Dawn Wilson

• Facilitated workshops on job readiness, financial literacy, and housing assistance to empower residents.
• Monitored resident services programs to ensure optimal outcomes and continuous improvement.
• Organized community engagement activities to promote self-sufficiency among residents.
• Served as liaison between external organizations and local government agencies to enhance resource availability.
• Analyzed survey data to assess resident experiences with available programs.
• Maintained comprehensive records of resident services operations, including budget tracking documents.
• Participated in outreach efforts to connect individuals with essential community resources.
• Reviewed existing lease documents making sure that they are up to date and compliant with local laws.
• Created tenant files, maintained records of rental payments, and tracked lease agreements.

• Managed a collections team through monthly collection cycles. From initial contact to legal rent demand generation, and post through to the payment of account.
• Negotiated payment plans with residents in arrears as well as in active eviction status on payments, to clear writs / resolve accounts.
• Advised senior management on best practices related to collections policies.
• Analyzed customer payment trends and developed strategies to reduce overdue accounts.
• Resolved escalated disputes between customers and the company concerning collections/Eviction matters.
• Created reports for management on past due accounts and delinquency rates and eviction trends.
• Maintained accurate records of all collection activities in accordance with local laws, overseeing multiple localities.
• Managed all accounts to our legal counsel and through to lock out.
• Monitored team performance metrics such as conversion rate, average time to collect payment.

• Managed the collections and evictions teams for three years, motivated employees to be productive and engaged in work, as well as learn to flow with the ever changing nature of the Remote SFR business model.
• Accomplished multiple tasks within established timeframes. often exceeding expectations of management.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery for both the residents as well as the investors.
• Cross-trained existing employees to maximize team agility and performance.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Developing and implementing the Emergency Rental Assistance program yielding over $3+ mil dollars in hand for residents and owners to avoid eviction.
• Own all eviction processes and functions; ensuring timely processing of notices, legal filings and other related actions; serving as the subject matter expert for these functions.
• Ensure daily communication with clients, defendants, tenants and courts in a professional manner.
• Research applications and legal files as needed. Working with both internal and external teams to source funding.
• Ensure accurate data entry in Darwin’s system of record as well as multiple Third Party web systems.
• Support the Portfolio Management teams by providing timely and accurate information as
  needed.
• Worked with the leadership team on the execution of strategy and recommend improvements to existing processes. improving collection activities, reducing delinquency and improving financial performance.
• Worked with the Product Operations team to create, update and monitor performance management dashboards that measure renewal rates, resident satisfaction,move-ins/move-outs, managing the team to agreed-upon KPIs.
• Assisted in managing the client/owner relationship by meeting with clients and outside counsel when needed, providing updates and information about performance, and responding to owner requests as needed.
• Created and maintained the operational playbook for ongoing operations.

Remote Property Management Company

• Promoted to Senior Resident Service Manager based on high performance as Resident Service Manager
• High volume phone calls, focused on customer service quality while also resolving issues. Became known as a team lead in terms of resident escalations and quality of overall outcomes.
• Help train all incoming Resident Service Managers
• Help create and implement processes for our internal system Involved in weekly meetings with the product team to create a roadmap of priorities for our internal system.
• Create and follow up on lease renewals, notice to vacates and lease addendums
• Manage and organize resident lease files
• Act as account receivables for 1000+ single-family homes Daily Management and follow up of delinquent accounts.
• High focus on rent collection, Eviction completion and lowering of delinquency for every owner/investor
• Answering high volume emails while maintaining OKR of a 4 hour response time
• Managed day-to-day activities involving tenants, subcontractors and property management
• Created and compiled operational and financial data to regional manager on a weekly, and monthly cadence.
• Managed overall tenant relations, promoted tenant satisfaction and streamline internal team collaboration.
• Maintained and fostered the company's outward review process by working with both residents and vendors to obtain hundreds of positive reviews for the company and my team

• Assist 2 operations executives with scheduling, travel arrangements, meetings, etc
• Maintain quality assurance logs relating to retention samples
• Correspond with QA Director in regards to quality complaints from consumers
• Correspond with consumers regarding product questions
• Assist procurement analyst with reporting
• Create and Run daily and weekly reports and distribute as needed
• Manage and revamp current operations processes to ensure efficiency and productivity
• Working with suppliers to obtain RFQs for services and term contracts
• Created and managed the data for GANTT charts for new packing re launch for all products
• Although this position was listed as an admin position, I was able to utilize my data analyst skills to assist in report creation, database management and streamline of processes

• Worked closely with management to process and update various reports for owners, working in depth with YARDI and excel
• Processed and sold available units
• Marketing materials, retention marketing, created and posted updated ads via local classifieds
• Customer service, intake calls from residents, processed maintenance requests, followed up on outstanding maintenance calls, scheduled and processed punch lists
• Completed and created various reports for management
• Met with potential residents and processed applications
• Accepted, logged and processed rent
• Completed property inspections
• Attended and managed the presence at several Open House events to bring in new customers, assist in retention of existing customers

• Worked at various complexes as a floater for the staffing agency
• Processed and sold available units
• Marketing materials, retention marketing, created and posted updated ads via local classifieds
• Customer service, intake calls from residents, processed maintenance requests, followed up on outstanding maintenance calls, scheduled and processed punch lists
• Completed and created various reports for management
• Met with potential residents and processed applications
• Accepted, logged and processed rent
• Completed property inspections

• Created, implemented and managed all event specific spending, these were then reported to our upper level management as ROI reports that were in turn used to help decide on future participation in events
• Responsible for all Marketing Services department allocation of employee tasks
• Working closely to liaise with other departments as well as brand managers on their projects
• Marketing project management, to include vendor and employee logistical management across national events, as well as interdepartmentally
• Manage the department schedule, all department reporting Marketing Services related : (Events, Graphics, Print, AV and Copy)
• Organize all event related shipments across the country
• Budget management: Plan, organize, route and distribute various event budgets
• Process and code all invoices relating to marketing services. Comparing them to the said budgets and reporting all savings/overages
• Work with vendors to negotiate costs for premium SOE items, specialty branded items as well as both external and internal print items
• Worked closely with, general contractors, electricians, booth vendors, highly proficient in high stress, multi aspect event management
• Processing individual travel requests and authorizations for every SOE employee attending said events, as well as the approval, tracking and processing of their expense reports

• Maintain all sell through reports, distributing them to the sales force, the sales department and the exec staff
• Ops daily responsibilities; customer orders, sales communication and follow up
• Manage all Sales Mailings, including Channel Marketing mailings
• Work with marketing services to obtain all print assets for print
• Work with suppliers, obtaining quotes, contracts and services
• Making sure that all Sales and Marketing premium items are ordered and received
• Monthly reporting to accounting on customer inventory
• Maintain weekly status reports for Ops Mgr and present to management
• Coordinate Travel for the sales department as well as for Channel Marketing
• Process any and all sales Purchase requests
• Maintain Box comps, Sell sheets
• Work with marketing services to maintain updated asset information at all times
• Create and ship sales packets as needed
• Archive files for sell sheets, POS sheets, launch kits, and art assets sent to the field and or channel
• Analyze invoices for accuracy prior to approval; make sure that all approvals are routed to the appropriate persons
• Manage daily Sales reps requests via e-mail and phone
• Process all sample requests into the sales force
• All admin responsibilities for the sales department, along with covering for the Marketing Admin
• Ad hoc requests from management and other department heads
• Answering phone calls for sales department Execs
• Tradeshow coordination
• I.e
• E3, Gamestop Manager Show, Interchange

• Daily account transactions for six vendors, 89+ products, and over one million SKU’s
• Account Reconciliation and supplier relations
• Customs and FDA clearance tracking and management
• Resolve problems such as shipping errors, returns, backorders, and invoice discrepancies
• Project specific and overall departmental timeline management
• Daily transactions, entering orders, stock allocations from four warehouses, fill rates and account reconciliation
• Maintain supplier quality as measured by departmental goals and objectives
• Evaluate and monitor supplier performance on an ongoing basis (i.e., quality, delivery, capacity, financial/management ability, and responsiveness)
• Promote JIT and Kanban concepts with suppliers, and negotiate Pull inventory systems where appropriate
• Administrate annual raw material contracts, license agreement, capital equipment orders, production and R&D tooling orders
• Supplier/Account management including product cost analysis
• Support all GMP and ISO 9000 programs as well as meet all requirements of these regulations as they relate to this function

• Purchasing Administration, Operations and Supplier Negotiations
• Oversaw over $2.5 million in annual purchases for an educational software company and its subsidiaries
• Realized cost savings of over 3 million during my tenure
• Coordinated the sourcing and inventory levels of product marketing support materials and company promotional items
• Developed intricate departmental procedures in order to improve accuracy and organization
• Maintain regular interaction/business with 60+ vendors for 1500+ items
• Managed and reviewed budgets