Multifamily Property & Operations Management Leader

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CATHERINE MARCILLO

Jacksonville, Florida 469-***-**** ****************@*****.***

PROPERTY & OPERATIONS MANAGEMENT LEADER

Results-driven property and operations management professional with 15+ years of experience overseeing multifamily communities, field operations, teams, vendors, budgets, compliance, and client relationships. Proven record of improving occupancy, increasing rental revenue, controlling operational costs, and maintaining high service standards. Experienced in managing multiple properties and teams of up to 11 employees, developing vendor partnerships, resolving client concerns, and executing operational initiatives. Bilingual in English and Spanish. CORE COMPETENCIES

• Multifamily Property Management • Field & Operations Management • Team Leadership & Staff Development

• Budgeting & Financial Performance • Occupancy & Revenue Growth • Vendor & Contractor Management

• Client & Resident Relations • Leasing & Retention • Compliance & Inspections

• Project Management • Contract & Invoice Management • Collections & Delinquency

• Sales Support & Bidding • Quality Assurance • Salesforce PROFESSIONAL EXPERIENCE

Field Service Manager

Valet Living / MultiPro Property Solutions Feb 2023 – Dec 2025

• Managed daily field service operations across multiple multifamily communities, ensuring timely and consistent service delivery.

• Recruited, onboarded, and supervised independent contractors while maintaining performance and service-quality standards.

• Developed and maintained strong relationships with property managers, serving as a primary point of contact for operational issues and service concerns.

• Conducted regular property visits, inspections, and quality-control checks to identify issues and ensure contract expectations were met.

• Supported sales initiatives by contributing to service proposals, bids, scopes of work, and client opportunities.

• Enforced company safety procedures and applicable regulatory requirements across field operations.

• Partnered with internal teams to coordinate scheduling, staffing, customer service, and successful project execution.

• Maintained accurate operational and client records in Salesforce. Community Director

Highmark Residential, LLC Mar 2021 – Feb 2023

• Directed daily operations for a multifamily community while leading a team of 5 employees.

• Managed property budgets, financial performance, expenses, and operational priorities to achieve business objectives.

• Increased community occupancy to 100% through effective leasing, resident retention, and operational strategies.

• Implemented a 7% rent increase, contributing to 11% annual rent growth.

• Managed vendor relationships, proposals, scopes of work, and invoice approvals to support efficient property operations.

• Ensured compliance with company policies, local requirements, and property standards.

• Successfully completed First Housing and lender inspections, maintaining property readiness and compliance.

• Addressed resident and property concerns while maintaining a high standard of customer service. Community Manager

TRG Management, LLC Mar 2018 – Mar 2021

• Managed operations for two multifamily assets while supervising and developing a team of 11 employees.

• Prepared annual budgets, financial reports, and performance overviews for ownership and management.

• Increased portfolio occupancy to 98.7% through focused leasing and operational management.

• Implemented a 6.2% rent increase, contributing to 5%+ annual revenue growth.

• Managed vendor relationships, proposals, scopes of work, and invoice processing.

• Ensured properties remained compliant with city requirements, corporate policies, and operational standards.

• Coordinated day-to-day property operations, staffing, resident concerns, and maintenance priorities. Community Manager

Cottonwood Residential, LLC Nov 2012 – May 2017

• Managed operations for two multifamily communities and supervised a team of 11 employees.

• Prepared budgets, financial reports, and investor performance overviews.

• Maintained 98.7% occupancy through effective leasing, resident relations, and operational oversight.

• Successfully implemented an 11% rent increase while supporting strong year-over-year property growth. Page 2

• Managed vendor proposals, service agreements, and invoice audits to maintain quality and financial accountability.

• Ensured compliance with regulatory requirements, company policies, and community standards.

• Directed daily operations, staffing, resident relations, leasing activity, and property performance. Assistant Manager

Fath Properties Mar 2008 – Nov 2012

• Promoted from Leasing Consultant

• Supported the Community Manager in daily property operations, administration, leasing, and resident relations.

• Reviewed leases, move-out documentation, and resident account activity for accuracy and compliance.

• Managed collections, delinquency follow-up, and eviction processes in accordance with company procedures.

• Performed bookkeeping, reporting, and administrative functions.

• Coordinated make-ready activities, property showings, leasing leads, and move-in/move-out processes.

• Conducted market analyses and comparable-property research to support pricing and leasing strategies.

• Assisted with daily office operations and helped maintain strong customer service standards. EDUCATION

Associate Degree

Brookhaven College 2001

ADDITIONAL SKILLS

Property Management Multifamily Operations Field Operations Project Management Budget Management Revenue Growth Occupancy Management Vendor Management Contractor Management Compliance Inspections Customer Service Leasing

Collections Salesforce

Languages: English & Spanish

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