Erika Neal
San Antonio
Summary
Results-driven Operations Leader with a proven record of improving organizational performance, transforming underperforming teams, and strengthening operational effectiveness across corporate customer experience and affordable housing environments. Experienced in leading organizational change, developing high-performing teams, implementing process improvements, and delivering measurable results through strategic leadership and operational excellence.
Brings expertise in affordable housing compliance, HUD regulations, Tax Credit programs, property operations, customer experience, project coordination, and cross-functional leadership. Recognized for building collaborative teams, enhancing accountability, reducing compliance risk, and creating efficient systems that improve service delivery and overall business performance.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Property Manager
PROSPERA HOUSING & COMMUNITY SERVICES
San Antonio, TX
01.2026 - Current
- Property Manager | Oak Manor Apartments – 229 Units
- Manage daily operations, compliance, financial performance, leasing, resident relations, maintenance coordination, and team development for a HUD/Tax Credit layered affordable housing community consisting of 222 Project-Based Section 8 units and 7 Tax Credit units.
- Led the operational turnaround of a struggling property by rebuilding team communication, strengthening accountability, and creating a collaborative workplace culture.
- Increased occupancy from 90% to 100% within four months through improved leasing strategy, team development, process improvement, and operational oversight.
- Established weekly cross-functional collaboration meetings between office and maintenance teams, improving communication, transparency, accountability, and service coordination.
- Developed and coached team members by providing mentorship, increasing responsibility, and creating opportunities for professional growth.
- Retained and strengthened the Assistant Manager role by providing leadership support, expanding system access, and empowering greater operational ownership.
- Transformed leasing performance by coaching and developing the Leasing Professional into a proactive, high-performing team member who successfully pre-leases upcoming vacancies and maintains accountability.
- Successfully led property operations resulting in a 99% HUD inspection score, demonstrating strong compliance oversight, organizational readiness, and attention to operational detail.
- Manage sensitive resident concerns by balancing resident advocacy, Fair Housing requirements, company policies, and staff protection while maintaining professionalism and accountability.
Property Manager
PROSPERA HOUSING & COMMUNITY SERVICES
San Antonio, TX
05.2025 - 01.2026
- Property Manager | The Starling Apartments - 90 units
- Managed a mixed-income affordable housing community consisting of Tax Credit, HOME, Section 811, and Market units while overseeing compliance, leasing, operations, resident relations, and financial administration.
- Inherited a property with significant compliance challenges, including more than 60 overdue Tax Credit recertifications impacting occupancy opportunities.
- Successfully cleared outstanding recertifications, restoring compliance and enabling previously unavailable market units to be leased.
- Recovered occupancy opportunities by resolving compliance barriers that had contributed to market units remaining vacant for nearly two years.
- Managed multiple affordable housing programs while ensuring compliance with HUD, Tax Credit, HOME, Section 811, and Fair Housing requirements.
Assistant Property Manager
PROSPERA HOUSING & COMMUNITY SERVICES
San Antonio, TX
08.2022 - 05.2025
- Supported daily operations of affordable housing communities while managing compliance, leasing, resident services, financial administration, and operational reporting.
- Completed Annual, Interim, and Move-In certifications in accordance with HUD and affordable housing regulations.
- Maintained compliance with HUD, LIHTC, Section 811, TDHCA, and Fair Housing requirements.
- Managed accounts payable processes including invoices, vendor documentation, rental collections, and financial records.
- Maintained accurate tenant files, applicant records, accounting documentation, and operational reporting.
- Supported leasing initiatives, occupancy goals, resident retention, and property operations.
Operations Analyst – Service Delivery
BEACHBODY, LLC
El Segundo, CA
05.2018 - 12.2018
- Managed four offshore escalation teams supporting multi-channel customer service operations.
- Increased agent productivity by 25% through workflow optimization, process redesign, and performance management.
- Reduced escalation contact volume by 33% through strategic operational improvements.
- Created standard operating procedures improving consistency, efficiency, and customer satisfaction.
- Achieved 94% Quality, 90% Issue Resolution, and 9.0 Customer Satisfaction ratings.
Operations Supervisor – Global Customer Support
BEACHBODY, LLC
El Segundo, CA
09.2016 - 05.2018
- Led approximately 60 offshore escalation specialists supporting global customer operations.
- Improved issue resolution by 21% and customer satisfaction by 22% through coaching, performance management, and continuous improvement.
- Managed employee development, quality monitoring, productivity tracking, and operational reporting.
- Implemented process improvements resulting in a 28% reduction in corporate support contacts.
Escalations Specialist
BEACHBODY, LLC
El Segundo, CA
04.2015 - 09.2016
- Managed complex customer escalations requiring research, problem-solving, and cross-functional collaboration.
- Oversaw online reputation management initiatives and consumer complaint resolution.
- Achieved a 99% Quality Rating while managing high-priority customer concerns.
Administrative Operations Coordinator
BEACHBODY, LLC
El Segundo, CA
02.2011 - 04.2015
- Supported administrative operations, accounts receivable functions, invoicing, reconciliations, and reporting.
- Analyzed operational data using Microsoft Excel to support business decisions.
- Trained new employees on procedures, workflows, and performance expectations.
Education
High School Diploma -
Nathaniel Narbonne
Torrance, CA06-2003
Skills
- Operations Management
- Operational Excellence
- Change Management
- Organizational Development
- Continuous Improvement
- Team Leadership
- Employee Development
- Performance Management
- Cross-Functional Leadership
- Process Improvement
- Workflow Optimization
- Affordable Housing Compliance
- Conflict Resolution
- Customer Experience
Certification
Certified Professional of Occupancy
Timeline
Property Manager
PROSPERA HOUSING & COMMUNITY SERVICES
01.2026 - Current
Property Manager
PROSPERA HOUSING & COMMUNITY SERVICES
05.2025 - 01.2026
Assistant Property Manager
PROSPERA HOUSING & COMMUNITY SERVICES
08.2022 - 05.2025
Operations Analyst – Service Delivery
BEACHBODY, LLC
05.2018 - 12.2018
Operations Supervisor – Global Customer Support
BEACHBODY, LLC
09.2016 - 05.2018
Escalations Specialist
BEACHBODY, LLC
04.2015 - 09.2016
Administrative Operations Coordinator
BEACHBODY, LLC
02.2011 - 04.2015
High School Diploma -
Nathaniel Narbonne
PROFESSIONAL RECOGNITION
Prospera Hero Award – 2023, Elite Service Award – Beachbody – 2017, Emerald Excellence Award – Beachbody – 2015
CAREER HIGHLIGHTS
- Promoted through progressively responsible leadership roles at Beachbody based on operational performance, leadership capability, and measurable business results.
- Promoted to Property Manager and selected within eight months to oversee a larger 229-unit HUD/Tax Credit layered community based on demonstrated operational leadership, compliance expertise, and the ability to improve property performance.
- Successfully transformed a struggling affordable housing community, increasing occupancy from 90% to 100% within four months after the property had remained below goal for more than six months.
- Resolved a compliance backlog of 60+ overdue Tax Credit recertifications, allowing long-vacant market units to be leased after nearly two years of vacancy.
- Led teams of up to 60 offshore customer support specialists, improving customer satisfaction, issue resolution, productivity, and operational performance.
- Achieved a 99% HUD inspection score through strong operational oversight, compliance management, and property readiness.
PROFESSIONAL DEVELOPMENT
- Texas Real Estate Salesperson Coursework – In Progress
- Expected Completion: 2026