Heather Fleming
Pasco,WA
Summary
Dedicated individual with 23 years of customer service experience seeking a new position. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. 17 years of experience with legal binding documents, residential lease agreements, annual vendor contracts, and all aspects of multi-family housing. Self-motivated work ethic with ability to perform effectively in independent or team environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Intake and Eligibility Specialist
LiveStories/Forward Platform
08.2022 - 01.2024
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Evaluated financial documents to accurately assess income levels, and other relevant factors impacting applicant's eligibility status.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with completion of applications and paperwork.
- Utilized cloud based software to complete workload including Google docs, Zoom, Microsoft Office, and Slack.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Actively listened to applicants, handled concerns quickly and escalated major issues to supervisor.
- Ended both Q3, and Q4 with a 97.7% accuracy rating on audited applications.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
Property Manager
Affinity Property Management LLC
02.2022 - 08.2022
- Ensured prompt turnaround on ordering, receiving, and payment of invoices as per both parties contracted terms.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Worked closely with the Housing Resource Center, and Dispute Resolution Center to assist tenants who were behind in rent.
- Reviewed their balances, executed C-RAPS, T-RAPS, CT-RAPS, and OHC forms, and processed payments accordingly.
- Generated professional networks by engaging in professional, industry and government organizations.
- Kept meticulous records vendor compliance documents including W-9's, Certificate of Insurance, and ledger history.
- Review monthly financial statements for accuracy, and report reclasses as needed per the General Ledger.
- Communicated effectively with owners, residents and on-site associates.
- Handled tenant complaints promptly and other support services as needed.
Executive Property Manager
Prodigy Property Management LLC
10.2018 - 02.2022
- Ensures prompt turnaround on ordering, receiving, and payment of invoices as per both parties contracted terms.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Mentor, train, and assist new employees with their onboarding process.
- Generated professional networks by engaging in professional, industry and government organizations
- Kept meticulous records vendor compliance documents including W-9's, Certificate of Insurance, and ledger history
- Communicated effectively with owners, residents and on-site associates
- Handled tenant complaints promptly and other support services as needed
- Developed annual operating budgets and forecasts, as well as sales and marketing plans
- Verified income, assets and expenses and completed file tracking sheet for each applicant
- Scheduled outside contractors for major maintenance issues not covered by contract
- Maintained current contract files as prescribed by company contract policies and procedures
- Kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements
- Carefully screened tenancy applicants, pulling background investigations, credit reports and past rental history.
- Assessed property inventory and assigned schedules for maintenance to complete turns while adhering to budgeted expectations.
- Enhanced tenant satisfaction by promptly addressing concerns and implementing effective solutions.
- Prepared annual operating budget, scheduled expenditures and collected monthly rent from tenants.
- Communicated effectively with owners, residents, and on-site associates.
- Maintained accurate records of all property-related transactions, facilitating seamless auditing processes.
Lease Administrator
Divaris Real Estate
07.2017 - 08.2018
- Onboard new properties in Property Management software
- Review lease agreements, and document drafts for accuracy prior to Broker/Tenant signature
- Post monthly charges, and late fees if applicable
- Distribute Tenant statements regarding recurring charges, annual budget adjustments, common area charges/tax/insurance reconciliations as defined by Tenant contract
- Complete Tenant move out, and security deposit disposition as directed by Property Manager
- Create Budget, and common area charge reconciliation alongside the Property Manager.
Property Manager/Executive Assistant
Prodigy Property Management
10.2013 - 06.2017
- Worked alongside Regional Managers in delivering accurate reporting of operational, and financial data to property owners
- Audited lease agreements to ensure correct verbiage as defined by state, and federal law
- Accounts Payable: Entering/researching invoices, communicating with vendors, and printing checks
- Prepared reports, and documents for the auditing of five HUD properties
- Provided support to 13 Managers in our region
- Bank reconciliations for both the operating, and security accounts
- Processed replacement reserve spreadsheet, and documentation to submit to HUD office as well as mortgage company
- Answered and fielded all calls on company main line
- Approved payroll, managed request off, and onboarded new employees as well as terminations
- Managed company generic email address, and responded or forwarded as appropriate
- Property Manager duties as defined above.
Education
No Degree - Environmental Science
Washington State University
Pullman, WASkills
- Contract management
- Microsoft fluent
- Admin support specialist
- Accounts payable
- Accounts receivable
- Spreadsheet management
- Accurate and detailed
- Time management
- Documentation and Reporting
- Data Entry
- Application Review
Certification
LinkedIn Learning:
* Creating Positive Conversations with Challenging Customers 05-Sept-23
* Accounting Foundations: Understanding the GAAP (Generally Accepted Accounting Principles) 01-Sept-23
* Excel Essential Training 08-Sept-23
* Google Sheets Essential Training 14-Sept-23
Timeline
Intake and Eligibility Specialist
LiveStories/Forward Platform
08.2022 - 01.2024
Property Manager
Affinity Property Management LLC
02.2022 - 08.2022
Executive Property Manager
Prodigy Property Management LLC
10.2018 - 02.2022
Lease Administrator
Divaris Real Estate
07.2017 - 08.2018
Property Manager/Executive Assistant
Prodigy Property Management
10.2013 - 06.2017
No Degree - Environmental Science
Washington State University
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