Operations & Compliance Manager

SUSAN KINEL

Lake Charles, LA 512-***-**** *****.*****@*****.***

PROFESSIONAL SUMMARY

Operations and Compliance Manager with expertise in property management, regulatory compliance, team leadership and human resources. Demonstrated success in driving operational efficiency, ensuring regulatory compliance, managing multi-location properties, budget management and team development. Proven track record of implementing process improvements and achieving measurable results.

CORE COMPETENCIES

Operations Management Regulatory Compliance Property Management Fair Housing Compliance Policy Implementation Audit Management Process Improvement Team Leadership Financial Management Human Resources Management Budget Administration Staff Development Risk Management Project Planning Cross-functional Leadership Customer Service

PROFESSIONAL EXPERIENCE

NELSON COMMUNITIES – Lake Charles, LA

Community Manager (February 2026 – June 2026)

Oversaw daily operations of first one (1) 2-section community (498 lots) then moved to two (2) mobile home communities totaling 204 lots. Ensured that properties were well-maintained and met company standards for both tenant-owned homes and park-owned homes. This included collections, evictions, violations and maintenance of homes and parks

Made ready homes to retail status, tours, showing of homes for sale and rental

Oversaw rehabilitation of homes, inspected contractor work daily, ensured utilities were turned on, keys for home and mailbox were ready, and homes were cleaned to retail status

Marketing homes and vacant lots on social media – marketing photos, advertisement language, posting 2-3 times per day, 5 days per week

Served as the primary point of contact for residents, addressing concerns and resolving issues in a timely and professional manner.

Ensured compliance with all federal, state, and local regulations, including Fair Housing laws.

BROOKDALE SENIOR LIVING - Lake Charles, LA

Business Office Manager (January 2023 – January 2025)

Directed management and supervision of the business office at the community. Coordinated and oversaw all human resources, payroll, AP/AR, billing, and operational processes within the department. Assisted with and ensured efficient and effective communication with other departments.

Leader primarily responsible for the business office operations of the community including human resources, payroll, accounts payable/receivable and billing processes

Managed onsite process of attracting, engaging, developing and retaining community associates necessary to provide high quality care and personalized services to our residents, while minimizing the use of premium labor (in conjunction with HR department in a CCRC)

Supported Executive Director in driving profitable growth and complying with operational processes and regulatory requirements

MAIN STREET RENEWAL, LLC – Remote

Compliance Supervisor (2021 - 2022)

Delivered strategic leadership to ensure compliance and support operations in the single-family rental real estate industry. Managed requests for early termination of leases, handled owner documents, adapted policies and procedures based on changes in state statutes, and supervised employees. Researched requirements for new business licenses for property owners.

Conducted audits of 200+ real estate and broker licenses ensuring regulatory compliance

Processed and evaluated 150-200 monthly lease termination requests, approving 70% due to hardship cases

Managed Fair Housing Act compliance, processing approximately 8-10 requests monthly for reasonable accommodation

Supervised international team member while collaborating with 15 cross-functional staff

Maintained signature authority for all owner legal documentation and compliance matters

FRAMEWORKS COMMUNITY DEVELOPMENT CORPORATION - Austin, TX

Manager of Operations & Real Estate (2017 - 2021)

Handled team hiring, training, rental portfolio oversight, property audits, housing and real estate development projects, KPI tracking, program management, and compliance of funding grants and contracts. Identified and capitalized on opportunities for continuous improvement.

Managed $1.5M budget comprising multiple federal funding sources, including grants

Increased rental revenue by 230% within 6 months while reducing delinquency to 2%

Decreased rental property expenses by 30% through maintenance program restructuring

Achieved 97% on-time payment collection rate through new process implementation

Reduced professional service fees by 30% through strategic vendor management

CITY OF AUSTIN NEIGHBORHOOD & COMMUNITY DEVELOPMENT (NHCD) - Austin, TX

Contract Management Specialist III (2008 - 2017)

Assessed contracts to determine compliance with federal and state regulations or city codes and ordinances. Trained staff members, contractors, sub-recipients, and borrowers on best practices and evolving trends for compliance. Designed and implemented a collections program for servicing loans. Served on the Austin Housing Affordability Team, Regulatory Subgroup to advise on federal funding impacts in relation to city upgrades and changes.

Monitored affordable rental housing contracts (1000-1500 units annually) for compliance with federal funding, including HOME, CDBG, HTF, LIHTC and local ordinances; developed a three-year rotating monitoring schedule

Developed and conducted training for 500 stakeholders on housing compliance requirements

Managed $153M loan servicing portfolio including 200 collection accounts

Coordinated closure of $10M in federally funded city loans through cross-departmental collaboration

Created affordable housing components for economic development agreements

Established initial affordable housing inventory database

EARLIER ROLES

Make-A-Wish Foundation - Office Manager

Apartment Investment & Management Co. - Executive Assistant

EDUCATION

Texas State University Bachelor of Business Administration, Management

CERTIFICATIONS

Rental Income Certification

Rental Development Finance

HUD-Certified Homebuyer Education & Housing Counselor

HUD-Certified Credit Counselor

City of Austin Records Management Certification

TECHNICAL SKILLS

Expertise in Federal, State and Municipal housing regulations, including HOME, CDBG, HTF, LIHTC

Property Management: Rent Manager, Yardi Voyager, SafeRent Solutions, BlueMoon

Business Software: Microsoft Office Suite, Google Business Applications, Adobe Pro, DocuSign

CRM/Database: Point-Click-Care for Patient Records, Salesforce, Nortridge Loan Servicing, Raiser's Edge, iCIMS, Artiva, SMS, FMS, RIM, Coupa, TELS, PCC, PSS, HRIS, ATS

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