Results-Driven Property Management Leader

Personal Summary

Results-driven Property Management professional with extensive experience as a Multifamily Community Director, specializing in optimizing operational efficiency, enhancing resident satisfaction, and driving financial performance. Adept at leading high-performing teams, managing leases, coordinating vendor relationships, and implementing strategic marketing and renewal strategies. Strong expertise in budgeting, compliance, and maintaining property standards, ensuring a seamless living experience for residents while maximizing profitability. Proven ability to deliver exceptional results in competitive markets, ensuring occupancy growth, retention, and overall business success. Dedicated to fostering positive tenant relationships and maintaining high operational standards. Ready to leverage my experience to contribute to your company's growth and success. Skills

Effective Communication

Client Service Excellence

Issue Resolution

Dispute Management

Team Leadership & Collaboration

Property Management Systems

Maintenance Oversight

Vendor Relationship Management

Financial Analysis & Reporting

Leasing & Marketing Strategy

Experience

OPERATIONS MANAGER 02/2024 – 01/2025- Layoff

Vacasa

Guest Experience and Satisfaction Management

Consistently achieved 9-10 ratings in guest experience reviews, ensuring high satisfaction levels. Housekeeping and Cleanliness Oversight.

Maintained an average housekeeping cleanliness score of 4.7 stars, ensuring top-tier service standards. Owner and Guest Feedback Management.

Managed owner surveys with an average rating of 8 to 10, addressing concerns, and improving service quality. Property Inspections and Maintenance.

Conducted thorough weekly inspections of rental properties to ensure that quality standards were consistently met. Operational & Supply Management Submitted accurate monthly expense reports, ordered housekeeping supplies, and managed laundry house operations efficiently.

APM TEAM LEAD: MAINTENANCE/REPAIR OCCUPIED HOMES 11/2023 - 01/2024- Layoff ZVN Properties – Remote-

Vendor Coordination and Communication.

Acted as a liaison between residents and repair vendors, ensuring effective communication and seamless service delivery.

Compliance and Process Management

Maintained up-to-date guidelines and documented procedures, ensuring adherence to industry standards and regulations.

Vendor Relations and Issue Resolution

Addressed vendor challenges and payment disputes, improving vendor compliance, and resolving payment issues efficiently.

Work Order Management.

Oversaw the entire work order lifecycle, from assignment to invoicing, ensuring projects were completed on time, within budget, and met quality standards.

Resident Communication and Emergency Handling.

Kept residents informed on work order progress, managed scheduling, and handled escalations and emergency situations promptly.

CENTRAL OPERATIONS: PROJECT COORDINATOR 07/2023 - 09/2023- Layoff Divvy Homes - Remote

Resident Experience & Communication.

Delivered exceptional resident experiences by providing timely updates on work order statuses via phone and email, ensuring satisfaction, and transparency.

Resident Education and Support

Educated residents on home maintenance, homeownership responsibilities, and preventative upkeep practices to AMY AILEEN RANDALL

Austin Texas 512-***-**** ***.******.***@*****.*** promote long-term property care.

Compliance with performance metrics.

Ensured adherence to department KPIs, focusing on efficient work order resolution, contractor performance, and communication standards.

Liaison Between Residents and Vendors

Served as the primary point of contact between Divvy residents and repair/maintenance vendors, ensuring effective communication and seamless coordination.

Daily Maintenance Operations and Coordination.

Managed day-to-day maintenance activities, including work order tracking, stakeholder coordination, and prompt issue resolution.

NATIONAL PROJECTION COORDINATOR 12/2022 - 02/2023 Layoff Progress Residential - Austin, Texas

Project Initiation and Streamlining

Identified homes under contract to facilitate efficient project initiation, and smooth transition into the next phase. Data Entry and Cost Estimation Support.

Entered property details into scoping applications to support accurate cost and labor estimates for project planning. Workflow and Documentation Management.

Uploaded estimates, photos, and maintained accurate records within workflow management systems to ensure project tracking and updates.

Vendor and Project Manager Coordination.

Assisted in scheduling, assigning work scopes, and coordinating tasks between vendors and project managers for seamless project execution.

Invoice Review and Approval.

Reviewed, coded, and submitted invoices for approval, ensuring timely processing and smooth project completion prior to the transition to leasing teams.

PROPERTY MANAGEMENT/MULTIFAMILY MEMBER OF COUNCIL- INSIGHT 03/2021 - 12/2022 GLG Austin, Texas -

Market and Legal Inquiries Support

Addressed legal, market, and property purchase inquiries for Texas, providing a detailed analysis of the pros and cons of various locations.

Compliance and Evaluation Expertise

Conducted thorough assessments and evaluations upon contract, ensuring full compliance with regulations, and accuracy in all processes.

Website and Marketing Strategy Consultation.

Offered insights on website design, marketing materials, property management software, and innovative strategies to enhance brand presence, and operational efficiency. Vendor Selection and Product Analysis

Provided in-depth facts and analysis on product quotes, guiding informed decisions for optimal vendor selection. Strategic Operational Guidance.

Delivered strategic recommendations to improve staff performance, streamline operations, and support company-wide initiatives.

PORTFOLIO SUPERVISOR-NORTHWEST AUSTIN-5 ASSETS-550 UNITS 04/2022 - 05/2022 SKYLINE MANAGEMENT GROUP INC - Austin, Texas

Invoice Processing and Vendor Relations

Processed and approved over $100,000 in past-due invoices, ensuring zero outstanding balances with vendors. Delinquent Balance Collection and Cash Flow Improvement. Implemented effective strategies to collect over $250,000 in delinquent balances, significantly improving the company's cash flow.

Work Order Completion and Operational Efficiency.

Devised and executed a strategy to close over 500 work orders in one month, driving enhanced operational efficiency.

Construction Team Leadership and Project Tracking. Led weekly meetings with construction teams to review delivery dates and capital improvements, fostering clear communication and project oversight.

Financial Reporting and Budget Management Support. Initiated weekly GL coding meetings to provide accurate data for variance reporting, assisting on-site management in maintaining budget adherence.

COMMUNITY DIRECTOR- CLASS A- RENOVATION-458 UNITS 06/2018 - 03/2021 WELLER RESIDENTIAL - Austin, Texas

Leasing and Tenant Acquisition Success.

Successfully leased the asset to 98% occupancy, demonstrating effective leasing strategies, and strong tenant acquisition skills.

Tenant Retention and Relationship Management.

Maintained a 75% retention rate at renewal, highlighting excellent tenant relationship management and satisfaction efforts.

Work Order Coordination and Maintenance Efficiency. Assisted in closing over 400 work orders in one month, showcasing exceptional coordination and maintenance operations.

Capital Project Oversight and Quality Assurance.

Supervised new capital projects, ensuring all remodeled units met quality standards from the initial construction punch list through the final walk inspections.

Revenue Growth and Online Reputation Improvement

Contributed to generating over $200,000 in new revenue while improving online reviews from 2.0 stars to 3.6 stars, enhancing overall property reputation.

PROPERTY MANAGER- CLASS B- RENOVATION-504 UNITS 03/2015 - 09/2017 WEHNER MULTIFAMILY - Austin, Texas

Vendor and Unit Turnover Optimization

Streamlined vendor scheduling and unit turnover procedures, minimizing vacancy periods, and optimizing property readiness.

Move-In Inspections and Quality Control.

Implemented detailed move-in inspections, ensuring high-quality living standards for new residents, and a smooth transition.

Financial Reporting and Accuracy.

Managed comprehensive financial reporting processes, including P&L, variance, and aged delinquency reports, ensuring accuracy and transparency.

Team Leadership and Operations Management

Lead a 12-member team in maintenance and operations, fostering a cohesive workflow, and driving operational efficiency.

Occupancy Growth and Leasing Strategies.

Increased property occupancy from 61% to 90% within three months by implementing targeted leasing strategies and efforts.

REGIONAL MANAGER- NEW CONSTRUCTION - LEASE UPS- 1818 UNITS 02/2010 - 03/2015 RESIDENCE PROPERTY COMPANY - Texas

Operational Efficiency and Strategic Development.

Designed and executed strategic initiatives to improve operational performance, profitability, and resident satisfaction across a diverse residential property portfolio. Talent Acquisition and Leadership Development

Led the recruitment, training, and supervision of a 65-member team, fostering a high-performance culture centered on professional growth and collaboration.

Regulatory Compliance Management.

Ensured comprehensive compliance with all relevant regulatory standards, including Fair Housing, Equal Employment Opportunity, ADA, OSHA, and Plaintiff Liability, through vigilant oversight. Policy Creation and Consistency

Developed and implemented a detailed employee handbook and operational procedures, ensuring legal compliance and consistency across organizational practices. Marketing and Lease Growth Strategy

Directed marketing efforts, including the creation of 3D floor plans, mailouts, brochures, business cards, and websites, to boost leasing success, and maximize occupancy rates. ASSISTANT PROPERTY MANAGER -388 UNITS- CONVENTIONAL 08/2009 - 02/2010 TRIMARCHI MANAGEMENT - New Braunfels, Texas

Vibrant Marketing and Leasing Strategies

Drove occupancy and revenue growth by implementing highly coordinated marketing, leasing, and renewal strategies tailored to maximize property performance. Innovative Resident Satisfaction and Retention.

Elevated resident satisfaction and secured high lease renewal rates by executing strategic initiatives and resident- focused events that fostered community engagement. Impactful Event Planning and Engagement.

Led the planning and execution of resident events, including new resident orientations and retention-driven activities, to strengthen community connections and retention. Consistent, high-impact branding and marketing.

Created and rolled out marketing designs in alignment with ownership and management approval, ensuring consistency and effectiveness, while reinforcing brand identity. Progressive Leasing Specialist Training

Delivered comprehensive, hands-on training for new leasing specialists, covering fair housing, effective communication, and objection handling, empowering the team to perform at its best. LEASING SPECIALIST-388 UNITS- CONVENTIONAL 08/2006 - 07/2009 GREYSTAR MANAGEMENT - New Braunfels, Texas

Model Apartment Presentation and Property Showcasing. Oversaw the presentation and management of model apartments, effectively showcasing property features to attract prospective tenants.

Efficient Rent Collection and Lease Management.

Managed rent collection and lease renewals seamlessly, ensuring consistent and reliable revenue streams for the property.

Resident Retention and Renewal Success

Implemented successful resident renewal strategies, achieving a 90% month-over-month retention rate, and fostering long-term resident relationships.

Targeted Marketing and Leasing Execution.

Executed tailored marketing campaigns and leasing tactics, successfully achieving full property lease-up within set timelines.

Strategic Operations and Revenue Optimization.

Developed and implemented strategic operations, utilizing effective budgeting and leasing strategies to optimize occupancy rates, and drive revenue growth.

Education and Training

Accredited Residential Manager (ARM)

01/2016

Issuing Organization: THE INSTITUE OF REAL ESTATE MANAGEMENT Certified Apartment Manager (CAM)

01/2015

Issuing Organization: NATIONAL APARTMENT ASSOCIATION Managing Maintenance Operations and Property Risk - MNT402 Leading a Winning Property Management Team - HRS402 Budgeting, Cash Flow, and Reporting for Investment Real Estate - FIN402 Marketing and Leasing Strategies for Multifamily Properties - MKL405 Managing Residential Properties - RES201

Managing the Sales Process

Managing Resident Relations

Managing the Physical Property

Managing Personnel

Managing and Analyzing Financial Performance

Contact this candidate