Kelley Bailey
Cedar Park,TX
Summary
Dedicated professional with 19 years of office, team management, and multi-family community industry experience. A proven leader with a strong work ethic and a focus on problem resolution, mentoring, and operational efficiency. Seeking to leverage extensive Greystar institutional knowledge and a track record of training success into the Learning & Development Trainer position.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
Community Support Specialist (Resource Center – Remote)
Greystar Management, LLC
Cedar Park, TX
01.2024 - Current
- Virtual Operations: Facilitate and optimize consumer experience in a remote environment for a 5-site portfolio (2,306 units) via phone, email, and digital technologies.
- Financial Reconciliation: Conduct detailed reviews of onsite operational expenses; reconcile work performed, confirm receipt of goods, and code expenses to the appropriate Chart of Account codes.
- Analyze delinquency trends (maintaining ~2% average) and collaborate with leadership to reinforce best
practices and address performance gaps. - Provide guidance and real-time coaching to on-site teams regarding lease compliance, legal processes,
delinquency management, and vendor coordination. - Vendor Management: Coordinate the setup of new vendors and contractors; research and resolve invoice disputes to ensure timely payments.
- Revenue & Collections: Enforce lease contracts to maximize revenue; communicate with residents regarding account balances and implement delinquent account collection procedures.
- Legal Coordination: Manage the process for regaining apartment possession by filing legal documents and coordinating with legal counsel for court representation.
- Accounting Accuracy: Perform detailed final accounting procedures to ensure accurate billing and conduct audits of resident insurance and utility billing to minimize community liability.
- Utilize reporting tools (Excel, Power BI) to monitor financial performance and identify opportunities for
process improvement - Assists in implementation of community support services in alignment with needs.
Onsite Support Account Specialist
Greystar Management, LLC
Austin, TX
01.2022 - 01.2024
- Training Leadership: Directly trained and mentored new team members on portfolio standards and internal systems.
- Managed delinquency for 5 communities simultaneously (1,553 units), maintaining a 1%–3% average.
- Led weekly meetings to discuss progress, growth goals, and operational updates with CMs and RPMs.
- Completed monthly AME, FCF, and Variance Reports for each community in the portfolio.
Community Manager
Greystar Management, LLC
Austin, TX
01.2020 - 01.2022
- Supervised 8 team property staff by interviewing, hiring, and training employees in accordance with company values.
- Controlled expenditures by staying within approved budgets and managing petty cash funds.
- Identified areas for improvement to increase the efficiency, productivity, and profitability of the property.
- Led training sessions for staff on customer service excellence and community management best practices.
- Collaborated with local businesses to create partnerships that benefited residents and enhanced offerings.
- Continuously assessed community goals and objectives, making data-driven decisions to align strategies with overall organizational priorities.
- Trained new team members on effective use of digital tools for managing communications within the online community environment efficiently.
- Produced reports about community activities to keep owners, directors and property managers informed.
- Streamlined operations by communicating efficiently with clients, keeping meticulous records, budget management, and internal collaboration.
- Facilitated open dialogue among community members by moderating discussions and addressing concerns in a timely manner.
- Monitored online conversations surrounding the brand to address any negative sentiment or misinformation proactively.
Assistant Property Manager / Leasing Manager
Greystar Management, LLC
Austin, TX
01.2012 - 01.2020
- Trained new team members both onsite and for sister communities.
- Aggressively decreased delinquency to 1%–5% in less than 10 months across a 5-site portfolio.
- Acquired Certified Apartment Manager (CAM) certification in April 2017.
- Coordinated tenant communications to enhance satisfaction and address concerns promptly.
- Managed lease renewals and ensured compliance with company policies and local regulations.
- Developed and implemented marketing strategies to attract new tenants and improve occupancy rates.
- Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Kept accurate records of all resident and tenant correspondence.
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
- Fostered positive community environment, organizing events that encouraged tenant engagement and satisfaction.
Education
CAM-Certified Apartment Manager -
TAA
Austin, TX01-2017
Associate of Arts - Writing and Native American Studies
Pima Community College
Tucson, AZ01-1999
Skills
- Software: Knowledge of Yardi 60/7S, OneSite, Ops Technology, Lead2Lease, ILM, Excel, Power BI, and Marketing Center
- Operations: Project & Renovation Management, Accounting/Budgeting, and Yieldstar Pricing
- Coaching & Performance Development
- Cross-Functional Collaboration
Certification
Certified Apartment Manager, CAM
Timeline
Community Support Specialist (Resource Center – Remote)
Greystar Management, LLC
01.2024 - Current
Onsite Support Account Specialist
Greystar Management, LLC
01.2022 - 01.2024
Community Manager
Greystar Management, LLC
01.2020 - 01.2022
Assistant Property Manager / Leasing Manager
Greystar Management, LLC
01.2012 - 01.2020
CAM-Certified Apartment Manager -
TAA
Associate of Arts - Writing and Native American Studies
Pima Community College