JENNIFER M. ESQUIVEL
CA
Summary
I am a highly motivated professional with a decade of experience overseeing luxury multifamily communities and commercial properties across a varied portfolio, including lease-up developments. My strong verbal, written, and interpersonal communication skills ensure maximized income, achieving budgeted occupancy, expense control and NOI growth. I provide prompt accurate correspondence and solutions in high-volume environments, while keeping a sense of urgency. I have a solid accounting background that supports accurate financial operations and budgeting per GAAP regulations, capital project management, creative marketing and strong market knowledge. I am detail-oriented, and resourceful, with a proven track record of success training employees and driving teams to achieve company goals. I thrive in leasing and resident relations, anticipating the needs of daily business, prioritizing tasks, and executing seamless operations, keeping the assets integrity, profitability and resident satisfaction the priority. I bring a positive attitude, sound decision-making, and professional customer service that strengthen community reputation, occupancy, and resident experience. I am proficient in Microsoft Office, Yardi, Entrata, Rent Café, OneSite, Happy Co and am bilingual.
Overview
10
10
years of professional experience
Work History
Portfolio Manager
Bouquet Commercial Property Management
Costa Mesa, CA
08.2021 - Current
- Managed owner’s portfolio, maintained property assets, space inventory and monitored effective rents, increasing NOI and eliminated the need for concessions with a true savings of $94K YTD while maintaining projected occupancy goals throughout 8 commercial properties with locations throughout Los Angeles County and Orange County.
- Completed monthly, quarterly and annual financial analysis reports, executive summaries, quarterly forecasts and annual budgets and met with owner to provide variance analysis presentations.
- Managed reconciling and balancing of bank accounts as well as Accounts Payables, reviewing all invoices to ensure accuracy, matched invoices to purchase orders, followed up on discrepancies, processed payment and recorded transactions.
- Responsible for Account Receivables, prepared monthly billings for accounts, posted payment receipts to the property management software and completed monthly audit of scheduled charges.
- Reviewed files and ledger bookkeeping, maintained records to determine unpaid and/or late fees owed, communicated with residents regarding outstanding balances, and followed the company’s established procedures for evictions and followed proper notice requirements and file preparations in a timely manner from pre-move in to move out, including any security deposit refund disputes.
- Organized records of maintenance and inspections for regulatory needs and leasing of vacancies, annual inspections for occupied units, make-ready apartments and models.
- Inspected the property for community policy violations, repairs needed and overall landscaping.
- Delivered positive experiences for each tenant throughout the entire customer life cycle from pre-lease, application process, move-in logistics, tenancy and move-out.
- Used consistent communication to retain satisfied tenants and assist with any needs including maintenance requests and emergencies.
- Demonstrated professional approach in all decision making, responding effectively to sensitive issues, documenting and resolving resident concerns and acted as a liaison between tenants and owner.
Resident Services Manager
The Scion Group at The Harbour Orange Coast College
Costa Mesa, CA
10.2020 - 08.2021
- Responsible for creating a positive living and learning environment for student residents by managing day-to-day operations and customer experience in a lease-up student housing community.
- Maintained strong relationships with residents, prospects, vendors, academia officials and organizations, community partners and team members by fostering a high performing customer experience team and answering incoming calls.
- Maintaining an updated communication log regarding resident concerns/requests, delinquency, and evictions.
- In charge of arranging and managing quarterly inspections, ensuring the maintenance team understands each day’s goals and ensuring residents receive the proper notices well in advance.
- Working with the maintenance manager to assess damages then preparing final billing charges.
- Also, processing no-show and residents who abandoned possession of the unit in accordance with the policy, sending out notices per local counsel guidance.
Customer Care Manager
GHP Management at The Orsini Luxury Resort Apartments
Los Angeles, CA
08.2017 - 10.2020
- Managed residential luxury resort community of 1,072 apartments in the most efficient and profitable manner while maintaining the asset to the owner’s expectations, ultimately creating the greatest possible living experience with the number one priority of maintaining residents happy.
- Provided staffing, support, mentorship and direction to staff, ensuring a high level of employee and resident engagement, demonstrating strong leadership and operations skills focused on organization and project management.
- Set a service excellence standard and inspired the team to achieve it, while promoting the company values and fair housing guidelines.
- Created and implemented the quarterly events calendar, attending events to promote the customer relations and created the lease renewal program, assuring a high monthly resident retention rate.
- Managed the communication between multiple departments to assure success in the community.
- Administered daily meetings with maintenance manager to confirm all move ins are ready and up to par, worked with leasing manager to validate all lease preparations are completed and assisted accounting manager with posting rent, resolved disputes and revised security of deposit accounting sheets.
- Met financial goals including daily occupancy requirements, a continuous high retention rate, gross potential rent, late payment assessments and delinquency reporting.
- Managed all marketing activities within budgetary guidelines to maintain occupancy requirements by developing and implementing the quarterly events calendar.
- Conducted daily walkthroughs of the community ensuring uncompromising level of cleanliness was met and ensured all common areas as well as patios met the company’s standards.
- Owned oversight on-site projects and assured the community’s amenities were well maintained.
Resident Relations Coordinator
Greystar Management at The Vue Luxury Apartments
San Pedro, CA
09.2015 - 07.2017
- Created, developed and coordinated residential community events and entertainment, managing socials for over 500 residents and providing residents with high performance culture and exceptional festivities throughout the entire year.
- Achieved the community’s resident satisfaction and retention goals by anticipating resident’s needs and ensuring resident complaints and/or concerns are resolved delicately in a timely manner, enabling me to improve customer service ratings through social media platforms.
- Completed multiple leasing, administrative, legal and communication between residents and management to ensure efficiency within the company, conserving different team member’s time by researching and correspondence, drafting letters and initiating communications.
- Acted as a liaison between residents and management to assist with service requests, accounting issues, vendor communications and other miscellaneous tasks, continuing to work hand in hand with maintenance and housekeeping to provide quick and effective service to our residents.
Education
High School Diploma -
Bishop Montgomery High School
Torrance, CA 08.2004 - 05.2008
Timeline
Portfolio Manager
Bouquet Commercial Property Management
08.2021 - Current
Resident Services Manager
The Scion Group at The Harbour Orange Coast College
10.2020 - 08.2021
Customer Care Manager
GHP Management at The Orsini Luxury Resort Apartments
08.2017 - 10.2020
Resident Relations Coordinator
Greystar Management at The Vue Luxury Apartments
09.2015 - 07.2017
High School Diploma -
Bishop Montgomery High School
08.2004 - 05.2008
Skills
Property management
Payment collection
Property inspections
Customer service-focused
Rent collection
Lease renewals
Exceptional oral and written communication skills
Tenant relations
Staff management
Leasing and sales
Property tours and inspections
Eviction procedures
Capital projects management
Financial reporting
Rent pricing optimization
Violation resolution
Budget preparation
Property marketing
Social media engagement
Performance assessment
Sale and rental recordkeeping
Microsoft office
Decision-making
Relationship building
Leasing operations
Commercial property
New construction
Financial budgeting and reporting
Fair housing mandates
Tenant and eviction laws
Multi-family property management
Property management expertise
Maintenance coordination
Contract negotiation
Database management
Accounting operations
Languages
Spanish
Native or Bilingual
English
Native or Bilingual