Remote Email Support Specialist Candidate: Kirsten Johnson-Jeffrey
Resume:
Kirsten Johnson-Jeffrey
Experienced Senior Property Manager, Community Association Manager,
Insurance Claims Adjuster ************@*****.*** + Professional Summary
Seasoned, Accomplished, and Energetic Dedicated Employee. With over 30 years Customer Service related experience. Motivated leader, with strong organizational and prioritization abilities. Experienced and trained to survive in a fast paced environment. Work Experience
Community Association Manager
Associa Community Group-Virginia Beach, VA
January 2025 to Present
• Oversee a portfolio of HOA and Condo communities located in Virginia Beach
• Daily responsibilities:
• Travel to HOA and condominium communities in the Virginia Beach area.
• Meet and collaborate with onsite staff and members of the Board of Directors.
• Implement Board policy and directives within the scope of the management agreement. Works with the board on strategic initiatives, policy governance and association projects.
• Walk and inspect property, ensure property is well maintained and HOA Code, Compliance, Rules &Regulations are adhered.
• Issues violation letters to homeowners and follow-up to ensure remedied.
• Meet and greet homeowners, residents, members of the Board of Directors, maintenance vendors and contractors.
• Research and respond to inquiries in-person, by phone, and email.
• Data enter and update information in the database, record and track documents and information.
• Create and manage budgets; review financial reports, interpret Balance Sheet, Income Statement Operating Expenses, and reserves.
• Source vendors, submit RFPs, manage the bidding and vendor selection process, develop vendor relationships, and manage capital projects.
• Prioritize maintenance requests and work orders; schedule and coordinate maintenance vendors and contractors for work to be done onsite.
• Prepare board packages. Coordinate and schedule monthly and annual board meetings.
• Create and send out weekly mass communications by mail and email to homeowners notifying them of maintenance onsite, HOA guidelines, and community events.
• Assist homeowners in completing architectural review forms and follow-up with homeowners on the Board’s decision.
• Hire, train, and develop staff. Other projects as assigned. Senior Property Manager
Home Services Property Management-Virginia Beach,
VA
July 2022 to January 2024
• Essential Duties and Responsibilities
• Cultivates partnerships with local Long & Foster Sales offices by marketing and maintaining property management services. Communicate with agents concerning rental listings and applications in process.
• Maintains property files on software program, approves or disapproves all applicants on management properties after obtaining credit reports and thorough application screening including owner consultation.
• Conduct, coordinate and review necessary property surveys/inspections to include renewals and maintenance oversight.
• Prepares all management leases. Assures that certified funds and security deposit have been collected. Monitors unpaid rents and assures delinquency notices (copies to owners), are personally served or mailed. Initiates legal actions in a timely manner as needed.
• Communicates and advises owner in a timely manner of actions and or funds needed to maintain property.
• Communicates with owners regarding vacancies, leasing activity, applications, new tenants, lease renewals and property legal matters such as HOA, condo or formal complaints in.
• Stays informed on maintenance, inspections, account and other items that involve property.
Property Manager
The Real Estate Group-Chesapeake, VA
June 2020 to July 2022
• Employee’s primary duties as Residential Property Manager are initiating property management accounts and leasing properties.
• As Residential Property Manager, Employee is required to initiate new property management accounts; solicit property owners to contract with Employer for property management services; manage the property portfolio assigned to the Employee.
• Advertise, and show properties for rent; prepare "for Rent" MLS listings; identify prospective tenants and process rental applications; prepare and execute lease and property management agreements.
• conduct and document periodic property evaluations.
• Oversee contractors and property maintenance providers; maintain detailed records of all transactions.
• File proper written notices with owners and tenants; initiate legal proceedings. Coordinate and attend evictions.
• Conduct and document move-in, move-out inspections, document findings.
• Be available for routine and emergency calls and other communication during evening hours and on weekends.
• Employee shall also perform such other duties as are customarily performed by residential property managers and such other duties as Employer may assign from time to time.
• Employee is required to work with minimal supervision and to exercise a high level of initiative, discretion, and independent judgment in carrying out his/her duties. Property Manager
Howard Hanna Real Estate Services-Virginia Beach,
VA
July 2018 to October 2020
• Maintained property rentals by advertising and filling vacancies; negotiating and enforcing leases; maintaining and securing premises.
• Establishing rental rates by surveying local rental current market rents; calculating overhead costs, depreciation, taxes, and profit goals.
• Attracting tenants by advertising vacancies; obtaining referrals from current tenants, explaining advantages of location and services; showing units.
• Established contracts with tenants by negotiating leases, collecting security deposit. Accomplishing financial objectives by collecting rents, paying bills, forecasting requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective action.
• Maintaining property by investigating and resolving tenant complaints; enforcing rules of occupancy; inspecting vacant and occupied units and completing repairs; planning renovations; contracting with landscaping and maintenance services.
• Maintaining building systems by contracting for maintenance services; supervising repairs.
• Securing property by security patrol service; installing and maintaining security devices; establishing and enforcing precautionary policies and procedures; responding to emergencies. Enforcing occupancy policies and procedures by confronting violators.
• Preparing reports by collecting, analysing, and summarizing data and trends. Updated job knowledg participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organization goals, by accepting ownership for accomplishing new and different requests; exploring opportunities to add value .
Property Manager
ROSE & WOMBLE REALTY COMPANY-Virginia Beach, VA
August 2012 to July 2018
• My experience as a Rose & Womble Property Manager is as follows: Solicit Owners for New Management properties. Closed management deals.
• Sold Owners on our process and company standards.
• Proven industry experience in managing communities in diverse markets and, with a variety of physical, financial, or market challenges.
• Budgeted cash flow, read, analysed and interpreted financial statements and spreadsheets.
• Excellent verbal, written, and interpersonal communication skills.
• Customer Service oriented, and expert interaction with diverse people.
• Experienced and knowledgeable, fluency with property management operational systems and other computer software applications.
• Distance management, delegation, and multi-site skills.
• Extensive problem solving and resolution.
• Show properties to prospective Tenants.
• Review prospective Tenant Applications and make a final decision as to whether or not they qualify.
• Conduct preliminary, annual, and move out inspections of all properties.
• Prepare Lease documents.
• Prepare marketing REIN Input forms.
• Send out all correspondence to Owners and Tenants.
• Issue maintenance work orders, view repairs, maintain a good working relationship with all Vendors and Contractors, keeping Owners informed.
• Oversee the preparation and maintenance of all accounting and operations records, including resident compliance files, cash receipt journals, and other related reports and documentation Work with the
Maintenance Departments to ensure prompt, complete, and courteous service and repairs for residents and Owners.
Property Manager
PYLE REALTY, INC
January 2011 to July 2012
• Managed over 125 properties + Seasonal Rentals.
• The Property manager duties include answering and responding to all emails within 24 hours, answering all phone calls, returning voicemail messages, responding to all rental inquiries via internet, phone, and Appfolio.
• Composed advertisements for all rental properties, upload ads into MLS,Appfolio, Craigslist, and HomeAway.
• Composed all work order requests, send them to the proper Vendors, followed up on the work orders, checked the work to make sure it was done properly, take photos if needed, document all information, and notify property Owners.
• Conducted routine inspections of properties.
• Conducted move-in and move-out inspections.
• Entered and approve all vendor bills to be paid.
• Scheduled and showed all rental properties to prospective clients.
• Reviewed and completed all credit, background, rental history, and income verification on each prospective Tenant.
• Reviewed applications and determined whether or not they are to be accepted.
• Drew up all Lease and Addendum paperwork.
• Processed all deposit refunds.
• Contacted new property Owner prospects, drew up Management Agreements and necessary paperwork. Procured new Tenants and properties.
• Sent out 5 day pay quit letters, contact Owners to inform tenants of any late rents.
• Filed all necessary paperwork at the Courthouse, (UDI, WRIT...)
• Attend all court proceedings as the Pyle Realty representative.
• Advertised, and procured all Seasonal rental Tenants, processed all rent checks received, addressed and resolved, conflicts or concerns daily.
• Established excellent rapport with Owners, Tenants, Agents, Vendors, and all new prospects.
• I am proud to have brought in over 30 new properties in 1 year.
• Excellent Customer Service experience has helped me to understand the importance of listening and understanding what customers have to say and doing what I can to keep them positively satisfied.
Telephone Claims Representative/ Liability, Medical Adjuster GEICO DIRECT-Virginia Beach, VA
January 1998 to July 2007
Telephone Claims Representative
• I provided excellent customer service in a timely manner.
• Areas of responsibility included, outstanding multi-tasking abilities, handling an average of 2 to 10claims daily, and a pending of up to 175 files.
• My productivity monthly rating was 4.5 out of 5.
• Claims process included, detailed investigating of coverage, accident information, and injuries.
• Making claims liability and medical liability decisions, fraudulent claim filing, and resolving liability and bodily injury claims.
• Daily activities included taking initial loss reports, making first contacts with all parties involved, and sending underwriting referrals, sending suspicious fraudulent claim information to the Special Investigative Unit, and drafting coverage correspondence.
• Review and address incoming and outgoing mail, order police reports, contacted other insurance carriers, and medical providers, reviewed medical bills, notes, ICD-9 and CPT codes, and correspondence.
• I issued auto damage and medical bill payments, update diary, and worked files to closure at a 95%to 100% monthly closure ratio.
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Education
Trade school
Media Advertising (Some College)
Tidewater Community College
Skills
• Rent calculation
• Property valuation
• Commercial property management
• Luxury housing management
• Project management
• Balance sheet creation
• Data management
• Computer operation
• Procurement contract negotiation
• Pricing
• Organizational skills
• Contract drafting
• Microsoft Word
• Tenant employment verification
• Tenant criminal history checks
• Real estate administrative experience
• Security deposit management
• Performance evaluation
• Bookkeeping
• Right-of-first-refusal management
• Achieving sales targets
• Preparing month-to-month leases
• Online rent payment systems
• Rent late fee assessment
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• Accounting systems
• Data entry
• Digital marketing
• Manager experience
• Payroll
• Disciplinary action management
• Communication skills
• Office management
• Landlord-tenant law • Interviewing
• Accounts receivable
• LIHTC
• Insurance investigations
• Account Reconciliation
• Hospitality
• Vendor management
• Rent payment plan negotiation
• Cash flow management
• Estimating software
• Microsoft Office
• Data analytics tools
• Preparing ground leases
• CPT Coding
• Financial analysis
• Financial report writing
• Lease options management
• Property management - Property management experience (11-15 years)
• Lease compliance oversight
• Contract management
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• Commercial real estate transactions
• Account management
• Lead generation
• Sales
• Tenant identity verification
• Lease abstracting
• Rent adjustment
• Office experience
• General Ledger Accounting
• Tenant credit checks
• Team motivation (leadership skill)
• Microsoft Teams
• Managing real estate teams - Largest real estate team managed (1-5 team members)
• Real estate commission calculation
• Portfolio Management
• Typing
• Supervising experience
• Customer service
• Conflict Management
• Administrative experience
• Microsoft Access
• Budgeting (10+ years)
• Mentoring
• Market Analysis
• Renovation
• Accounting and finance experience
• Demographic analysis
• Financial data management
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• Real estate market territory expansion - New real estate market territories expanded into (6-10 territories)
• Client relationship management
• Residential real estate transactions
• Time management
• Task assignment
• Preparing leases with option to purchase
• Communication platforms
• Vacation rental management
• Managing property management teams - Largest property management team managed (1-5 team members)
• Marketing
• Cash handling
• Demand for possession notice issuing
• Conflict management
• General ledger reconciliation
• Journal Entries
• B2B sales
• Tenant account reconciliation
• Budgeting
• Lease document preparation
Asset management
Tax experience
Microsoft Outlook (10+ years)
Property rent collection
Lease amendment preparation
Financial forecasting
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Lease negotiation
Property Leasing (10+ years)
Outdoor work
Income verification
Litigation
Productivity software
• Staff training
• Rental history checks
• Analysis skills
• Underwriting
• Technical Proficiency
• CRM system proficiency
• Account reconciliation
• Upselling
• Accounts payable
• Accounts Payable
• Leadership
• Customer relationship management
• Fraud investigation
• Property tax preparation
• Social media management
• Accounting
• Client interaction via phone calls
• Vendor contract management
• Section 8
• General ledger accounting
• Financial Report Interpretation (5 years)
• Google Docs (10+ years)
• Multifamily properties
• Expense reports
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• Managing property management budgets - Largest property management budget managed
(More than $500,000)
• Cash flow statement preparation
• Affordable housing management
• Regulatory compliance
• Legal negotiation
• Real estate law
• Phone etiquette
Languages
English
Certifications and Licenses
Driver's License
Virginia Real Estate Sales License
April 2011 to April 2026
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