Customer Service Employee Engagement

JANIS COWEY

Round Rock, ***** TX 512-***-**** ******@*******.***

Professional Summary

Genuinely motivating to the very core, a leader is capable of solving almost every single organizational problem with advanced supervisory, team-building, training, auditing, compliance, and customer service skills. Ready to step in at a moment's notice and turn things around for the positive, putting a sustained outward face to a continued stream of inward successes. Ability set directed toward training, implementation/monitoring, and morale-building for maximizing employee engagement and performance. Financial operations and strategic planning are another part of her experience. She has a demonstrated track record of closely monitoring financial performance and giving credible financial advice to the executive teams. She holds exceptional skills in problem-solving, communication, and leadership. Key Achievements

• Launched company-wide engagement and recognition programs, increasing employee engagement by 30% and retention by 22%.

• Implemented a Learning Management System (LMS), boosting training participation by 65% and enabling real-time performance tracking.

• Drove a 3% year-over-year increase in Net Operating Income (NOI) across a 3,300-unit portfolio through strategic rent optimization and cost control.

• Designed and executed multi-department audit programs and policy manuals, enhancing compliance and reducing operational risk across 100+ properties.

• Founded and led CWS University, creating comprehensive training programs that improved on- boarding consistency and employee development.

Skills

• Project Management

• Financial analysis

• Cash flow

• Budget Planning

• Process Improvement

• Operational efficiency

• Market Analysis

• Tenant relations

• Team Leadership

• Mentor coaching

• Change Management

• Due diligence

• Risk Management

• OneSite Proficiency

• Pricing strategies

• Data analytics

• CRM management

• LMS Direction

• Renovation Oversight

• Vendor negotiation

• Strategic planning

Experience

Vice President of People and Culture 07/2024 to 04/2025 Vest Residential Charlotte NC

• Defined company culture and launched recognition programs, boosting engagement by 30%, and retention by 22%.

• Implemented LMS, increasing training participation by 65%, and enabling real-time tracking.

• Coached executives, and facilitated communication between teams and senior leaders.

• Led cross-functional committees, improving HR process efficiency by 20%.

• Served as an SME for HR systems and compliance, reporting to the COO. Regional Portfolio Director 04/2022 to 08/2023

MC Residential Austin TX

• Managed 9 properties (3,300 units) across 4 Texas markets, overseeing operations, budgeting, and performance metrics.

• Increased NOI by 3% year over year through rent optimization and cost reduction.

• Led $3M in renovations, reducing turnover by 25%, and improving Google satisfaction to 3.5+.

• Developed and launched company policies and operations manuals to standardize practices.

• Reported to the President, prepared investor reports, and analyzed data for pricing and budgeting. Director of Operational Excellence & Compliance 07/2007 to 02/2021 CWS Apartment Homes Austin TX

• Managed the on-site compliance of over 100 properties in seven states, according to the company's policies, as well as city, state, and federal laws.

• Conducted audits where the relative under-performance and compliance risks were identified, leading to needed disciplinary actions and improvements in the operations.

• Designed and developed the company's Operations Policy and Procedures Manual, and multi- department audit programs (Operations, Risk, Accounting).

• Compliance Director for seven affordable housing sites across two states, ensuring program integrity and compliance.

• Reported are CFO-hired, senior trainers for the Training Department, and key enablers for the Risk and Safety Team in driving its strategic initiatives. Regional Director of Operations 06/2008 to 02/2009 CWS Apartment Homes Austin TX

• Served as a trainer and mentor to a newly hired regional director during a critical company restructure.

• Oversaw operations for nine properties totaling 2,078 units, ensuring consistent performance and compliance during the leadership transition.

• Provided hands-on guidance in all aspects of regional property management, from budgeting to team development.

• Ensured operational continuity while supporting the RD's growth in leadership, strategy, and portfolio oversight.

• Reported directly to the Senior VP of Operations, acting as a trusted leader during a high-impact transition phase.

Director of Education 08/2001 to 07/2007

CWS Apartment Homes Austin TX

• Founded and launched CWS University, establishing a centralized learning hub for employee development and career growth.

• Designed and facilitated all New Hire Orientation and Continuing Education programs, improving on- boarding consistency and employee performance.

• Developed and led multiple training tracks, including Mentor Programs, Executive Internships, and courses in leadership, time management, and operations.

• Delivered organization-wide training for leasing, maintenance, and professional development, aligning with company standards and culture.

• Reported to the VP of HR, and promoted to Director of Operational Excellence for outstanding leadership in workforce learning and development.

Senior Executive Manager 03/1997 to 08/2001

CWS Apartment Homes Austin TX

• Oversaw 9 properties (3,300 units), increasing NOI by 3%, and retention by 22%.

• Managed over $3 million in renovations and reported to the COO.

• Ensured compliance for over 100 properties across seven states, improving operations and audits.

• Launched CWS University and trained employees in various programs.

• Managed two sites (600 units), hitting occupancy targets, and promoted to Director of Education. Regional Manager 01/1991 to 03/1997

DMC Group Austin TX

• Oversaw 4 sites (1,800 units) and 28 employees, increasing NOI by 8%.

• Recruited, coached, and developed top talent for managerial positions.

• Formulated the annual operating budget to meet financial and service goals.

• Created marketing plans tailored to community needs.

• Led regular meetings with regional teams to review goals and progress. Education

Certified Property Manager 01/2004

Institute of Real Estate Management

Accredited Residential Manager 01/2000

Institute of Real Estate Management

Real Estate Development 01/1991

Austin Community College

References

References available upon request

Certifications

• CPM - Certified Property Manager, IREM

• ARM - Accredited Residential Manager, IREM

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