Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Bronisha "Nicole" Baylor

Washington ,DC

Summary

Versatile and results-driven operations professional with over 10 years of experience in facilities coordination, vendor management, inventory control, logistics, and administrative support. Currently serving as Director of Resident Services, managing high-volume property operations, vendor contracts, and maintenance workflows. Skilled in mail/package systems, work order tracking, digital records, and reporting using Yardi Voyager and Microsoft Office Suite. Recognized for strong leadership, proactive problem-solving, and delivering efficient, service-focused support in fast-paced environments. Well-prepared to contribute to government operations with a comprehensive understanding of support service functions.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Director of Residential Services

Bozzuto Management Company
Washington, DC
08.2017 - Current
  • Coordinated daily support services for luxury residential community, overseeing mailroom, supply procurement, and inventory tracking.
  • Acted as primary liaison with external vendors for maintenance, pest control, HVAC, and renovation projects.
  • Managed building inspections to ensure compliance with safety and service standards in common areas and amenities.
  • Oversaw fleet usage for concierge and security vehicles, coordinating vendor access and emergency logistics.
  • Executed move-in/move-out logistics, managed clubroom rentals, elevator reservations, and amenity key access protocols.
  • Conducted property audits and coordinated emergency response for floods, lockouts, and after-hours service requests.
  • Led scheduling and training for concierge staff, performing weekly shift audits and enforcing SOPs for services.
  • Processed resident correspondence and packages through Yardi CRM and USPS/FedEx platforms.

Department Supervisor With Keys

H&M Hennes & Mauritz
Washington , DC
02.2013 - 06.2017
  • Oversaw store operations, inventory management, and staff development across multiple locations.
  • Coordinated store layouts and visual merchandising to enhance seasonal promotions.
  • Maintained secure deposit records, safe logs, and conducted daily bank runs.
  • Developed policies for key control, distribution processes, and tracking systems.
  • Collaborated with IT personnel to integrate electronic access systems into existing infrastructure.
  • Established team goals and monitored individual progress towards objectives.
  • Created operational reports for review by upper-level management.
  • Managed supply inventory levels to ensure efficient daily operations.

Customer Service & Sales Roles

Kohl’s, Charlotte Russe, Chick-Fil-A
Washington, DC
06.2007 - 08.2013
  • Delivered high-volume customer support, processing transactions and maintaining order logs.
  • Assisted customers with product selection, billing, returns, and technical support.
  • Resolved customer complaints promptly, ensuring effective issue resolution.
  • Maintained detailed records of customer interactions for future reference.
  • Developed positive relationships through friendly and personalized assistance.
  • Identified upselling opportunities based on customer needs to enhance sales.
  • Answered inquiries via phone, email, and chat with accurate information.
  • Gathered customer feedback to inform service improvements and enhancements.

Principal Assistant Secretary

Glassmanor Hill Elementary School
Oxon Hill, MD
08.2011 - 05.2013
  • Managed front office support, including mail processing, phone logs, and visitor coordination.
  • Composed and edited complex memos and reports using job-related software.
  • Updated documentation systems to enhance organization and productivity.
  • Conducted research and compiled statistical reports, ensuring accurate information dissemination.
  • Organized files and developed spreadsheets while maintaining an orderly reception area.
  • Coordinated catering services for sales trainings and departmental meetings.
  • Welcomed visitors and efficiently managed incoming calls at front desk.
  • Maintained office equipment functionality and stocked supplies to support operations.

Education

High School Diploma -

Westlake High School
Waldorf
06-2013

Some College (No Degree) - Information Technology

Bowie State University
Bowie, MD

Some College (No Degree) -

Southern New Hampshire University
Hooksett, NH

Skills

  • Facilities & Operations Management:
    Facility oversight, supply and inventory control, space planning, equipment maintenance, and mailroom logistics
  • Vendor & Contractor Coordination:
    Vendor scheduling, supervision, contract compliance, service tracking, and stakeholder communication
  • Administrative Support & Records Management:
    Work order tracking, digital recordkeeping, report preparation, and audit readiness
  • Fleet & Logistics Oversight:
    Vehicle scheduling, vendor access coordination, and maintenance issue reporting
  • Technology Proficiency:
    Yardi Voyager/CRM, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams), and internal communication systems
  • Team Leadership & Staff Development:
    Concierge training, shift scheduling, conflict resolution, and emergency response coordination
  • Customer Service & Communication:
    Professional written/verbal communication, resident support, issue de-escalation, and policy enforcement
  • Professional Strengths:
    Highly organized, adaptable, multitasker, self-motivated, detail-oriented, and solution-driven

Certification

  • Valid Driver’s License – Maryland
  • CompTIA IT Fundamentals (ITF+) – In Progress
  • CompTIA A+ Certification – In Progress
  • OSHA Safety Awareness – General Workplace Compliance
  • CPR & First Aid Certified – American Red Cross
  • Backflow Prevention Training – Completed
  • Yardi Voyager / CRM System Proficiency
  • Microsoft Office Suite Certification – Proficient in Outlook, Word, Excel, PowerPoint, Teams
  • Salesforce Trailhead Modules – In Progress (Foundational CRM Navigation & Data Management)
  • Google Workspace (G Suite) Productivity Tools – Proficient
  • Emergency Response & Conflict Resolution Training – Onsite Leadership Role
  • Resident Service & Customer Experience Training – Bozzuto Certified

References

References available upon request.

Timeline

Director of Residential Services

Bozzuto Management Company
08.2017 - Current

Department Supervisor With Keys

H&M Hennes & Mauritz
02.2013 - 06.2017

Principal Assistant Secretary

Glassmanor Hill Elementary School
08.2011 - 05.2013

Customer Service & Sales Roles

Kohl’s, Charlotte Russe, Chick-Fil-A
06.2007 - 08.2013

High School Diploma -

Westlake High School

Some College (No Degree) - Information Technology

Bowie State University

Some College (No Degree) -

Southern New Hampshire University

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