BRITTANY FULLER

• Owned member experience quality and escalation resolution across the Southwest market, ensuring timely issue resolution and consistently high service standards.
• Managed regional housekeeping operations and property partner relationships, including vendor invoicing, contractor coordination, and communication between vendors, accounting, clients, and property owners.
• Led a team of Hospitality Managers through interviewing, hiring, onboarding, training, performance management, and career development while ensuring alignment with company values and operational best practices.
• Monitored key hub KPIs including NPS, CSAT, cleaning quality, growth, and market expenses. Delivered weekly performance updates to regional and executive leadership, highlighting trends, successes, and opportunities for improvement.

• Managed lease-up and daily operations for 700 units across four communities, aligning leasing, maintenance, and resident service priorities to drive efficient property performance.
• Coordinated rent collection and delinquency follow-up, maintaining an average delinquency rate of 4% across the portfolio while ensuring consistent financial performance.
• Oversaw lease enforcement and compliance, including resident application approvals, concessions, renewals, inspections, notices, evictions, and collection of late fees and other lease-related charges.
• Conducted regular property inspections to maintain high standards for safety, cleanliness, curb appeal, and overall property conditions across buildings, grounds, and amenities.
• Increased resident satisfaction and strengthened community relationships through strategic planning and innovative retention programs, helping reduce turnover and build a stronger sense of community across multiple properties.

• Conducted apartment tours and showcased community amenities, tailoring presentations to prospective residents’ needs to support leasing goals.
• Explained lease terms, community policies, and move-in procedures while assisting residents with renewals, transfers, and account inquiries.
• Provided exceptional resident service through professional communication, relationship building, and a consistent solutions-focused approach.
• Conducted property inspections and identified maintenance and improvement needs to ensure communities remained clean, attractive, and move-in ready.
• Supported advertising and marketing initiatives to increase property visibility, generate qualified traffic, and drive occupancy.

• Enforced compliance standards and improved workflows to increase operational reliability, service quality, and team productivity.
• Led process improvements that reduced resolution times, strengthened service consistency, and increased customer satisfaction.
• Coached team members through biweekly 1:1s, reviewing performance metrics, providing actionable feedback, and facilitating workshops to strengthen collaboration and execution.
• Developed a daily Excel performance dashboard tracking hold time, abandon rate, and outcomes to support data-driven decision-making.

Participated in a dual-enrollment program, earning college credits while also completing high school coursework and requirements.