Juan Urdaneta

03/2024 – Present | Miami, Florida

As Compliance Director, I am responsible for developing, implementing, and managing the organization’s compliance program to ensure adherence to all applicable laws, regulations, internal policies, and ethical standards. This role plays a key part in risk management, employee training, and organizational accountability.

Key Responsibilities and Achievements:

• Develop and enforce a comprehensive compliance program aligned with legal and regulatory requirements.
• Create and implement new procedures and policies to establish and maintain best practices.
• Conduct internal audits and franchise audits to ensure operational and contractual compliance.
• Draft and review commercial leases, letters, and legal documents related to franchise operations.
• Prepare and issue compliance notices to franchisees found in breach of company standards.
• Collaborate closely with tenants and landlords regarding commercial properties and lease obligations.
• Serve as a liaison between ownership, executive leadership, and legal counsel, ensuring proper communication and coordination.
• Supervise and support a team, ensuring departmental goals are met and resources are properly allocated.

Contact: Francisco Giuseppi – 786-325-9685

03/2017 – 02/2024 | Miami, Florida

Managed a 307-unit community, achieving financial objectives through strategic rent collection, delinquency management, and resident retention initiatives. Ensured the property operated efficiently, profitably, and in alignment with company standards.

Key Responsibilities and Achievements:

• Supervised and trained leasing agents, ensuring proper touring procedures, prospect screening, and sales approaches were followed.
• Conducted market analysis and competitive shopping to maintain alignment with market trends, pricing, and promotional strategies.
• Developed and implemented marketing initiatives and leasing promotions to attract and retain residents.
• Managed daily rent collections, reducing delinquency to zero through proactive follow-up and consistent communication with residents.
• Prepared and deposited checks, money orders, and cashier’s checks daily using deposit scanners.
• Drafted legal notices and eviction letters, coordinating with attorneys to process evictions when necessary.
• Partnered with the Property Director to ensure the property’s appearance, maintenance, and curb appeal met company standards.
• Worked closely with vendors and maintenance teams, overseeing service quality and cost efficiency.
• Conducted interviews, reviewed leases, and ensured resident files were complete and compliant.
• Utilized YARDI, CRM, and OneSite software for reporting, leasing, and financial tracking.

Contact: Cindy Palomo – 703-663-0936

10/2015 – 03/2017 | Miami, Florida

• Led daily leasing operations: toured apartments, answered prospect calls, managed the appointments calendar, and ensured high occupancy through consistent follow-ups.
• Walked the property every morning to verify curb appeal and amenity readiness; coordinated any immediate fixes with maintenance.
• Managed inbound email, voicemail, and CRM queues; prioritized and completed prospect follow-ups according to SLAs.
• Confirmed same-day appointments, conducted tours, and guided prospects to apply same day when qualified.
• Performed applicant screening and coordinated approvals/denials in line with company policy.
• Ran weekly market surveys (calling comps) to align pricing, concessions, and promotions with the local market.
• Processed resident payments, renewals, invoices, and deposits; scanned checks and maintained accurate records.
• Maintained delinquency at or near zero through proactive outreach and payment plans.
• Prepared and delivered 3-Day Notices; coordinated with attorneys on evictions when required.
• Served as Yardi/CRM lead, training teammates on daily workflows and reporting.
• Assisted the Property Manager with admin duties and covered management responsibilities as needed.
• Helped onboard new residents and supported leasing professionals with documentation and move-in logistics.

Contact Information - Ana Zerpa - 786-925-0050

12/2013 – 08/2015 | Miami, Florida

• Served as the first point of contact for residents, prospects, vendors, and visitors, delivering excellent customer service and ensuring professional front office operations.
• Answered and directed phone calls, emails, and in-person inquiries, providing accurate information and support to tenants and applicants.
• Scheduled and coordinated property tours, maintenance requests, and appointments with management and vendors.
• Maintained resident files, leasing records, and correspondence accurately and confidentially.
• Collected and processed rent payments, issued receipts, and maintained daily logs for accounting purposes.
• Assisted with leasing applications, move-ins, renewals, and move-outs, ensuring compliance with company procedures.
• Supported management with administrative tasks such as drafting letters, updating resident databases, and filing documents.
• Ensured the front office, lobby, and amenity areas remained clean, organized, and welcoming at all times.
• Collaborated with the property management and maintenance teams to ensure timely resolution of resident concerns and service requests.