KELLY A. GALAY
Dover,FL
Summary
Dedicated and resourceful community manager with 20+ years of experience leading on-site teams and improving resident satisfaction as well as retention. Skilled in financial management, community development and project renovations. Confident communicator with excellent diplomatic customer service skills and recognized for consistently receiving positive customer and client feedback. Easily develops and executes plans and adjusts strategies to keep initiatives on target.
Overview
19
19
years of professional experience
Work History
Community Director
Lurin Real Estate Investors, LLC
2021.11 - Current
- Directly responsible for 432-unit community in St
- Petersburg, Florida
- Responsible for working cooperatively with renovation team to complete $15 million dollar renovation project that included full and complete renovation of apartments, replacement of apartment doors and windows; bringing them up to code, revitalizing current amenities, upgrading 26 laundry rooms, and overseeing installation of new community model
- Responsible for all monthly and quarterly reports due to upper management and ownership, including financial projections and variance explanations, as well as sales and lease renewal reports
- Responsible for providing outstanding customer service to current and future residents while working to change the demographic of the community
- Increased online reputation score as well as resident retention and improved the overall customer satisfaction of the community residents.
- Developed partnerships with local businesses and organizations to enhance community offerings.
- Managed budgets for community programs, ensuring optimal allocation of resources for maximum impact.
- Implemented innovative marketing strategies to attract new residents and increase occupancy rates.
- Oversaw maintenance projects, ensuring quality workmanship while adhering to budgetary constraints.
- Conducted regular property inspections, maintaining a high standard of cleanliness and safety throughout the community.
- Supervised on-site staff, providing guidance, training, and performance evaluations as needed.
- Acted as liaison between residents, management teams, vendors, contractors – ensuring clear communication at all times.
Community Manager
BH Management
2020.06 - 2021.11
- Directly responsible for a 532-unit community in St
- Petersburg, FL
- Provided exceptional customer service through prompt responses to inquiries from both existing members and prospective clients via email or social media platforms.
- Continuously assessed community goals and objectives, making data-driven decisions to align strategies with overall organizational priorities.
- Addressed and resolved resident complaints and inquiries, maintaining high satisfaction.
- Worked with maintenance staff to complete timely repairs and enhancements.
- Conducted regular inspections to identify needed improvements and maintain highest standards.
- Evaluated property conditions and recommended improvements.
- Communicated effectively with owners, residents, and on-site associates.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
Community Manager / Project Manager
RPM
2019.02 - 2020.02
- Directly responsible for 432-unit community in St
- Petersburg, Florida
- Completed a $5 Million renovation project that included replacing roofs, adding amenities, revitalizing current amenities, addition of laundry rooms, and yards and complete renovation of apartments
- Worked cooperatively with maintenance, vendors and contractors to ensure the highest quality product possible for return on investment for ownership as well as current and future residents of community
- Responsible for the community staff, including but not limited to hiring, development and training, disciplinary actions and termination if necessary
- Provided monthly and quarterly reports due to upper management and ownership, including financial projections and variance explanations, as well as sales and lease renewal reports
- Partnered with upper management and ownership to creating and implementing the annual budget for the property ensuring that the property is in line with financial expectations
- Provided outstanding customer service to current and future residents while working to change the demographic of the community.
Senior Community Manager
McKinley
2015.06 - 2017.11
- Directly responsible for a 592-unit split program community in Ypsilanti, Michigan
- Completed a $500K renovation project that included replacing all roofs, windows and doors in one phase of the community, at budget and on time
- Responsible for following and enforcing the guidelines of LIHTC for the tax credit community, as well as following all guidelines for the convention market rate community
- Responsible for maintaining the resident certifications, both initial and annual re-certifications, as governed by the Michigan State Housing Development Association (MSHDA)
- Worked directly with housing commissions for Section 8 and housing vouchers for low income families and individuals
- Responsible for the community staff, including, but not limited to, training and development, disciplinary actions and termination if necessary
- Worked cooperatively with maintenance, vendors and contractors to ensure the highest quality product possible for potential and current residents
- Responsible for all expenditures and ensuring that the property is inline with the annual budgets for the communities
- Provided all monthly and quarterly reports due to upper management and ownership, including financial projections and variance explanations, as well as sales and lease renewal reports
- Planned and executed all marketing and sales of the community as well as achieving monthly sales and renewal goals
- Responsible for providing outstanding customer service to current and future residents.
Multi-site Senior Property Manager
The Altman Company
2012.12 - 2014.06
- Responsible for a 450-split development community in West Palm Beach, Florida
- Worked directly with the HOA to ensure the highest quality product and to maintain the community
- Responsible for the community staff, including, but not limited to, hiring, training and development, disciplinary actions and termination if necessary
- Worked cooperatively with maintenance, vendors and contractors to ensure the highest quality product possible for potential and current residents
- Developed strong relationships with local vendors, ensuring timely completion of repairs at competitive prices.
- Managed budgetary planning and financial reporting for multiple properties, maintaining fiscal responsibility.
- Developed plan for the marketing and sales of the community to achieve monthly sales and renewal goals
- Responsible for providing outstanding customer service to current and future residents at all time
- Additionally, responsible for overseeing 4 communities in Southeast Florida, including but not limited to, the hiring and training of new managers, and maintenance supervisors
- Approving weekly payables, reviewing financial statements, marketing plans and advertising for each community as well as reviewing payroll and bonus distribution
- Responsible for inspecting the communities and creating punch lists with the managers and maintenance teams to ensure the highest quality product and overall curb appeal
- Reported to upper management and ownership the community successes and challenges on a weekly basis.
Senior Property Manager
The Continental Group Realty/First Service Residential Realty
2011.11 - 2012.12
- Responsible for an 850-split development community in West Palm Beach, Florida
- Worked directly with the HOA, and Sales and Marketing team to ensure the highest quality product and to maintain the community
- Collaborated with leasing agents to develop market analysis reports, informing rent pricing decisions and adjustments.
- Reduced vacancy rates by implementing effective marketing strategies to attract quality residents.
- Oversaw a team of on-site staff members, providing support and guidance in daily operations and customer service initiatives.
- Conducted regular property inspections to ensure compliance with safety regulations and company standards.
- Investigated and resolved any resident complaints.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Communicated effectively with owners, residents, and on-site associates.
Community Manager
Beztak/Oakland Management
2005.02 - 2011.10
- Responsible for the lease up and management of a new split development community in Canton, Michigan
- Responsible for 300 units, 13 retail spaces, and one community theater for the performing arts
- Worked directly with the owners and developers of the community to ensure that all aspects of the project were on schedule and met with company standards
- Worked with City and State inspectors to ensure that all building codes and guidelines were met
- Responsible for the initial and continued marketing of the community, including but not limited to, ad and logo development, advertising, community outreach and networking
- Responsible for achieving weekly, month, and quarterly sales, and marketing goals as well as occupancy and performance goals
- Responsible for creating and implementing the annual budget for the property
- Responsible for all expenditures, ensuring the property is in line with the annual budgets for the community
- Responsible for all monthly and quarterly reports due to upper management and ownership, including financial projections and variance explanations, as well as sales and lease renewal reports.
Education
Bachelor of Science - Business Management
University of Michigan: Dearborn Campus
Associates Degree - Business Management
Henry Ford Community College
Dearborn, MichiganSkills
- Effective communication skills
- Increased customer satisfaction & retention
- Collaboration
- Strong vendor relations & management
Specialities
Budget creation, budget implementation, contract negotiation, customer service, competition and market studies, marketing, training, team development and advancement, conflict resolution, focused, professional, experienced, knowledgeable, property management systems (i.e. Yardi, Onesite, Rent Roll, etc.), problem solving, organized, project management, renovation experience, lease-up experience, community enhancements, successful, detail oriented, team player, goal oriented, follows proper safety requirements, resourceful, focused on meeting financial goals of the community, financial reporting, monthly and quarterly reporting, variance reports with detailed and concise explanations, leasing and sales, application approval, product knowledge, responsible and accountable, positive attitude, lead by example, able to identify and communicate effectively financial and operation risks to corporate management, planning and implementation of emergency procedures.
References
References available upon request
Certification
Timeline
Community Director
Lurin Real Estate Investors, LLC
2021.11 - Current
Community Manager
BH Management
2020.06 - 2021.11
Community Manager / Project Manager
RPM
2019.02 - 2020.02
Senior Community Manager
McKinley
2015.06 - 2017.11
Multi-site Senior Property Manager
The Altman Company
2012.12 - 2014.06
Senior Property Manager
The Continental Group Realty/First Service Residential Realty
2011.11 - 2012.12
Community Manager
Beztak/Oakland Management
2005.02 - 2011.10
Bachelor of Science - Business Management
University of Michigan: Dearborn Campus
Associates Degree - Business Management
Henry Ford Community College
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