Open To Work
Kimberley Marshall
Riverview,FL
Summary
Dynamic Account Manager with a proven track record at Progress Residential, excelling in conflict management and customer service. Expert in Yardi and financial reporting, I drive revenue growth and enhance resident satisfaction through strategic communication and effective problem resolution. Committed to optimizing operations and fostering community engagement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Account Manager
Progress Residential
Sarasota, FL
06.2024 - Current
- Maintain a high degree of customer service and competency level in all resident interactions; written communication and in person.
- Act as a key market interface with resident handing daily email, text, and phone correspondence.
- Manage Salesforce case tasks in a timely manner to ensure the best possible customer experience.
- Addresses and resolves minor resident concerns or disputes.
- Partner with central teams to drive rental collections with a goal of minimizing evictions and reducing delinquency.
- Focus efforts to help residents pay balances, cure evictions, and achieve rent stability.
- Prepare for and appear in court on behalf of the company, as needed.
- Ensure timely repossession of assets in the event of eviction.
- Manage eviction personal property holds, resident retrieval of personal property, and/or disposition of personal property within specific jurisdiction regulations and company policies.
- Process all payments received in the physical office according to company policy and procedure.
- Conduct move-in and out operations in Yardi.
- Reviews and approves resident charges related to service requests, validating charges are allocated appropriately.
- Demonstrate knowledge of provisions in standard lease documents and maintain a working knowledge of resident rules and regulations.
- Research resident ledger disputes and process credit requests accordingly.
- Gather and provide relevant information and timelines to central support teams in the event of a formal resident complaint.
- Assist residents with: Rent Café, Renter’s Insurance, Early Terminations, Transfers, and Utilities.
- Post various notices at homes as needed.
- Conduct occupancy checks and utility checks as needed.
- May also be responsible for: Move-in orientation activities, resident warm calls, office management, and resident in-person payments.
- Carry out other duties as assigned that are in the best interests of the customers and the company.
Assistant Community Manager
Thompson Thrift Residential
Ellenton, FL
01.2023 - 05.2024
- Facilitated comprehensive management of building occupancy and maintenance operations at two Class A Luxury Lease-Up Communities in Florida.
- Conducted property viewings, interviews prospective residents, manages rental applications, and clarifies occupancy terms.
- Executed visual inspections of the community to ensure compliance with patio appearance requirements and valet trash rules and regulations. Manage the collection of monthly fees and maintain meticulous records of payments.
- Prepared detailed budgets and financial reports to ensure transparent financial management.
- Increased resident satisfaction ratings considerably through proactive communication efforts.
- Provided support during lease-up phase by conducting property tours for prospective tenants.
- Conducted regular market surveys to analyze rental rates and adjust pricing strategies accordingly.
- Coordinated community-wide events such as holiday parties, fitness classes, or educational workshops.
- Managed resident move-in/move-out process ensuring smooth transitions and timely completion of required documentation.
- Developed strong relationships with local vendors resulting in cost savings on supplies.
- Managed online listings across various platforms (e.g., websites) ensuring accurate information about available units.
- Supported the planning and execution of resident retention programs such as referral incentives or renewal campaigns.
- Assisted in conducting market research on competitor properties' amenities, pricing strategies, and resident demographics for benchmarking purposes.
- Coordinated maintenance requests from residents with maintenance staff for timely resolution.
- Assisted in the preparation of leasing agreements, renewals, move-in/move-out documentation, and other administrative tasks.
- Conducted regular inspections of common areas and facilities to ensure cleanliness, safety, and adherence to community standards.
- Collaborated with property manager to develop and implement effective marketing strategies to attract new residents.
- Maintained accurate records of resident interactions and issues using a CRM system.
- Responded promptly to resident inquiries, concerns, and requests, providing excellent customer service.
- Assisted in the management and coordination of community events, ensuring smooth execution and high attendee satisfaction.
Community Manager
RangeWater Real Estate
Gainesville, FL
01.2022 - 12.2023
- Increased budget development through meticulous financial analysis, marketing assessment, and operational evaluation to establish performance benchmarks and revenue projections.
- Ensured revenue targets are met by strategically setting rent rates, overseeing timely rent collection, and managing financial reporting. Manages vendor invoicing process by verifying work completed, validating insurance certificates, coding expenses accurately, and facilitating effective communication between stakeholders.
- Lead lease enforcement efforts by conducting property inspections, adhering to legal notice requirements, handling resident evictions, and enforcing lease terms, including late fees.
- Implemented dynamic marketing and leasing strategies based on comprehensive market analysis to optimize property occupancy.
- Developed and implemented community engagement strategies to increase user participation and drive brand awareness.
- Managed social media platforms, including Facebook, Twitter, and Instagram, to promote community events and initiatives.
- Monitored online conversations and responded promptly to inquiries, comments, and complaints from community members.
- Cultivated relationships with key influencers in the industry to expand the reach of the community.
- Organized regular meetups, workshops, and webinars to foster networking opportunities within the community.
- Created engaging content such as blog posts, articles, videos, and infographics to educate and entertain community members.
- Leveraged customer feedback surveys to gather insights on user preferences and needs for future enhancements of products or services.
- Drove organic growth by implementing SEO best practices in website content creation for improved search engine visibility.
- Fostered a sense of belonging within the community by recognizing member achievements or contributions publicly.
- Served as a liaison between the company/brand management team and the online/offline communities they serve.
- Managed crisis situations by addressing concerns promptly, transparently, and empathetically.
- Created and maintained a content calendar for consistent delivery of valuable information to the community.
- Implemented gamification strategies such as badges, rewards, or leaderboards to encourage active participation within the community.
- Collaborated with the product team to gather user feedback and prioritize feature requests or bug fixes.
Assistant Community Manager
JC Hart
Carmel, IN
01.2016 - 12.2022
- Supervised maintenance and office staff, overseeing their activities and generating comprehensive reports, including insurance tracking, to ensure efficient operations.
- Managed the collection of monthly fees and maintains meticulous records of payments.
- Took charge of the leasing process from setting appointments and showing apartments to certifying potential residents, maintaining high occupancy rates.
- Facilitated smooth move-in process for new residents, conducting inspections, completing lease agreements, and necessary paperwork prior to key handover.
- Ensured proper move-out procedures for departing residents, managing all related paperwork and inspections efficiently.
- Assisted in the management and coordination of community events, ensuring smooth execution and high attendee satisfaction.
- Responded promptly to resident inquiries, concerns, and requests, providing excellent customer service.
- Maintained accurate records of resident interactions and issues using a CRM system.
- Collaborated with property manager to develop and implement effective marketing strategies to attract new residents.
- Conducted regular inspections of common areas and facilities to ensure cleanliness, safety, and adherence to community standards.
- Assisted in the preparation of leasing agreements, renewals, move-in/move-out documentation, and other administrative tasks.
- Contributed to the development of community newsletters or social media content to engage residents and promote community activities.
- Coordinated maintenance requests from residents with maintenance staff for timely resolution.
- Assisted in conducting market research on competitor properties' amenities, pricing strategies, and resident demographics for benchmarking purposes.
- Supported the planning and execution of resident retention programs such as referral incentives or renewal campaigns.
- Developed strong relationships with local vendors resulting in cost savings on supplies.
- Collaborated with cross-functional teams including leasing agents, maintenance staff, and marketing department to ensure seamless operations.
- Managed resident move-in/move-out process ensuring smooth transitions and timely completion of required documentation.
Education
Business Administration (AS) -
BROWN MACKIE COLLEGE
Indianapolis, IN12.2013
Skills
- Conflict management
- Bookkeeping and accounting
- MS Office Suite
- Office management
- Account management and budgeting
- Accounts receivable
- Customer service management
- Time management
- Training and development
- Yardi/Entrata/ResMan proficiency
- Organizational skills and process optimization
- Event planning and coordination
- Microsoft Word expertise
- Reporting and analysis
- Real estate law knowledge
- Communication skills
- Leadership abilities
- Marketing and sales strategies
Certification
Certified Notary Public
Languages
English
Willing To Relocate
- Houston, TX
- Dallas, TX
- San Antonio, TX
- Georgia
Employer Questions - Authorized To Work In Us
Yes
Work Preference
Job Search Status
Open to workSalary Range
$55000/yr - $200000/yrTimeline
Account Manager
Progress Residential
06.2024 - Current
Assistant Community Manager
Thompson Thrift Residential
01.2023 - 05.2024
Community Manager
RangeWater Real Estate
01.2022 - 12.2023
Assistant Community Manager
JC Hart
01.2016 - 12.2022
Business Administration (AS) -
BROWN MACKIE COLLEGE