Amy Rawlings

• Responsible for operational performance of 3400+ residential and mixed-use apartment homes, including high-rise, mid-rise, townhouse and garden styles across Massachusetts and Rhode Island.
• Directed and supervised a team of 57 highly engaged associates within 13 properties to meet and exceed operational, financial and customer service/NPS objectives/goals.
• Oversaw 1500+ affordable housing homes across the Ma. portfolio, set up reporting structure for the company and defined compliance requirements.
• Developed onsite and corporate positions, including job descriptions to support affordable housing programs, state agencies, financing and local partners.
• Managed assets through varies stages of development, lease ups, redevelopments, targeted spot renovations, brand remerchandising of amenity areas and common areas.
• Successfully partnered with the investment group to acquire new communities, set revenue/ budget targets and staffing decisions.
• Collaborated with internal groups (LRO/Revenue Management, Legal, Risk management, Marketing, Finance) to support operational performance and communication.
• Reduced operational costs by $400,000 implementing a new staffing model and incorporating a regional staffing solution.
• Improved regional NPS/ORM rates; creating a Customer Service Group/Communications Group to support corporate and onsite's customer services goals.
• ORM/NPS/Revenue dashboards to provide insights into key performance indicators.
• Developed comprehensive stabilized, lease up and class 111 project budgets, ensuring cost-effective resource allocation while maintaining quality standards.
• Facilitated portfolio performance reviews with maintenance partner and onsite managers to implement new revenue and expense reduction strategies to increase portfolio performance.
• Implemented ORM/NPS/Revenue dashboards to provide insights into key performance indicators.
• Conducted post-project reviews/Lessons Learned to identify areas for improvement in future initiatives.
• Created a collaborative work environment that encouraged innovation, continuous learning leading to the development of high functioning teams and engaged associates.
• Developed multiple corporate initiatives to reduce damage receipt expenses, increase revenue by installing hard surface flooring for a premium.
• Developed an on demand Spot Renovation program and capital budgets to update apartment homes capturing a premium to increase revenue.

Onsite Position - Responsible for operations of 5 communities.

Single Site - Operations Manager