Heather Donaldson
Lehigh Acres,FL
Summary
Outgoing and hardworking professional accustomed to working with residents to address needs, maintain properties and drive profit and occupancy success. Skilled business manager with proven skills in operational and team leadership. Bringing over 15 years of related experience combined with results-focused and quality-driven approach.
Highly-motivated with desire to take on new challenges. Strong worth ethic, adaptability, time management abilities and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Devoted to giving customer a positive and memorable experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Document Control Specialist
Elite Claims Consultants, LLC
Estero, FL
09.2018 - 12.2020
- Reviewed and verified project documents for completeness, format and compliance with contract requirements.
- Organized, maintained and safeguarded files and databases.
- Reviewed contracts to determine documentation required for each phase of project.
- Processed 100 claims daily and expertly handled as many 500 files with impeccable quality.
- Scheduled Engineer Inspections
- Supported efficient handling of complex claims and followed up on open, denied or suspended claims to complete required line items.
- Monitored reports to identify claims issues and worked with adjusters to resolve problems.
- Verified claim data correctness in preparation for processing.
- Collaborated with fellow team members to manage large volume of claims.
- Organized information by using spreadsheets, databases or word processing applications.
- Corresponded with insured or desk, field adjusters to obtain information or inform of account status or changes.
- Provided administrative support and conducted research to assist attorneys in legal preparation.
- Oversaw legal team appointments, hearings and depositions schedules.
- Monitored progress of projects to ensure timely completion of documentation tasks.
- Assisted with document production and deposition preparation.
- Organized exhibits for trial proceedings.
Online Business Owner
Self Employed Services
Lehigh Acres, FL
06.2015 - 12.2020
- Placed special merchandise orders for customers.
- Kept records for production, inventory, income and expenses.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Conferred with customers to understand needs and finalize purchase orders.
- Third Party Distribution/Drop Shipping
- Determined pricing for products or services based on costs and competition.
Portfolio Property Manager
First Services Residential
Estero, FL
11.2021 - Current
- Handled resident complaints and expedited maintenance requests.
- Collected monthly assessments, rental fees, deposits and payments.
- Completed lease applications and verifications, notifying prospects of results.
- Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
- Investigated and resolved property complaints and violations to foster pleasant living environment for residents.
- Built relationships with service vendors and submitted associated billing statements.
- Solicited and analyzed bids for repairs, renovation and general maintenance.
- Implemented rental payment policies and pursued delinquent accounts via phone calls and personal visits.
- Updated tenant and unit information to keep current in housing database.
- Drafted and monitored budgets for overall maintenance and operations.
- Oversaw and monitored preventative maintenance and energy management inspections and programs.
- Promoted assurance of quick repairs and fixes for issues by immediately notifying proper contacts and determining estimated times of arrival.
- Saved money by operating community within budget.
- Supported senior leadership by delivering annual budget and monthly variance reports for corrective action planning.
- Drove facility growth and increased resident morale by planning special activities.
- Kept HOA in good legal standing through proper documentation and implementation of required actions.
- Compiled and conveyed operational and financial data to regional manager.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Managed and oversaw operations, maintenance and administration of properties.
- Met with ARC committee to discuss and review applications and projects within the community.
- Coordinated with vendors for the procurement of services such as repairs, renovations, landscaping.
- Coordinated website design, development, and maintenance of company websites.
- Assisted in developing a social media presence by creating content and managing accounts across platforms such as Twitter, Facebook, Instagram.
- Provided administrative support to Lifestyle Director by organizing and scheduling events, meetings, and appointments.
- Developed marketing material for upcoming events such as flyers, brochures, newsletters.
- Assisted in designing promotional campaigns for lifestyle activities and events.
- Coordinated with vendors and suppliers to ensure timely delivery of materials for the lifestyle activities and events.
- Identified issues, analyzed information and provided solutions to problems.
Property Management Assistant/Caretaker
Taylor Rentals
McAlester, OK
11.2019 - 10.2021
- Removed waste paper and other trash from premises to designated disposal area.
- Conducted routine inspection and cleaning of property and common areas to maintain strict health and safety standards.
- Cared for lawns and yards by mulching, aerating and trimming and edging flower beds.
- Checked and routinely replaced air-conditioning filters, reducing wear and tear on air conditioners.
- Delivered warm companionship with conversation, emotional reassurance and coordination of mentally stimulating activities.
- Provided assistance communicating, typing correspondence or obtaining information.
- Explained rules established by management, maintenance requirements or parking regulations.
- Scheduled maintenance calls.
- Contacted tenants to collect overdue rent or to discuss other important issues.
- Executed leases with new and returning tenants, collecting pertinent information for background investigations and credit checks.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Collected monthly assessments, rental fees, deposits and payments.
- Exercised direct supervision over property staff.
- Solicited and analyzed bids for repairs, renovation and general maintenance.
Service Dispatcher
Stanley Steemer International
Fort Myers, FL
11.2010 - 11.2018
- Worked closely with lead technicians to handle scheduling, follow ups and recalls.
- Contacted technicians in afternoon to find out status for following morning and prepared start sheet.
- Prioritized tasks and managed project adjustments to successfully manage high-volume service dispatching.
- Dispatched drivers to meet daily delivery needs for company customers.
- Prepared daily work and run schedules.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
- Addressed questions, problems or requests for service or equipment.
- Recorded and maintained files or records of customer requests, work or services performed.
- Set schedules, implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.
- Relayed work orders and information between work crews, supervisors and field personnel.
- Ordered supplies or equipment to issue to personnel.
- Oversaw communications within assigned territories.
Project Manager
Lynx Services
North Fort Myers, FL
07.2008 - 11.2010
- Communicated with key stakeholders to determine project requirements and objectives.
- Identified project needs by reviewing project objectives and schedules.
- Conferred with project personnel to identify and resolve problems.
- Submitted project deliverables to clients, consistently adhering to quality standards.
- Proposed, reviewed and approved modifications to project plans.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
- Assessed, monitored and reported on work progression.
- Liaised between departments, vendors and clients to monitor project expenses.
- Developed and implemented project tracker or calendar to meet and maintain standards.
- Managed portfolio of projects to drive on-time deliverables within scope and budget.
- Allocated resources and materials to respective departments to accommodate needs.
- Used control tools to update and monitor project schedules.
- Established and maintained quality performance metrics to meet objectives.
Education
Associate of Arts - Business Administration and Management
Eastern Oklahoma State College
Wilburton, OKSkills
- New Construction
- Knowledge of Leasing and Market Conditions
- Violation Resolution
- Contract Negotiation
- Budget Preparation
- Property Service Contract Administration
- Sale and Rental Recordkeeping
- Construction Project Oversight
- Operations Management
- Administrative Leadership
- Client Relations
- Financial Reporting
- Sales and Marketing
- Skilled Multi-Tasker
- Multi-Family Property Management
- Community Association Support
- Social Media Engagement
- Schedule Coordination
- Team Building
- Microsoft Office
- Creative and Adaptable
- Audit Coordination
- Contract Development
- First Aid/CPR
- Conflict Resolution
- Data Management
- Brand Promotion
- Calendar Management
- Event Planning
- Presentations and Demonstrations
- Community Outreach
Accomplishments
- Recognized as Employee of the year for outstanding performance and team contributions.
- Team Impact Award for SWFL Property Management in 2022
- Promoted from Administrative Assistant/Lifestyle Assistant to Assistant Property Manger to Portfolio Property Manager, in less than 12-months.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Recognized as Portfolio Property Manager of the year for SWFL 2023
Certification
- Licensed Community Association Manager
- Certified Notary Public
- Certified First Aid/CPR
References
References available upon request.
Timeline
Portfolio Property Manager
First Services Residential
11.2021 - Current
Property Management Assistant/Caretaker
Taylor Rentals
11.2019 - 10.2021
Document Control Specialist
Elite Claims Consultants, LLC
09.2018 - 12.2020
Online Business Owner
Self Employed Services
06.2015 - 12.2020
Service Dispatcher
Stanley Steemer International
11.2010 - 11.2018
Project Manager
Lynx Services
07.2008 - 11.2010
Associate of Arts - Business Administration and Management
Eastern Oklahoma State College
- Licensed Community Association Manager
- Certified Notary Public
- Certified First Aid/CPR
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