Summary
Overview
Work History
Education
Skills
References
Timeline
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CaNisha Lacey

Salt Lake City,UT

Summary

An energized and extroverted leader possessing exceptional organizational, administrative skills and communication skills, both written and verbal with the ability to priorities and mange several different tasks at once. Steadfast leader with a track record of helping with improvements within the apartment community and optimizing internal operations. Proficient in drafting, negotiating, and managing lease agreements. Experience in overseeing maintenance operations and ensuring property upkeep. Skilled in creating and managing property budgets and keeping abreast of market trends to optimize property profitability.

Overview

8
8
years of professional experience

Work History

New Development, Community Manager

Ivory University House
04.2023 - Current
  • Responsible for managing all phases of onsite operations, including personnel, leasing, maintenance, finances, administration, and risk management during lease-up and development
  • Establish leasing benchmarks and a strategic marketing plan for achieving the budgeted occupancy goals both during lease-up and into stabilization
  • Plan and implement grand opening events, establish in-market partnerships with local businesses and contractors, create brand awareness through marketing outreach
  • Analyze market trends, competition, and other factors; utilize this information to adjust marketing strategy aimed at remaining competitive
  • Direct the day-to-day activities of loss prevention, risk management, safety/security, maintenance, marketing, leasing and ongoing facility upkeep
  • Develop working income for operating the property, by managing cash flow requirements and leasing strategy
  • Analyze and produce monthly financial statements including operating variances from budget, cash management and strategies for collection of receivables
  • Maintain complete and accurate community files and records, including finalized audits to ensure lease data has been input correctly into management software
  • Coordinate collection and documentation of all revenues following lease obligations of residents
  • Engage, contract, supervise and approve invoices for all goods/services required to maintain the community
  • Successfully lead on-site maintenance technicians, office staff and leasing team members
  • Manage resident relations as they pertain to coordinating requests for repairs and maintenance, understanding of rent charges, lease issues and other resident concerns.
  • Enhanced online community engagement by creating and implementing tailored content strategies.
  • Managed social media channels effectively for improved brand visibility and increased audience interaction.
  • Organized regular community events, fostering a sense of belonging among members and promoting networking opportunities.
  • Established strategic partnerships with relevant organizations, expanding the reach of the community and generating new opportunities for collaboration.
  • Conducted member surveys to gather feedback on various aspects of the community, using data to inform future improvements.
  • Provided exceptional customer service through prompt responses to inquiries from both existing members and prospective clients via email or social media platforms.
  • Worked with maintenance staff to complete timely repairs and enhancements.
  • Planned and executed promotional activities to drive community engagement and increase occupancy numbers.
  • Handled all tenant logistics and leases and effectively scheduled appointments, showings, move-ins and move-outs.
  • Conducted regular inspections to identify needed improvements and maintain highest standards.
  • Maintained knowledge on lease and renewal rates to advocate for appropriate changes.

Community Manager

Torchlight Townhomes
07.2022 - 03.2023
  • Demonstrates a positive, professional, and client-oriented attitude about the company with team members, residents, clients, and the public
  • Strive for improvements in community performance to meet or exceed annual financial and operational goals while developing working income for operating the property, by managing cash flow requirements and leasing strategy
  • Direct the day-to-day activities of loss prevention, risk management, safety/security, maintenance, marketing, leasing, and ongoing facility upkeep and engage, contract, supervise and approve invoices for all goods/services required to maintain the community
  • Successfully leads on-site maintenance technicians, office staff and leasing team members while managing resident relations as they pertain to coordinating requests for repairs and maintenance, understanding of rent charges, lease issues and other resident concerns.
  • Implemented analytics tools to track community performance, identifying areas for improvement and adjusting strategies accordingly.
  • Organized regular community events, fostering a sense of belonging among members and promoting networking opportunities.
  • Enhanced online community engagement by creating and implementing tailored content strategies.
  • Managed social media channels effectively for improved brand visibility and increased audience interaction.
  • Developed a comprehensive communication plan to streamline internal processes and ensure consistent messaging across platforms.
  • Collaborated with cross-functional teams, optimizing marketing initiatives that supported community growth.
  • Established strategic partnerships with relevant organizations, expanding the reach of the community and generating new opportunities for collaboration.
  • Facilitated open dialogue among community members by moderating discussions and addressing concerns in a timely manner.
  • Promoted a positive company culture within the online community by highlighting employee achievements and sharing team success stories.
  • Provided exceptional customer service through prompt responses to inquiries from both existing members and prospective clients via email or social media platforms.
  • Trained new staff members on effective use of digital tools for managing communications within the online community environment efficiently.
  • Continuously assessed community goals and objectives, making data-driven decisions to align strategies with overall organizational priorities.
  • Worked with maintenance staff to complete timely repairs and enhancements.
  • Produced reports about community activities to keep owners, directors and property managers informed.
  • Evaluated property conditions and recommended improvements.
  • Planned and executed promotional activities to drive community engagement and increase occupancy numbers.

Assistant Community Manager

Torchlight Townhomes
05.2021 - 07.2022
  • Collect rent and issue a receipt for payment
  • Speak to tenants and their guarantors about delinquency; and if need to be, negotiate payment plans
  • Visit tenants to discuss delinquency and inspect if tenant has vacated unit
  • Provide accurate records with regards to past due accounts and process collection of past due accounts
  • Notify residents and guarantors of any current/past due accounts and collect
  • Collects and upload all invoices to ensure they are paid within net30
  • Ensures all Final Moveout Statements are completed within 30-days of tenant move-out
  • Assist with resident events and creating the ideas
  • Completes Pre-Close and Month-End each month
  • Answers leasing phone calls and processing online inquiries
  • Ensures efficient and courteous response to all resident request.
  • Assisted in reducing vacancy rates through effective marketing strategies and community outreach efforts.
  • Enhanced tenant satisfaction by addressing concerns promptly and maintaining open lines of communication.
  • Streamlined rent collection processes, resulting in improved on-time payments and reduced delinquencies.
  • Organized community events to foster relationships among residents and promote a sense of belonging.
  • Collaborated with maintenance team to ensure timely completion of service requests, contributing to overall resident satisfaction.
  • Supported property manager by preparing monthly reports that tracked occupancy, rent collection, and budget performance.
  • Aided in the development of leasing strategies for optimal tenant retention and minimized turnover rates.
  • Performed market research on competitors'' pricing, features, and amenities to maintain a competitive edge within the local rental market.
  • Facilitated move-in process for new residents by coordinating lease signing, apartment inspections, and key handovers while adhering to all legal requirements.
  • Contributed to property''s online presence by managing social media accounts and updating website content regularly with current information and promotions.
  • Managed vendor relationships, negotiating contracts for services such as landscaping, pest control, and waste removal to maximize property appeal while staying within budget constraints.
  • Processed applications efficiently by verifying income documentation, credit history checks, criminal background screens, ensuring compliance with fair housing regulations at all times.
  • Coordinated with property management team on capital improvement projects aimed at increasing asset value through strategic updates or renovations across the community spaces or individual units.
  • Provided support during emergencies such as natural disasters or power outages by implementing preparedness plans delivering quick solutions minimizing potential negative impact on residents.
  • Assisted in the creation and implementation of resident retention programs, resulting in increased lease renewals and decreased turnover rates.
  • Contributed to budget planning and monitoring by providing accurate data on property performance, ensuring wise allocation of resources.
  • Collaborated with local businesses to arrange partnerships or discounts exclusive to community residents, enhancing their overall living experience.
  • Handled all tenant logistics and leases and effectively scheduled appointments, showings, move-ins and move-outs.
  • Planned and executed promotional activities to drive community engagement and increase occupancy numbers.
  • Collected rental payments from residents and kept meticulous records of delinquent accounts.
  • Worked with maintenance staff to complete timely repairs and enhancements.
  • Inspected buildings, vacant units, and common areas regularly to identify repairs needing immediate attention.
  • Evaluated property conditions and recommended improvements.
  • Maintained knowledge on lease and renewal rates to advocate for appropriate changes.
  • Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.

Collections Specialist

Citibank
06.2020 - 05.2021
  • Utilizes advanced negotiation skills to resolve delinquency issues
  • Researches problems, such as skip tracing, to develop external contacts
  • Increase the Recovery of the past due portfolio of the different collection portfolios
  • Provide the telephone collection service to the client
  • Ensure compliance with quality objectives and compliance with institutional policies
  • Supports a range of products services
  • Applies detailed knowledge of a wide range of specialized administrative technical skills.
  • Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Streamlined the collections process by creating and maintaining detailed records of customer account statuses and communications.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Enhanced department productivity with ongoing training and development programs for collections staff members.
  • Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
  • Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
  • Increased efficiency in resolving disputes by conducting thorough investigations into customer claims, ultimately resulting in prompt resolutions.
  • Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
  • Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
  • Developed customized reports for management, tracking key performance indicators related to collections efforts and results obtained.
  • Assisted sales representatives in credit evaluations for new customers, minimizing risk exposure for the company moving forward.
  • Analyzed historical data trends to identify areas of improvement in future collection tactics, informing strategic decision-making processes.
  • Collaborated with legal counsel when necessary to ensure proper adherence to regulations and protect the company''s interests during collections actions.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Trained new team members on scripts, company services, and collection strategies.
  • Used skip tracing and other techniques to locate debtors.

Account Manager

The District on Kernan
05.2019 - 04.2020
  • Collect rent and issue a receipt for payment
  • Speak to tenants and their guarantors about delinquency; and if need to be, negotiate payment plans
  • Visit tenants to discuss delinquency and inspect if tenant has vacated unit
  • Coordinate the daily deposits of accounts receivable with the Manager, including completion of daily deposits and batch work
  • Provide accurate records with regards to past due accounts and process collection of past due accounts
  • Notify residents and Guarantors of any past due accounts and collect
  • Update occupancy reports on a weekly basis
  • Track all lockouts and process charges for all lock changes and lost keys
  • Ensures all Final Moveout Statements are completed and mailed off within 30-days of tenant move-out.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Developed customized account plans for clients to help them achieve their business goals.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Streamlined internal processes for better efficiency in account management tasks.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Monitored industry trends to provide informed recommendations on new products or services that could benefit clients'' businesses.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Improved overall team productivity by implementing best practices in organization and time management.
  • Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.

Operations Team Lead Assistant

Remote Position
06.2017 - 05.2019
  • Actively recruits, hires, trains, and develops all team members in accordance with the properties brand and company
  • Exemplifies customer experience mindset when working with customers, team members, and external partners
  • Ensures the team members are familiar with relevant housing application and assignment procedures, the features of the community, and that they are assigned to assure sufficient office coverage
  • Holds all team members accountable for delivering exceptional customer experience, following Fair Housing policies, meeting revenue, sales and financial goals
  • Provides continuous coaching around professional development opportunities and performance expectations
  • Escalates relevant information to Operations, Asset Management, Legal, Accounting, HR, Talent, Training, etc., for notification and/or resolution
  • Responsible for the management and escalation of any emergencies that happen on property 24/7
  • Collaborates with the Leasing Manager to identify sales issues, develop sales strategies and ensure revenue targets are met
  • Prepares annual property budgets to encompass all areas including maintenance and capital projects, marketing, payroll, and other budgetary items.
  • Improved operational efficiency by streamlining processes and implementing time-saving strategies.
  • Led a team of professionals to achieve project goals on time and within budget constraints.
  • Coordinated cross-functional teams, fostering collaboration and ensuring timely completion of projects.
  • Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives.
  • Identified areas for improvement in operations, leading to cost savings and increased productivity.
  • Managed complex projects with multiple deadlines, ensuring all objectives were met successfully.
  • Enhanced client satisfaction by resolving issues promptly and maintaining open lines of communication.
  • Conducted regular performance evaluations, providing constructive feedback to promote professional growth within the team.
  • Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.
  • Assisted upper management in developing long-term strategic plans for departmental growth and success.
  • Championed continuous improvement initiatives within the team, promoting a culture of innovation and excellence in operations management.
  • Developed strong partnerships with internal stakeholders that contributed significantly towards achieving broader company objectives.
  • Managed internal operational standards and productivity targets.
  • Collected, arranged, and input information into database system.
  • Gathered, organized and input information into digital database.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Generated reports detailing findings and recommendations.
  • Created and managed project plans, timelines and budgets.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.

Full Time Leasing Agent

Campus Quarters
06.2016 - 06.2017
  • Strives for 100% occupancy through retention of existing residents, leasing current availability and pre-leasing of future availability
  • Complete all lease applications and lease file paperwork
  • Maintain accurate lease file documentation in accordance with company policy; participate in lease file audits as assigned by the Community Manager
  • An expert on current market conditions and trends, due to shopping competition
  • Maintains cleanliness of the tour path to ensure for a positive first impression of the community
  • Demonstrate a positive and professional attitude with team members, residents, prospective residents, and vendors
  • Participate in and assist with planning community events
  • Assist with various additional community projects as assigned by the Community Manager.
  • Increased client satisfaction by promptly addressing inquiries and providing accurate information about property features and amenities.
  • Enhanced community visibility through strategic marketing initiatives, including online advertisements and open house events.
  • Expedited the leasing process for prospective tenants by efficiently managing application paperwork and conducting background checks.
  • Maintained a high level of resident satisfaction by resolving maintenance requests quickly and professionally.
  • Improved property appearance with consistent inspections, identifying areas in need of repair or updates.
  • Conducted thorough market research to ensure competitive pricing strategies that attracted potential renters.
  • Organized community events to foster a positive living environment and increase resident retention rates.
  • Streamlined administrative tasks such as lease renewals, rent collection, and tenant communication to maximize efficiency.
  • Assisted property managers in budget development, financial reporting, and expense tracking to optimize operational costs.
  • Provided exceptional customer service when showing properties to prospects, leading to increased signed leases.
  • Established rapport with potential tenants during tours, highlighting community features tailored to their specific needs and preferences.
  • Managed move-in process smoothly by coordinating schedules with new residents and ensuring all necessary documentation was completed accurately.
  • Generated leads through various marketing channels such as social media platforms, email campaigns, and print advertising materials.
  • Developed comprehensive knowledge of local market trends, enabling the ability to provide informed recommendations on rental rates and promotions for optimal results.
  • Trained and mentored new leasing agents, fostering teamwork and a supportive work environment.
  • Ensured compliance with fair housing laws and company policies to promote an inclusive and welcoming community for all residents.
  • Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
  • Participated in property inspections to prepare for move-ins and move-outs.
  • Resolved conflicts between tenants regarding noise, encroachments, and parking.
  • Recruited new residents through website advertising and marketing.

Community Assistant

Campus Quarters
10.2015 - 06.2016
  • Ensures all prospecting customers are greeted and met
  • Leads and operate marketing and social media efforts for the company
  • Plan and execute resident events
  • Ensures all notifications of past due accounts, the proper collection of all funds and move-in related fees
  • Track and report daily delinquency
  • Coordinate the daily deposits of accounts receivable and ensures each invoice received is paid in timely manner
  • Orient new residents to property
  • Ensures the schedule is made and posted weekly using ADP and SLACK
  • Updates make ready board with all new placement, while placing all future residents and ensure they have all their welcome home needs
  • Solves resident complaints with a positive attitude and friendly manner
  • Works directly with vendors to ensure every project is completed on property.
  • Enhanced community engagement by organizing and implementing events and activities.
  • Assisted in the development of marketing materials to increase awareness of community programs and services.
  • Improved resident satisfaction by addressing concerns, providing resources, and offering support as needed.
  • Collaborated with the property management team to ensure timely maintenance requests were completed, enhancing resident satisfaction.
  • Contributed to increased resident retention rates by fostering strong relationships within the community.
  • Supported new residents in their transition to the community by providing information on available resources and amenities.
  • Provided exceptional customer service during interactions with both prospective and current residents.
  • Scheduled and coordinated social events that fostered a sense of belonging among community members.
  • Established rapport with diverse populations through active listening skills and empathy, promoting an inclusive living environment.
  • Assisted in managing social media accounts to engage residents effectively while showcasing upcoming events and initiatives.
  • Liaised between residents, management staff, campus police, or other authorities when necessary for safety purposes or conflict mediation.
  • Monitored common spaces for cleanliness and safety compliance while promptly addressing any issues that arose.
  • Evaluated program success using surveys or other feedback methods to identify areas for improvement or future event planning considerations.
  • Managed room assignments while ensuring smooth check-in/check-out processes during community transitions.
  • Tracked prospects and responded to new inquiries to increase conversion rates.

Education

MBA. - Human Resources Mgmt

University of West Alabama

M.A. - Integrated Marketing Communication

University of West Alabama
12.2022

B.A. - Communications

University of South Alabama
05.2019

Skills

  • Facility Repair Reporting
  • Daily Operations Management
  • Financial Budgeting and Reporting
  • Maintenance Oversight
  • Daily Operations Oversight
  • Leasing and Sales
  • Workplace Safety
  • Vendor Management

References

References available upon request.

Timeline

New Development, Community Manager

Ivory University House
04.2023 - Current

Community Manager

Torchlight Townhomes
07.2022 - 03.2023

Assistant Community Manager

Torchlight Townhomes
05.2021 - 07.2022

Collections Specialist

Citibank
06.2020 - 05.2021

Account Manager

The District on Kernan
05.2019 - 04.2020

Operations Team Lead Assistant

Remote Position
06.2017 - 05.2019

Full Time Leasing Agent

Campus Quarters
06.2016 - 06.2017

Community Assistant

Campus Quarters
10.2015 - 06.2016

MBA. - Human Resources Mgmt

University of West Alabama

M.A. - Integrated Marketing Communication

University of West Alabama

B.A. - Communications

University of South Alabama

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