Portfolio Manager with the overall financial and operational performance of 29 assigned properties in the south side portfolio
Monitor occupancy, rent collection and cost control to ensure financial stability of assigned properties Ensure compliance with CHA, CLIHTF, and Catholic Charities program regulations
Plan, schedule and coordinate general maintenance, major repairs and capital improvements Manage tenant relationships and address any issues
Recommend and coordinate legal action as appropriate
Housing Opportunity Development Corporation
Property Manager
October 2011- May 2016
Oversee operations, maintenance, administration and improvement of 194 units in 16 scattered-site properties Qualify and select tenants for occupancy; use EIV; maintain and update waiting lists
Ensure compliance with Section 42, project-based Section 8, and IHDA program regulations
Resolve tenant issues and link tenants with service agencies and resources as needed
Build and maintain relationships with tenants, neighbors, and community groups
Supervise maintenance personnel
Manage the leasing process from application to move-in, to recertification, to move-out
Collect rents and other income; prepare and deliver notices to residents as needed
Bickerdike Apartments, LLC
Site Manager
February 2006 – April 2011
Provide direct supervision to leasing, clerical, maintenance staff
Oversee, ensure, and carry out as appropriate occupancy related duties for occupied units including maintaining,
updating, and processing all resident information, lease renewals, tax credit compliance, annual home inspections, annual re-certifications, and move-outs.
Oversee, financial performance of assigned properties and carry out financial related responsibilities including, but
not limited to: assist with preparation of annual budgets, monitor income and expenses for each assigned property, monitor tenant delinquencies and bad debt, approve all invoices for payment, and where appropriate, all aspects of TRACS submissions.
Germano Millgate and South East Little Village Apartments
Assistant Manager
May 2002 –December 2005
Recruit, train, and supervise an efficient administrative and occupancy staff
Collaborate regularly with Community Manager to ensure objectives are being met
Actively build and maintain optimal relations with residents and employees
Screen applicants for vacancies based on predetermined tenant selection criteria as prescribed by HUD, CHA, and IHDA
Conduct annual resident recertification interviews to determine continued program eligibility Handle full cycle accounts payables and receivables, annual budget preparation, forecasting, variance reporting, and rent collection
Interface with Chief Engineer to monitor preventive and corrective maintenance
Perform HQS, move-in, and move-out inspections
EDUCATION
Bachelor of Science in Business Administration
Chicago State University, 1994
STRENGTHS
An effective, collaborative Leader
Respectful, responsible, responsive and relational
Possession of a positive, “Can Do” attitude
Accountable and adaptable to change
Exceptional time management, analytical and interpersonal capabilities
Self-motivated and committed to providing outstanding customer service
Working knowledge of CHA, HOME, LIHTC, CLIHTF, and project-based section 8 programs
Proficient with Microsoft Office applications, Yardi, and One Site
CERTIFICATIONS
Tax Credit Specialist
Certified Occupancy Specialist
Site-Based Budgeting Specialist
REFERENCES AVAILABLE UPON REQUEST
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