Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
Generic

JESSICA TILLMAN

Memphis

Summary

Senior Retention Specialist with 17 years of experience in tenant relations and compliance. Proficient in Salesforce and Yardi, driving optimal performance and enhancing resident retention strategies. Strong problem-solving abilities and collaboration with senior leadership to address market challenges. Proven track record of increasing client retention rates and improving customer satisfaction standards.

Overview

18
18
years of professional experience

Work History

Senior Retention Specialist

Vinebrook Homes
Memphis
12.2019 - Current
  • Monitors overall performance by leveraging reporting to audit against goals and compliance standards.
  • Completed onboarding for all occupied acquisitions.
  • Ensures compliance with conventional and section 8 occupied acquisitions.
  • Collaborates with senior leadership on a recurring basis to understand overall market headwinds and opportunities.
  • Evaluates renewal rent increases against budget with gross potential rent goals in mind.
  • Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees.
  • Review all Month-to-Month residents to confirm they are being charged necessary fees.
  • Forecasts notice/evict volume impact on budgeted retention goal and adjust in real time to account for elevated move out potential to meet budget.
  • Review all systems for lease expirations, base rent, occupants, uploads, and lease charges for accuracy and regularly report on progress and / or issues identified.
  • Manage roommate promotions details/process and amend lease as needed.
  • Manage property transfer requests, collaborating with field teams to ensure current property inspections are completed and that residents meet all necessary criteria.
  • Review all new move- in balances to ensure accurate ledger charges and payments.
  • Final person of escalation for resident related issues prior to escalation to APM.
  • Communicate with residents daily/weekly during the eviction process, educating them on their options, fees, and the process expectations
  • Processes close out and prepare reports associated with close out.
  • Collects rent payments, verifies for accuracy, and posts payments to appropriate account.
  • Works closely with evictions attorney, attends eviction court, schedules all setouts with the process server and attends all set outs.
  • Request Health and Safety Inspections when necessary to confirm condition of property when habitability questions arise during eviction/collections process.
  • Processes move-outs in Yardi and note the account in Salesforce for the rehab team.
  • Completes occupancy checks for potentially vacant homes.
  • Completes final assessment of homes that are fresh out of rehab.
  • Maintains appliance log for incoming and outgoing unit appliances.
  • Communicate with residents by phone and email to resolve balances.
  • Processes rent assistances cases.
  • Responds to customer service inquiries in a timely manner.
  • Processes all section 8 and TDHA paperwork including change of ownership paperwork.
  • Maintains proper tracking and dispatching of work required on homes to pass MHA inspection.
  • Assists with resolving HOA and municipality violations by working closely with HOA reps and Code Enforcement.

Leasing Consultant

Northland Investment Corporation
Memphis
01.2014 - 12.2019
  • Completed leasing packages for all rentals and maintained 97%+ occupancy rate; quickly processed denial letters to inform prospective applicants of application rejection.
  • Assisted in development of marketing plans, Internet and print advertisements, and marketing copy.
  • Performed administrative duties such as rent collection, communicating with tenants via written and verbal correspondence, maintaining property and facilities, and administering lease closings.
  • Used housing database systems to calculate annual rent totals and recommended rental pricing strategies to maximize profitability and revenue generation.
  • Addressed, investigated, and resolved tenant complaints and documented action taken.
  • Received recognition for leasing agent of the quarter for the region during first 90 days employment.
  • Floating leasing agent, ability to be flexible, versatile, dependable, and work well under pressure.
  • Strong attention to detail, organizational, time-management and problem-solving skills
  • Ability to multi-task while exhibiting good judgement and composure in a fast-paced environment.

Human Resources Assistant

Target Corporation
Memphis
01.2008 - 01.2014
  • Facilitated orientation for all newly hired team members.
  • Created and maintain a positive work environment through interactive activities.
  • 2011 Chair of the United Way campaign; 144.43% to goal; 99.59% team member participation.
  • Established and maintained an effective partnership with the store’s executive and team leader staff.
  • Responded to all team member’s concerns promptly and courteously
  • Actively participated in performance management process, which includes recognizing, coaching, providing meaningful feedback, writing and delivering counseling & corrective actions, and writing and delivering performance reviews.
  • Assessed and selected top talent at the hourly team member level.
  • Model and protect an open-door environment.
  • Monitored scheduling reports and understanding staffing needs.
  • Anticipated staffing needs and staffing fluctuations; develop accurate staffing plans to support them.
  • Ensured maximum work center efficiency by scheduling and delegating tasks to team members.
  • Responded to unemployment claims; attend unemployment hearings.
  • Extended conditional job offers at the hourly team member level.
  • Processed all non-exempt new hires.
  • Extensive use of MAX/FSTL (Forecasting, Scheduling, Time & Labor) by PeopleSoft.
  • Review, enter and adjust payroll information and generate daily and weekly payroll reports.

Education

Diploma -

High School
Memphis, TN

Skills

  • Compliance management
  • Retention
  • Detail Oriented
  • CPR Certification
  • Salesforce
  • Yardi
  • Rent Café
  • BOX
  • Microsoft Office
  • DocuSign
  • Eviction prevention
  • Section 8
  • Fair Housing
  • Conflict Resolution

Volunteer Experience

  • Target House-St. Jude, 2006, 2012
  • Memphis Humane Society, 2011
  • Mid-South Food Bank, 2010, 2012, 2018
  • Extreme Library Makeover- Sheffield Elementary School, 2011
  • Southern Avenue Charter Elementary School (Reading Coach), 2014
  • Habitat for Humanity, 2025

Timeline

Senior Retention Specialist

Vinebrook Homes
12.2019 - Current

Leasing Consultant

Northland Investment Corporation
01.2014 - 12.2019

Human Resources Assistant

Target Corporation
01.2008 - 01.2014

Diploma -

High School

Similar Profiles

CREATE PROFILE