Iliana Santana
New York,NY
Summary
Versatile skill set developed in fast-paced property management environment, seeking to transition into new field. Extensive experience in tenant relations and property maintenance, with strong administrative and organizational abilities. Dedicated to applying these skills to achieve operational efficiency and positive outcomes in new role.
Overview
19
19
years of professional experience
Work History
Assistant Property Manager
FirstService Residential New York
06.2021 - Current
- Followed up on delinquent tenants and coordinated collection procedures.
- Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
- Conducted regular property inspections to identify potential issues and ensure compliance with safety regulations.
- Collaborated with legal department on eviction proceedings when necessary; following proper protocols and documentation requirements laid down by law.
- Processed applications efficiently by conducting thorough background checks and verifying references to select qualified tenants.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Kept accurate records of all resident and tenant correspondence.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
Police Communications Technician
NYPD
01.2020 - 08.2020
- Provided critical support during crisis situations with efficient call handling, ensuring appropriate resources were dispatched swiftly.
- Reduced response times with effective call triage techniques based on urgency level of each situation reported.
- Promoted positive team dynamics within the dispatch center by actively collaborating with fellow technicians during shift changes or high-priority incidents.
- Ensured officer safety through constant communication, providing essential information about incidents and potential hazards.
- Enhanced emergency response efficiency by accurately prioritizing and dispatching calls for service.
- Contributed to public safety by closely monitoring surveillance cameras, alarms, and access control systems.
- Facilitated inter-agency coordination during major incidents or emergencies, acting as a central point of contact for multiple agencies.
- Supported investigations by gathering relevant information from callers and relaying it to responding units.
- Developed strong multitasking skills while managing simultaneous phone lines, radio transmissions, computer databases, and mapping tools.
- Participated in ongoing training sessions to stay current on best practices in emergency communications technology and procedures.
- Demonstrated excellent attention to detail when entering data into various law enforcement databases for record-keeping purposes.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
Senior Business Operations Analyst
Travel Bound - GTA
01.2006 - 04.2018
- Served as a trusted advisor to senior leadership, providing expert guidance on complex operational issues.
- Identified areas of improvement in operations, proposing and implementing innovative solutions.
- Partnered with IT teams to develop custom applications that addressed specific business challenges.
- Evaluated potential risks associated with new initiatives, providing recommendations for risk mitigation strategies.
- Enhanced team productivity through effective communication and collaboration strategies.
- Collaborated with stakeholders to define project requirements and establish clear objectives.
- Provided support during mergers and acquisitions, facilitating seamless integration of business operations.
- Facilitated strong relationships between departments, fostering a spirit of collaboration across the organization.
- Evaluated current processes to develop improvement plans.
- Gathered, documented, and modeled data to assess business trends.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Trained junior analysts in best practices for data collection, analysis, and reporting methodologies.
- Optimized resource allocation for significant cost savings and improved performance metrics.
- Championed a culture of continuous improvement within the organization by leading workshops and training sessions on lean methodologies.
Education
Associate of Applied Science - Human Services
New York City College of Technology
Brooklyn, NY12.2008
Skills
- Administrative support
- Relationship building and rapport
- Property management
- Policy enforcement
- Business processes and procedures
- Issue escalation
- Database management
- Training and mentoring
- Technical aptitude
Timeline
Assistant Property Manager
FirstService Residential New York
06.2021 - Current
Police Communications Technician
NYPD
01.2020 - 08.2020
Senior Business Operations Analyst
Travel Bound - GTA
01.2006 - 04.2018
Associate of Applied Science - Human Services
New York City College of Technology
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