Katie LaFortune

● Spearhead the day-to-day performance management of 4 diverse teams, totaling 16 direct reports, including renter, homeowner, and international counselors, service delivery specialists, and associates, driving consistent achievement of key performance indicators.

● Demonstrate a proven ability to elevate team performance through targeted performance management strategies, resulting in improved client satisfaction and counselor efficiency.

● Strategically allocate and monitor caseloads across the team, ensuring optimal workload distribution and maintaining staffing levels to meet client demands without compromising service quality.

● Play an integral role in talent acquisition by screening candidates and actively participating in the interview and hiring process, securing top-tier talent for the organization.

● Collaborate closely with Client Service Managers to exceed client expectations, ensuring seamless service delivery and fostering strong, long-term client relationships

● Analyze and optimize performance metrics related to service delivery and customer satisfaction, implementing data-driven strategies that boosted overall team performance.

● Manage and enhance partner revenue streams, including referral rates, contributing to the team’s revenue growth and the company’s bottom line.

● Partner with Training Specialists to design and deliver impactful training programs, ensuring new hires and existing employees are equipped with the skills needed for success.

● Champion process improvements, consistently identifying opportunities to streamline operations, increase efficiency, and drive departmental success.

● Exemplify a "lead by example" approach, fostering a culture of respect, innovation, and collaboration through effective communication, strong work ethic, and high-quality output.

● Recruit, mentor, and develop talent within the department, building a robust pipeline of skilled employees ready to meet the company's future challenges.

• Conduct bi-weekly one-on-one feedback sessions, providing constructive and actionable insights that empowered employees to achieve continuous improvement

● Extensive experience managing Buyer Value Option, Guaranteed Buyout, Amended Value, and Direct Reimbursement programs, ensuring optimal client outcomes.

● Provided expert counseling to international permanent transfers, Short-Term Assignees (STAs), and Long-Term Assignees (LTAs) on maximizing available resources, including language training, cross-cultural training, destination services, and settling-in support.

● Supervised the processing of monthly leases, rent payments, and housing allowances, ensuring accuracy and timeliness in financial transactions.

● Collaborated with title companies to ensure clear titles and completion of all necessary disclosures, deed packets, and STOLA documentation, facilitating smooth property acquisitions.

● Managed an average of 20 VIP home sale relocations per month, delivering regular bi-weekly updates to clients to ensure transparency and satisfaction.

● Skillfully negotiated home sale contracts with transferees, listing agents, and title companies, securing favorable terms and seamless transactions.

● Conducted thorough reviews and analyses of appraisals and home inspections, verifying the accuracy and completeness of information to support informed decision-making.

● Orchestrated the permanent housing search in destination locations, utilizing a network of TRC’s preferred partners to streamline the relocation process.

• ExxonMobil / XTO Group Move- June 2017- November 2018
• Delivered premier "Top Block" service, achieving a 99% consultant overall performance rating, demonstrating a commitment to excellence and client satisfaction.
• Honored with BRAVO awards for outstanding contributions and dedication to client service.
• Traveled to client sites across Texas to conduct in-depth, personalized discussions with transferees and their families, providing comprehensive overviews of upcoming relocations and associated benefits.
• Facilitated the successful sale of homes within the Guaranteed Buyout program, guiding relocating employees in the selection of listing real estate agents to ensure optimal outcomes.
• Coordinated and ordered all preliminary title work, inspections, and appraisals for clients enrolled in the home sale program, ensuring all processes were completed efficiently and accurately.
• Acted as a key liaison between relocating employees and service providers, clarifying inspection reports, coordinating repairs, and ensuring compliance with company policy during relocation appraisals.
• Provided expert guidance on setting up mortgage assistance and connecting with home purchase agents at destination locations, ensuring a smooth transition for relocating employees.

● Successfully managed the relocation of an average of 450 transferees annually, achieving a 99% “exceeding success” rate based on transferee evaluations, underscoring exceptional service delivery.

● Oversaw a portfolio of the top 14 clients, ensuring their strategic needs were met and their expectations exceeded.

● Maintained strong relationships with clients and transferees throughout the entire relocation process, addressing needs such as temporary housing, expense reimbursement, and household goods management with efficiency and care.

● Collaborated closely with internal and external teams to ensure seamless execution of relocation services, consistently driving client success and satisfaction.

● Administered the Home Marketing Assistance Program (HMA) for assigned transferees, including Broker’s Market Analysis (BMA) review and Realtor selection, ensuring optimal outcomes in home marketing and sales.

● Strategically differentiated the unique selling points of two Bozzuto properties—The Batch Yard and The Residences at Rivers Edge—by developing targeted social media initiatives that effectively connected and engaged residents.

● Played a pivotal role in the successful lease-up of The Batch Yard, a 328-unit Class A property, contributing to the property’s occupancy goals.

● Drove resident acquisition by educating prospects and cultivating strong relationships, resulting in increased lease conversions and community growth.

● Delivered exceptional customer service by proactively addressing and resolving resident concerns, enhancing overall resident satisfaction and retention.

● Organized and participated in special events and promotional activities for both properties, fostering a vibrant community atmosphere and strengthening resident engagement.

● Managed all aspects of tenant interactions, including responding to inquiries, conducting property showings, executing lease agreements, processing renewals, and overseeing move-in and move-out procedures.

● Leveraged YARDI software to verify property rent rolls, ensuring accuracy in occupancy and rental rates.

● Conducted market analysis and forecasted rental trends, implementing annual rent increases to align with market projections and maximize revenue.

● Administered, communicated, and coordinated rental program benefits for transferees, ensuring a seamless transition and optimal support throughout the relocation process.

● Assessed transferees’ housing needs and preferences in destination locations, providing tailored solutions to meet their requirements.

● Prepared detailed relocation estimates aligned with transferee needs and client policies, ensuring accuracy and transparency in cost projections.

● Provided expert guidance on the shipment of household goods and associated insurance procedures, facilitating a smooth and secure relocation experience.

● Conducted property tours for prospective clients, showcasing features and amenities while performing comprehensive market analyses of comparable high-end properties.

● Strategically planned and hosted biweekly events to enhance resident satisfaction and foster loyalty, contributing to a vibrant community atmosphere.

● Developed and implemented targeted advertising campaigns, driving increased property visits and generating a higher volume of lease inquiries.