Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Bonilla

Dallas,TX

Summary

Dynamic Community Support Supervisor at Greystar with a proven track record in KPI monitoring and conflict resolution. Successfully led initiatives that reduced delinquency while enhancing team performance through effective mentoring. Detail-oriented and technology-savvy, I excel in optimizing processes and fostering strong relationships to drive community success.

Overview

10
10
years of professional experience

Work History

Community Support Supervisor

Greystar
Coppell, TX
04.2024 - Current
  • Monitored company KPIs for 25 communities to evaluate performance and identify areas for improvement.
  • Collaborated with other community support supervisors to streamline processes and optimize performance by utilizing various software and tools.
  • Communicated changes in legislation in terms of our DQ collection efforts regarding TX, CO, and CA.
  • Analyzed performance data, forecasted results against previous milestones, and communicated status to upper management during the COA off-boarding pilot.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback. During this time, I provided leadership, insight, and mentoring to motivate employees.
  • Worked closely with our team India supporting CSS to ensure transition was smooth and worked out any kinks along the way
  • Reviewed and corrected reconciliations issues brought up by accountant
  • Planned and led team meetings to review new and ongoing priorities. In some instances, the meetings were used to focus on personal development.
  • Reviewed employee timesheets for accuracy before submitting payroll information.

Community Support Specialist

Greystar
Irving, TX
10.2022 - Current
  • Employed strong relationship-building skills and consistent follow-through in every aspect of work to ensure customer satisfaction was in the for front as they navigated through change.
  • Teamed up with our Southeast region over the course of 3 months to execute a new pilot program structure that provided a positive impact to a large-scale delinquency of over 1M in loss income.
  • Worked one-on-one with new Community Support Specialist to help navigate them through their new role while providing helpful tools, tricks and most of all ongoing support.
  • Monitored Invoice processing, online payment percentages, and renters insurance through reporting systems to ensure KPI's were being met.
  • Scheduled weekly meetings with supervisor, community manager and regional to provide updates on delinquency, invoicing and renewals.
  • Generated legal notices in accordance to state and local laws, submitted eviction requests to attorneys and maintained up to date records of all eviction proceedings. On occasions I would participate in mediation sessions between the landlord and tenants aimed at coming to a resolution.

ASSISTANT MANAGER

Billingsley Co.
04.2022 - Current
  • Managed a community with over 2,000+ apartment homes while providing exceptional customer service through the company’s core values
  • Closed delinquency below .05% at the end of every month
  • Paid all monthly community water and electric bills and assessed any billbacks to resident ledgers accordingly
  • Verified that all month end posting reports were accurate for deposit accountings, GPR and renewals
  • Also manually posted water and sewer TCEQ amounts for next month’s billing
  • Made executive decisions when solving resident complaints that were presented in the absence of the community manager
  • Created, approved and sent out renewal batches for lease expirations 90 days out
  • Reached out to all past residents to maximize collection of aged receivable and posted write offs accordingly for anything over 90 days.

ASSISTANT MANAGER | RESIDENT SERVICE MANAGER | LEASING CONSULTANT

BH Management
02.2020 - 04.2022
  • Assisted In take over transition for an 831-unit community by inputting demographics, manually entering applications and lease charges
  • Ensured all safety protocols were followed while still providing exceptional customer service for future and current tenants
  • Organized resident events that was suitable for all during the pandemic
  • Overlooked major capital renovation throughout the community in absence of community manager
  • Kept detailed bookkeeping of anyone listed on our Aged Receivables report to ensure delinquency goal was met monthly
  • Ensured all rental assistance was collected through constant communication with both case manager and resident
  • Worked with our accountant to ensure payables and gross potential rents were accounted for.

ASSISTANT MANAGER

Management Support
08.2019 - 02.2020

LEASING CONSULTANT

Management Support
07.2015 - 04.2018
  • Prepared lease agreements, collected security deposits and rent payments from tenants.
  • Maintain open communication with Property Manager to ensure he/she is in the loop of everything having to do with staff and community
  • Ensure leasing staff utilizes techniques that are effective in closing each lease
  • Advanced my knowledge when it came to the responsibilities of an Assistant Manager and bookkeeper
  • Assisted in resident move in / move out procedures from proper paperwork preparations to move out walk throughs
  • Assist in monitoring renewals
  • Represent the company in a professional manner
  • Helped manage a community of 570+ apartment homes by ensuring resident retention and occupancy upkeep
  • Responsible for marketing to nearby business to increase business revenue
  • Conduct tours and highlight community features to optimize business revenue
  • Review applications criminal and credit background and gather necessary documents for approval
  • Maintain the accurate records of all community transactions and submit on a timely basis (Delinquency reports, move-in/move-outs, monthly auditing).

Education

2014 -

R.L Turner Hig

Skills

  • Detail Oriented
  • Technology savvy
  • Rapport Building
  • Conflict Resolution
  • Excellent office and clerical skills
  • Accounting Experience
  • Deadline Management
  • Resident Reporting Software: CRM, Yardi, Onesite, Entrata
  • Invoice and Payable Platforms: Yardi, Ops, NetVendor
  • KPI monitoring
  • Client needs assessments

Timeline

Community Support Supervisor

Greystar
04.2024 - Current

Community Support Specialist

Greystar
10.2022 - Current

ASSISTANT MANAGER

Billingsley Co.
04.2022 - Current

ASSISTANT MANAGER | RESIDENT SERVICE MANAGER | LEASING CONSULTANT

BH Management
02.2020 - 04.2022

ASSISTANT MANAGER

Management Support
08.2019 - 02.2020

LEASING CONSULTANT

Management Support
07.2015 - 04.2018

2014 -

R.L Turner Hig

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Kelly Bonilla