Customer Service Property Management
Resume:
Laine Best-Henry
SUMMARY
Experienced property management professional with expertise in leasing,
inspections, and team supervision. Skilled in occupancy management, compliance, and vendor coordination. Proficient in OneSite and Yardi for efficient operations. Strong leadership, customer service, and administrative abilities, ensuring smooth property management and resident satisfaction in fast-paced environments.
EXPERIENCE
Fairstead Management LLC - Assistant Community Manager 08/2023 - 02/2024
• Oversaw Leasing Office Operations Managed all daily functions of the leasing office, ensuring smooth operations, compliance with policies, and a high level of customer service for both current and prospective residents. Successfully maintained an average lease renewal rate of 85% and reduced application processing time by 30% through streamlined workflows.
• Optimized Occupancy and Financial Performance Monitored and maintained occupancy rates at 95% or higher, tracked delinquency, and implemented strategies to improve lease retention. Reduced delinquency by 20% through proactive follow-ups and payment plans. Processed rental payments and financial transactions efficiently through Yardi, ensuring 100% accuracy in records.
• Resident Engagement and Administrative Management Organized and executed resident appreciation events, increasing resident satisfaction scores by 25% based on community surveys. Maintained an up-to-date waiting list with an average of 30+ prospective tenants, ensuring seamless occupancy transitions. Accurately processed new applications using OneSite and Yardi, reducing approval time by 40%.
• Team and Vendor Coordination Supervised a team of 5+ maintenance and administrative staff, ensuring operational efficiency and timely task completion. Managed vendor relationships, ensuring 98% on-time service delivery and adherence to quality standards. Prepared month-end reports and actively participated in PACT meetings, contributing to strategic decision-making and process improvements.
Infojini Consulting - Section 8 Inspector
03/2022 - 08/2023
CONTACT
***********@*****.***
Brooklyn, NY, 11217
SKILLS
• Teamwork
• Leadership
• Customer service
• Time management
• Organizational skills
• Written and verbal
communication
• Lease administration
• Data entry via Yardi and OneSite
• Financial reporting and budgeting
• Vendor and contract management
• Rent collection and ledger
management
• Occupancy and delinquency
management
EDUCATION AND TRAINING
Business Management
Mildred Elley College
2018-2020
• Conducted Comprehensive Property Inspections Performed detailed inspections for NYCHA and private housing units, ensuring compliance with building codes, safety standards, and tenant agreements. Completed an average of 30 inspections per day, identifying and addressing necessary repairs or violations.
• Investigated Tenant Complaints and Resolved Issues Investigated and addressed tenant complaints regarding heating and hot water systems, ensuring swift resolutions to minimize discomfort and maintain tenant satisfaction. Successfully resolved 95% of heating and hot water complaints within 48 hours.
• Ensured Compliance with Appliance and Safety Equipment Standards Conducted regular checks on appliances and safety equipment (e.g., smoke detectors, carbon monoxide detectors) to ensure full compliance with local regulations. Ensured 100% compliance with appliance safety standards during routine inspections.
• Utilized Advanced Tools for Accurate Inspections Employed various tools such as thermometers, outlet testers, and laser measuring devices to accurately assess property conditions and identify potential hazards. Increased inspection efficiency by 15% through the effective use of technology and precise measurements.
Abacus Staffing - Lease Coordinator
01/2022 - 03/2022
• Led inbound and outbound communications for leasing inquiries, ensuring timely and accurate responses to over 100 prospective tenants monthly, resulting in a 20% increase in leasing conversion rates.
• Processed and tracked invoices for over 50 accounts monthly, ensuring accurate documentation and timely payments, while supporting apartment inspection scheduling to ensure compliance with property standards.
• Utilized Yardi software to perform data entry, maintaining accurate and upto-date records for 200+ properties, contributing to efficient property management operations.
• Conducted structured outreach campaigns to improve tenant compliance and property quality, achieving a 15% improvement in compliance rates and reducing tenant-related issues by 10%.
HousingPlus Inc. - Assistant Property Manager
03/2014 - 12/2021
• Managed tenant financial documentation and background checks for 150+ applicants annually, ensuring compliance and accuracy in processing.
• Processed 100+ new and renewal license agreements, ensuring legal compliance and minimizing documentation errors.
• Provided utility setup and furniture arrangement assistance, improving tenant satisfaction by 20% and reducing move-in delays by 10%. Conducted apartment inspections to meet HUD and OASAS standards, achieving a 98% compliance rate across 100+ units and maintaining records in the AWARDS case management database.
Contact this candidate