CASSANDRA CARRILLO
Summary
National Apartment Association Certified Apartment Portfolio Supervisor (CAPS). Seasoned Regional Manager dedicated to streamlining operations and maximizing team performance. Driven to improve processes and reduce costs with hands-on management style. Bringing strong communication, planning and problem-solving abilities demonstrated over 18years of experience.
Overview
18
18
years of professional experience
Work History
Manager Evictions and Support
Progress Residential
2023.01 - Current
- Manage evictions across 26 different states for single family homes
- Manage a busy call center that assists residents with but not limited to; rental assistance, payment arrangements, consent agreements,answer questions about their ledger, legal updates, and evictions halts
- Manage a case management team that acts as a liaison for the legal team and answers resident questions in the eviction’s status or delinquent accounts
- Manage the Quality Assurance team that oversees and audits all calls, case management, emails, court filing, and dashboard functions
- Oversee payment sheet team that decides which funds to accept or decline for residents in the eviction’s status.
Area Director
ParaWest
2020.02 - 2022.04
- Management – Phoenix and Tucson 457 units
- Monitored day to day, weekly, monthly, quarterly, and annual operations
- Implemented new strategies, policies, and procedures during a pandemic to exceed portfolio's budget, customer service, and team moral
- Implemented new delinquency and eviction strategies to ensure residents pending legal would be evicted during the pandemic
- I won every case challenged under the CDC
- In the pasts 2 years all 5 properties market rents increased by an average of 17%, rental income increased by an average 12%, and NOI increased over an average of 20% (3 of the five properties)
- Conducted monthly one on one meeting with managers to review budgets, and financials
- Spearheaded monthly manager meetings for trainings
- Analyzed financial performance of area by monitoring budgets and expenses, reviewing financial statements and recommending appropriate actions
- Determined performance benchmarks and completed ongoing evaluation of employee work
- Planned sequence of operations and established schedule
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Trained new employees on proper protocols and customer service standards
- Assisted in recruiting, hiring, and training of team members
- Trained and guided team members to maintain high productivity and performance metrics
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Regional Manager
Chamberlin and Associates
2018.09 - 2020.01
- Albuquerque NM-1,300 Units
- Monitor community managers' weekly, monthly, and yearly financial and physical expectations, ensure compliance with policies, procedures and client expectations
- Specialize in maintaining client relationships, create and maintain annual budgets and orchestrate due diligence teams for new acquisitions and assemble due diligence packages for clients
- Oversee $4+ million in renovations across 4 managed properties which are all within budget and on schedule
- Review and approve monthly financials for clients
- Ensure property managers meet monthly targets which include but are not limited to 95% occupancy, delinquency under 1% and collect budget income or better.
Area Director
ParaWest Management
2016.04 - 2018.08
- Dallas, TX 2,200 units
- Assist in the development and monitoring of ParaWest policies and procedures related to property management
- Recruit, train, develop, and supervise a team of Property Managers
- Share responsibility for maintaining the physical asset and performance of assigned assets
- Coordinate all leasing, marketing, operational, maintenance and financial activities of the assets within portfolio to ensure that business objectives are achieved
- Monitor and manage the completion of various daily, weekly, and monthly reports
- Approve and process payment of invoices
- Prepare payroll
- Maintain clear, open communication with staff and community
- Annual budget preparation
- Prepare recap for monthly financial reports
- Process and review accounting month end reports
- Successfully comprehend and implement projects to completion
- Oversee multiple properties in different states
- Handle resident issues to reduce corporate involvement.
Property Manager
ParaWest Management
2005.06 - 2016.04
- Put maintenance teams together to start and complete daily duties, and special projects in an efficient, timely manner with quality results
- Monitor maintenance activities to ensure efficient and preventive maintenance program
- Create maintenance calendars for quarterly inspections: gutters, roof cleaning, interior, exterior and safety inspections, and air conditioning
- Monthly property walks and light inspections
- Property walks with landscaper: check sprinklers, grass, and keep landscaping on point for maximum curb appeal
- Resident health and safety checks
- Hire, train, evaluate and supervise all on-site and remote employees
- Prepare and conduct performance reviews
- Handle disciplinary action including terminations and counseling summaries, and communication to Area Director
- Conduct regular staff meetings
- Analyze and monitor the community market to anticipate market changes or trends that could affect the profitability of the community
- Monitor closing ratio of leaser(s)
- Interview, approve, and reject applicants
- Implement leasing team retention and renewal programs.
Education
Certified Apartment Portfolio Supervisor (CAPS) National Apartment Association -
2016
Arizona Real Estate License - undefined
Arizona School of Real
2006
General Studies
Mesa Community College
2002
School Diploma - undefined
West Wood High School High
2000
Skills
- Delinquent account specialist
- Managed over 2,200-unit portfolio supervised over 80 employees simultaneously
- Resolution oriented
- Excellent communicator Time efficient in all projects and
- Budgeting Expertise tasks
- Excellent employee relations
- Recruitment, Staff Coaching and Training
- Critical Thinking
- Financial Forecasting
- Constructive Feedback
- Health and Safety Procedures
- Financial Statement Review
- Reporting and Performance Analysis
- Overseen Renovations
Accomplishments
- Initiated roof repair project which resulted in a saving cost of over 90% of the asking bid
- Spearheaded new collection program that collected 70% of bad debt over the course of 2 years and helped minimize bad debt
- Petitioned to remove a non-functional fire panel at a property which resulted in saving the client over $150k
- Cost to replace panel was over $175k, total cost to client was $22k
- AMA 2020- Wexler Apartments won best renovated property of the year
Timeline
Manager Evictions and Support
Progress Residential
2023.01 - Current
Area Director
ParaWest
2020.02 - 2022.04
Regional Manager
Chamberlin and Associates
2018.09 - 2020.01
Area Director
ParaWest Management
2016.04 - 2018.08
Property Manager
ParaWest Management
2005.06 - 2016.04
Certified Apartment Portfolio Supervisor (CAPS) National Apartment Association -
Arizona Real Estate License - undefined
Arizona School of Real
General Studies
Mesa Community College
School Diploma - undefined
West Wood High School High