Kelly Norman

Currently leading a 6 person office staff and 3 individual construction crews thru a complete rehab of 161 units. While increasing occupancy rates from 74% to  86% . Secured an average of 7 out of 15 notices  each month by maintaining excellent customer service. Responsible for achieving the financial goals of the asset. 

• Achieved highest possible new operating income through the implementation of effective cost control 
• Maximized rental income while minimizing expenses through effective planning and control..
• Kept rental income coming in by quickly filling vacancies.
• Introduced and monitored effective lease renewal programs.
• Trained and motivated leasing staff during bi-monthly trainings.
• Planned special events such as resident functions, renewal signing parties
• Analyzed and evaluated monthly and quarterly financial statements.
• Decreased operating costs by 30% by implementing cost control procedures.
• Developed annual operating budgets and forecasts, as well as sales and marketing plans.
• Executed plan to achieve and maintain 30% or better rate of occupancy.
• Verified that all customer complaints were handled promptly and appropriately.
• Maintained a high number of units so that they were market-ready at all times.

• Serves as liaison between internal employees and approximately 40-50 customers; responds to and resolves all customer inquiries including inbound and outbound service requests, follow-up and customer complaints
• Took in $2000 to $6,000 per day in both cash and credit cards posted and maintained ledger and balanced books daily.
• Balances cash register(s) on daily basis, maintaining 100% accuracy and accounting for any discrepancies by end of day; responsible for over $20,000 in cash per day.
• Entered accounts payable, accounts receivable, invoices and expense reimbursements.
• Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.

•   Delivers exceptional one-on-one organization, storage, and decorating consultations with clients to satisfy a variety of organizational needs
•   Guides all aspects of client requests including documenting services, packing and moving items and boxes, developing household filing systems, organizing closets, basements, and garages, and eliminating clutter throughout the home; current clientele is approximately 4 customers per week. 

• Managed Southeast sales territory including approximately 35 key clients, emphasizing business development through new sales  and cultivated relationships with independent restaurant and other related foodservice clients.
• Ensured 100% customer satisfaction; provided an exemplary level of service, quickly and efficiently resolving customer problems including delivery delays, incorrect products, and inventory backlogs.
• Recognized as top performer for exceeding sales objectives for most add-on products sold to current customers.
• Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.

• Managed 4 luxury, garden, mid rise and high rise multi-family communities totaling 1400+ units. Managed anywhere from an 8 to 15 person team, which involves training, developing schedules, and providing motivation and leadership, which earns employee loyalty and dedication
• Maintained a 60% renewal rate 
• Achieved an occupancy rate average of up to 98% by providing superior client service 
• Ensured market-ready condition of vacant units  
• Knowledge of the property's demographics and that of the nearby competition
• Develop daily, weekly, monthly marketing plan for multi million dollar property
• Developed annual operating budgets and forecasts, as well as sales and marketing plans.