Summary
Overview
Work History
Skills
Timeline
Generic

Chelsea Pena

Summary

Dynamic leader with extensive experience in process efficiencies and technology implementation. Proven track record of enhancing customer experiences and driving strategic initiatives through innovative solutions. Strong focus on talent development and fostering relationships that contribute to organizational success.

Overview

23
23
years of professional experience

Work History

Vice President

The Irvine Company
Irvine, CA
07.2021 - Current
  • Supervise the implementation of new technology, as well as the regular enhancement of technology specific to the division. This ensures that our more than 500 end users are equipped with efficient tools and that our customers benefit from user-friendly self-service options. Manage the annual budget and vendor relationships.
  • Oversee the training team responsible for all training specific to the division, which includes, but is not limited to, technical, sales, and customer service training for over 1,000 associates. Manage the annual budget and foster cross-divisional collaboration.
  • Lead the project management team responsible for both small and large company-wide initiatives, encompassing stakeholder reviews, change management planning, implementation, and follow-up procedures.
  • Supervise the centralized operations team tasked with providing large-volume transactional and customer service support throughout the resident lifecycle.
  • Oversee brand alignment through effective reputation management and the corporate customer service teams.
  • Supervise the quality assurance team responsible for managing the quality of service provided by over 100 call center associates.

Senior Director

The Irvine Company
Irvine, CA
03.2013 - 09.2017
  • Partnered with key stakeholders, executive leaders, and human resources to establish a strategic road map for centralized team creation and implementation.
  • Executed project management responsibilities from initial discovery to complete rollout.
    Ensured team efforts aligned with broader strategic initiatives during projects.
    Devised comprehensive communication tactics to support strategic project goals.
  • Analyzed customer feedback data to identify areas for improvement in service delivery.
  • Lead cross-functional teams in developing creative solutions to challenging problems.
  • Directed the Corporate Housing Department, ensuring alignment of strategic plans among Senior Leadership, Community Management, Revenue Management, and Portfolio Management.
  • Managed the Social Media Department to strengthen and enhance the online visibility of Irvine Company Apartment Communities.
  • Collaborated closely across divisional teams to support and lead the Policy and Procedures Taskforce, which includes content management, reviewing, and implementing new policies and procedures.
  • Led the employee Culture team, maintaining a focus on our employees and overall company culture.

Regional Manager

Riverstone Residential
Portland, OR
03.2011 - 03.2013
  • Managed 27 properties based out of 8 leasing offices. Directed all property operations within an assigned portfolio to ensure that the Company and/or owners' financial and business objectives were achieved.
  • Directed and supervised subordinate Associates and provided motivation and training to all property Associates. Assisted property and maintenance managers with employee and resident conflict resolution. Acted as liaison between owners and property management staff.
  • Reviewed property performance and evaluated marketing, pricing, and financial strategies. Prepared annual budget, business plans, and re-forecasting budgets throughout the year.
  • Ensured compliance with business reports, plans, and budgets.
  • Oversaw customer service function for residents, vendors, brokers, and owners. Monitored resident satisfaction and retention.
  • Conducted site visits to ensure safety, cleanliness and alerted Maintenance to items that needed repair.
  • Reviewed and approved monthly, quarterly, and/or annual bonus and commissions.
  • Participated in regular meetings with Construction and Development Division members to discuss various property needs and issues. Assists property and maintenance managers with payroll, accounting, IS, legal, and risk management issues.

Property Manager

Riverstone Residential
Vancouver, WA
11.2009 - 03.2011
  • Successfully managed all aspects relating 3 lease-ups simultaneously.
  • Hired, trained and maintained teams at each property.
  • Worked directly with ownership to meet very tight timelines regarding occupancy.

Community Director

UDR, Inc.
Beaverton, OR
12.2002 - 01.2009
  • Managed operations and maintenance teams across community and multiple sites as needed.
  • Provided customer service to residents and prospects. Maintained 40% closing ratio on new traffic.
  • Met property sales goals and budgeted CNOI and NOI goals.
  • Maintained the quality of the grounds. Assisted with acquisition process across Texas, California and Seattle, WA.
  • Facilitated training and on-boarding of new associates across the nation. Facilitated multiple construction and renovation projects for both interior and exterior rehab. Led district-wide leasing and manager quarterly meetings.

Skills

  • Leadership and strategic vision
  • Relationship building and team collaboration
  • Project management and process optimization
  • Training and talent development
  • Innovative thinking and technology implementation

Timeline

Vice President

The Irvine Company
07.2021 - Current

Senior Director

The Irvine Company
03.2013 - 09.2017

Regional Manager

Riverstone Residential
03.2011 - 03.2013

Property Manager

Riverstone Residential
11.2009 - 03.2011

Community Director

UDR, Inc.
12.2002 - 01.2009
Chelsea Pena