HOLLY SOPER
Rapid City,SD
Summary
Highly motivated, hardworking, outgoing, and detail-oriented professional with a proven ability to efficiently handle multiple tasks while providing exceptional customer service. Seeking to join a company that recognizes and values my skills, allowing me to grow and become a valuable asset within the team and organization. Experienced in strategic planning, organizational leadership, and stakeholder management. Utilizes a collaborative approach to drive team performance and achieve company objectives. Track record of effectively managing resources and navigating complex challenges, consistently delivering sustained growth.
Overview
40
40
years of professional experience
Work History
Property Manager
Blue Line Property Management Company
07.2024 - Current
- Responsible for the daily operations of the assigned apartment community and to ensure that the property is compliant with BlueLine Property Management, LLC standards in addition to local, state and federal regulations including Landlord/Tenant, Fair Housing and employment laws
- Required to manage and resolve all property-level management issues
- Work with multi-family housing management and related terminology, budgeting, housing agency regulations and have a commitment to excellence in customer service
- Additionally be responsible for meeting property ownership financial goals through successful execution of the business plan and adherence to the operating budget
- Lead property staff
- Assign duties to staff members within scope of employee’s job description
- Provide guidance, mentorship, and support when necessary
- Disseminate communications to team members as specified from corporate directives
- Assess the quality of work performed by team members and provide constructive feedback or praise when necessary
- Ensure all employees participate in and complete the required training; provide training when and where necessary
- Provides support for conflict resolutions for team members
- A positive company culture for employee retention
- Generate and maintain team schedules
- In a professional demeanor in appearance always, promoting the same to the entire team
- Adhere to company policy and procedure manual and Federal Fair Housing requirements during all phases of the prospect/resident lifecycle, from participating in determining marketing strategies with the corporate office to initial prospect inquiry through resident move out (i.e
- Touring, application processing, security deposits, rental rates, lease administration, residents’ complaints, legal processes, lease renewals, etc.)
- Ensure the accurate and timely processing of all tenant and resident third party verifications, including screening, income and student verifications as well as compliance paperwork requirements; regularly monitor management software reports to verify all daily activity is entered as required
- Review and approve all lease documents and forms, ensuring all are accurate and complete
- Set-up and maintain filing system
- Attend training in subjects determined by corporate offices
- Preform regular property inspections to maintain safety and curb appeal; identify and assess any maintenance issues and communicate directly to both Regional Manager and Maintenance team
- Utilize approved Suppliers to provided supplies, property improvements and necessary repairs; maintain supplier relations to optimize performance
- Understand and comply with the provisions set forth in the Property Management Agreement
- Provide daily/weekly/monthly reports as required by Regional manager; maintain communication with invested parties on status of property
- Promptly report property liability claims, employee workers compensation claims, and property loss claims according to company policies
- Organize, implement and practice property Emergency Management Plan; oversee and assist with the management of property emergencies, such as snow and other inclement weather emergencies, fires and floods
- Approve hours for all staff members’ payroll, including commissions and bonuses when/if applicable, in an accurate manner
- Advocate risk management initiatives for prospects, resident and employee safety
- Ensure that all vendors are compliant according to company policy prior to receipt of goods or services
- Ensure successful delivery of property maintenance services and adherence to timeliness and quality standards as set forth by the company
- Ensure property is at the standard set forth by the company for levels of cleanliness and clean as needed
- Maximize property financial performance through effective collections and revenue growth strategies, expense management and retention programs
- Actively participate in the annual property budgeting process
- Work with corporate offices to determine property maintenance strategy of utilizing vendors and maintenance personnel to maximize revenue for the property and periodically solicit bids for services as required to meet this requirement
- Maintain the site’s Bento accounts according to company policies
- Promote customer satisfaction by maintaining the highest standards of cleanliness and curb appeal and always interact courteously and professionally with current and potential residents
- Conduct pre-move in, pre-move out and post-move out apartment inspections and ensure timely completion of quality unit turns
- Create and execute strategic marketing plans to attract and retain residents
- Understand the local rental market and economic factors affecting occupancy and leasing; regularly shop other properties within submarket to maintain up-to-date knowledge of direct competition
- Understand, embrace and utilize various marketing platforms as directed by Regional Manager and/or corporate marketing department
- Address resident concerns including but not limited to: property repairs, tenant disputes, renewal offers, etc
- Implement programs to promote resident retention and minimize turnover, including but not limited to regular resident functions, resident surveys, service request follow ups
- Provide excellent customer service to all prospects, residents, suppliers and employees
- Foster a positive, active and collaborative relationship with residents, other communities and associated agencies
- Fair Housing Certification within the past year
- 1 to 3 years’ experience in affordable housing
- LIHTC Certification
- High school diploma or equivalent is required
- Basic understanding of financial statements and operating budgets
- Able to successfully operate all basic office equipment – Computer, printer, check scanner, etc
- Knowledge and understanding of local, state and federal Fair Housing, Landlord/Tenant and employment laws
- Ability to read, write, understand and communicate in English
- Familiarity with computers and the willingness to learn new hardware and software- Microsoft, Suite, etc
- Ability to make immediate decisions to resolve problems using common sense while maintaining the integrity of company policy
- Ability to work successfully with a variety of personality types and successfully resolve conflict with potential and existing residents, as well as employees
- Must possess strong leadership, management and delegation skills
- Exhibit overall dependability to be able to consistently meet deadlines
- Ability to communicate in a professional manner
- Ability to source, interview, train and manage a team
- Skillful in organization, prioritization, and time management
- Able to handle multiple projects simultaneously
- Ability to use discretion and maintain confidentiality
- Required to maintain a regular schedule which may require working overtime, weekend and non-traditional holidays
- Additionally, when required, be on-call and provide assistance during staffing deficiencies
- Occasional travel may be required
- Must be able to lift and or move, up to 25 pounds
- Stand/walk/sit for long periods of time
- Climb stairs
- Ability to work well under high-pressure situations
- Ability to work both autonomously and professionally with individuals at all levels of the organization
- Requires flexibility in a dynamic work environment
- A valid driver's license and proof of automobile insurance
Executive Director
South Dakota Service Dogs
06.2024 - Current
- Company Overview: Non-Profit
- Provide leadership and policy guidance for the entire organization including Assistance Dog International (ADI) Standards
- Manage and direct all operations, programs and activities of the organization
- Implement the policy decisions and directives of the Boards of Directors
- Uphold and adhere to the policies and bylaws of the organization
- Promote and set forth the regular evaluation and improvement of policies, procedures and practices within the organization with Board approval
- Approve all financial disbursements and otherwise monitor all financial and accounting activities of the organization
- Prepare the annual budget with the assistance of the treasurer and finance committee
- Develop, facilitate and implement a strategic plan with staff and the Board of Directors
- Supervises and evaluates staff regularly; involved with the final approval of all new employee hiring
- Knowledge of Human Resource matters
- Represent the organization to other organizations, the media, and the public at large
- Act as one of CPL’s primary spokespersons for the organization’s media and public announcements
- Act as the primary and first point of contact for all media relations
- Ensure all laws and regulations regarding canine care, training, and kennel are in place
- Work directly with the Director of Program Services and have oversight on all aspects of service dog training
- Coordinate with the Director of Development and Communication to develop and implement comprehensive fundraising plans regularly
- Manage and prioritize multiple projects simultaneously in an organized and structured manner and manage time effectively
- Communicate effectively and professionally, both orally and in writing sometimes with people of varying disabilities in an empathetic, professional and respectful manner
- Extended hours may be required as service needs dictate
- Identify logical connections and determine sequence of response
- Work independently with appropriate judgement and within a team environment
- Work cooperatively in a diverse work environment with distractions
- Work in a positive and professional manner with all stakeholders
- React and adapt to changing situations appropriately and with openness to new ideas and their implementation
- Demonstrate interest, enthusiasm and affinity for fundraising
- Demonstrate public speaking skills that are welcoming, educational, and professional for groups of all sizes
- Demonstrate the highest level of confidentiality
- Uphold SD SD code of ethics and core values
- Follow policies and established procedures independently
- Possess a valid driver’s license and be able to drive SD SD vehicles
- The ability to work around a variety of animals while employed in this position
- Excellent organization and management skills
- Detailed oriented and able to manage multiple projects simultaneously
- Be able to build and form relationships easily and present a professional and knowledgeable image
- Excellent interpersonal and conflict resolution skills are needed to relate to client, staff, volunteers, the Board of Directors and the community at large
- Non-Profit
SD Cares Act Case Manager (remote)
Western Dakota Community Action
04.2024 - Current
- Company Overview: Non-Profit
- Provide intake/case management for persons applying for housing support through the state Housing Department website
- Primarily online and by phone
- Maintaining confidentiality of appropriate files
- Exceptional attention to details and documentation
- Verifying documents for accuracy and knowing the SD guidelines for assistance
- Gathering documents, communicating with clients, landlords and employers
- Verifying statements and documents are true and correct
- Participate in community engagement activities
- Coordinate files from outreach locations to be processed in central office
- Attend in-service training sessions as requested by the supervisor
- Other duties as assigned by the supervisor
- Non-Profit
Community Outreach Specialist and Street Case Management
Rapid City Police Department
11.2020 - 02.2024
- Company Overview: Quality of Life Unit
- Provide coordinated case management with nonprofit service providers and other members of the QLU
- Coordinate with the grassroots and organic service providers supporting the homeless population; encourage the message of hand up not hand out
- Coordinate with family members and other networks of support to mentor homeless individuals into long-term housing and support options (BHRHC, Coordinated Entry, RCAS McKinney Vento Program, Mommy’s Closet, Care Campus, etc.)
- Attending community service meetings, coordinating with dispatch to engage patrol officers, when necessary, data entry and impact measuring tracking, be a support person to the homeless community in victim crimes and be a liaison between the RCPD and the homeless community
- Assisting them to the resources for a better quality of life and different choices to make that happen
- This includes helping them get IDs, birth certificates, taking them to interviews, doctor appointments, helping with paperwork for jobs, housing, medical needs, evaluations for treatment, court dates, lawyer appointments, etc
- Working with the sheriff’s office, public defender’s office, diversion program and states attorney’s offices to ensure warrants are handled and legal issues are taken care of before clients go to treatment or leave the area
- Assist with resources; attend court hearings, assist with medication management and appointments
- Be a support person when needed in the event of grief, victimization and just general support
- Assist with getting home to families and be a liaison for communication with family and the court system and public defender’s office
- Quality of Life Unit
Bookkeeper
04.2013 - 04.2022
- Responsible for payroll, taxes, AR/AP, bids for jobs, taking calls, creating estimates, assisting owners with other duties and jobs as necessary
- AP/AR/Payroll for local and nonlocal companies, Customer Service, QuickBooks, Microsoft Office, PowerPoint
- Bidding on potential new jobs, Business reports, confidentiality, quarterly taxes, all aspects of accounting
- Monthly meetings in person or by phone conference with the owners to discuss budgets, talking with sub-contractors, setting up payments, bill collections, registrations, payroll, investments, insurance, taxes, etc
Operations Manager
Rush Mountain Adventure Park
05.2019 - 06.2020
- Responsible for planning, directing, and overseeing the operation of an interesting and ever-changing business
- Creating and maintaining relationships with staff, guests and vendors
- The primary responsibilities include human resources, group planning, event planning and departmental supervision HU
- Recruit staff through job fairs, contacting past year’s staff, contacting guidance counselors and job postings
- Compose general and job specific interview questions
- Contact job applicants and schedule interviews assist on all job interviews for the park
- Complete hiring paperwork
- Send job offers via mail or email
- Coordinate staff training events: general employee orientation and supervisor university
- Assist GM in revising and preparing employee handbooks
- Train supervisors and cashiers
- Overseeing other managers and areas to ensure their departments are running smoothly
- Work with other managers to handle any staff conflicts
- Respond to emails
- Schedule group visits; revise group guidelines sheets; email groups the group guidelines sheet to ensure a good visit for the groups
- Input group reservations into When to Work scheduling software
- Review and publish the weekly work schedules
- Maintain files on employee incidents and disciplinary sheets
- Responsible for all scheduling and overseeing each department scheduling while analyzing labor costs, hours, etc
- Work on event committee to plan, budget and execute guest events
- Oversee employee event committee
- Work as frontline staff (supervisor, cashier, guide, ride operator, food creator) when necessary
- Excellent social skills
- Strong verbal and written communications abilities
- POS system, Microsoft Office programs
- Handling large amounts of money and balancing
- Overseeing staff to be sure their drawers are accurate and finding any discrepancies when needed
Retail Store Manager
Salon Centric
10.2016 - 04.2019
- Manage all aspects of the retail store and staff
- Meeting store sales goals, leading team with a positive attitude, meeting budget goals
- Monthly, weekly, year to date and daily budgets and reports
- Interviewing, HR, Training, implementing changes with staff, staff scheduling
- Cycle count, loss prevention reports and inventory reports
- Scheduling, approving timecards, customer service handling all aspects of store
- High level of customer service
- Helping customers with accounts, stocking shelves, helping customers find things in the store, doing monthly “sets” as sent from the brands we carried
- Processing returns, and problems with accounts
- Responsible for cash drawers and doing daily banking and deposits
- Traveling to conferences, other stores
- Responsible for all aspects of scheduling, labor costs and keeping labor under allowed amount monthly
- Training of staff, shrink control, inventory control and HR
- Running of the store and all daily functions
Counter and Gate Agent
Delta Global Services
04.2014 - 05.2018
- High level of customer service
- Checking customers in, assisting them with rebooking, air fare purchases
- Handling problems they may have, using computer to access their accounts, taking payments for services, being sure that their security and information is kept confidential
- Meeting deadlines for check in, assisting customers who have had delayed, cancelled and missed flights
- I worked on Delta 99% of the time including Mainline
- Responsible for checking security at gates and working directly with flight staff and ramp crew to ensure the safety of the passengers - scanning boarding passes, checking counts to be sure there are no missing passengers, or bags, meeting time deadlines to ensure flight schedules stays on time - handling situations of over booking, stressed customers, mechanical delays
- We are also required to take computer training and have hands on training to meet safety regulations and the FSA regulations and regulations of the airlines
- These consist of new training almost every month
Sales Rep/Ex Assistant/Merchandising
Rapid City RUSH
11.2014 - 08.2016
- Designed merchandise, AP/AR/Payroll, POS system, inventory
- High cash handling, direct sales and contact with season ticket holders
- Planning season ticket holder banquet, working in the community with schools, businesses, etc., for the RUSH players to attend functions and be involved in the community
- In charge of donations/community outreach, merchandise design, sales and purchasing
Customer Service/Order Specialist – Retail
Peel’s Salon Services
02.2005 - 04.2012
- Waiting on customers and assisting them with their orders, handling any problems that they may have encountered
- Answering the phone, taking orders over the phone, processing orders, stocking shelves, use of cash register and credit accounts
- I also did student education classes for newly enrolled students
Night Manager
House of Hope and House of Light
02.2002 - 01.2005
- Assisting teenagers that had got in trouble with law enforcement were on probation or were fostered out of their homes
- Mediating, counseling, teaching daily life skills and how to cope with anger and frustrations
- Did intakes when they arrived, took to school, appointments, court hearings and meeting with families
- I also did staff trainings and was responsible to meet all state and county regulations
Owner, GM
Family Restaurant, Bar and Gas Station
02.1985 - 09.2000
- Responsible for planning, directing and overseeing the operation of a multiple family businesses
- Overseeing all aspects of hiring, training and financial
- Ordering, inventory, taxes, OSHA, alcohol laws, and all aspects of the businesses
Education
Paralegal Degree - Accounting certificate
Elmira Business Institute
Elmira, NY01.1994
GED -
Troy, PA01.1989
Skills
- Management
- Disciplinary actions
- SAP Program
- Transitional Housing
- Cash Handling
- Human Resources
- Social Media Management
- Bookkeeping
- Interviewing
- QuickBooks
- Website Design and management
- Attention to detail
- Exceptional Office Experience
- Strong Organizational Skills
- Scheduling
- Loss Prevention
- Advocating
- KIP System
- Social Media Platforms
- Canva and WordPress
- Confidentiality
- Accurate reports
- Multi-Tasking
- Inventory Control
- Addiction treatment services
- Hiring and Firing
- Event Coordinator
- Problem Solving
- Excellent communication skills
- Official forms and documents
- Jolt Program
- Microsoft Office
- Work Force Program
- Case Management
- Property management
- Payment collection
- Property inspections
- Customer service-focused
- Exceptional oral and written communication skills
- Staff management
- Community engagement
- Program management
- Operations management
- Budgeting and financial management
- Strategic planning
- Relationship building
- Public speaking
- Program leadership
- Business management
- Compliance and regulations
- Operational planning
- Fundraising
- Grant writing
- Profit and loss statements
- Team bonding
- Case management
- Social work
- Individualized service planning
- Client advocacy
- Family support
- Mental health assessment
- Empathy development
- Behavioral assessment
- Professional boundaries
- Team leadership
- Customer service
- Decision-making
- Verbal and written communication
- Staff training and development
- Task delegation
- Documentation and reporting
- Project planning
- Customer relationship management (CRM)
- Staff development
- Shift scheduling
- Conflict resolution
- Sales management
- Workforce management
- Marketing
Timeline
Property Manager
Blue Line Property Management Company
07.2024 - Current
Executive Director
South Dakota Service Dogs
06.2024 - Current
SD Cares Act Case Manager (remote)
Western Dakota Community Action
04.2024 - Current
Community Outreach Specialist and Street Case Management
Rapid City Police Department
11.2020 - 02.2024
Operations Manager
Rush Mountain Adventure Park
05.2019 - 06.2020
Retail Store Manager
Salon Centric
10.2016 - 04.2019
Sales Rep/Ex Assistant/Merchandising
Rapid City RUSH
11.2014 - 08.2016
Counter and Gate Agent
Delta Global Services
04.2014 - 05.2018
Bookkeeper
04.2013 - 04.2022
Customer Service/Order Specialist – Retail
Peel’s Salon Services
02.2005 - 04.2012
Night Manager
House of Hope and House of Light
02.2002 - 01.2005
Owner, GM
Family Restaurant, Bar and Gas Station
02.1985 - 09.2000
GED -
Paralegal Degree - Accounting certificate
Elmira Business Institute
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