KRISTEN MILLER
East Hartland,CT
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
23
23
years of professional experience
Work History
Senior Portfolio Operations Manager
Lincoln Avenue Communities
07.2023 - 01.2025
- Under the direction of the Vice President of Asset Services, responsible for all Property Operations team efforts, including the oversight of all new affordable multi-family property acquisition transitions, and the improved performance of all critically underperforming assets.
- Leader of Operations team, empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Partner to Asset Managers in the day to day business of improving business metrics across the portfolio with specificity in directing property management agents to overall performance improvement in accordance with the owner's business plan.
- Property operations consultant to Development team members in assessing new prospective deals, proforma analyses, 36 month budget review and forecasting, and pre and post-property transition planning and execution.
- Participated in due diligence tasks from acquisition through post-close period.
- Partner and interim Asset Manager of six assets which included overall property performance assessments, followed by the implementation of course correction plans initiated to third party property management agents, and weekly progress reporting to ownership.
- Owner representative of on-site asset performance evaluations and real time strategy implementation in collaboration with third party property management teams in the overall improvement of property performance.
- Creator and designer of strategic initiatives, focused on driving results through exceptional communication skills and operational efficacy.
Regional Vice President
Rose Community Management
New York, NY
01.2021 - 06.2023
- Under the direction of the Chief Operating Officer, portfolio oversight of 22 multifamily communities across RCM's Northeast and Mid-Atlantic regions, consisting of approximately 4,000 LIHTC affordable, market rate, mixed income apartments and commercial retail spaces.
- Forward thinking, dynamic leader and team builder, dedicated to the success of three Regional Property Managers and one-hundred indirect employees.
- Partner to Director of Asset Management, working to ensure continuous improvement of overall asset performance.
- Financial Operator tasked with the analysis and financial overview of yearly budgets and mid-year re-forecasting exercises to ensure optimal financial health and continuous alignment with the owner's business plan.
- Exploration partner of Acquisition and Development teams in assessing new prospective deals, proforma analysis, 36 month budget review and forecasting, and pre and post-property transition planning and execution.
- Championed diversity and inclusion efforts within the organization to create an inclusive workplace culture that attracts top talent.
- Delivered regular progress reports to senior leadership, providing clear metrics on regional performance against company goals.
- Implemented cross-functional initiatives for continuous improvement KPI metrics, and operational efficiency.
Regional Vice President
Related Management Company
New York, NY
07.2019 - 11.2020
- Under the direction of the Senior Vice President, responsible for a portfolio of 23 multi-family housing communities across New York City and New Jersey consisting of 4400 LIHTC and HUD PB Affordable and Rent Stabilized apartment homes participating in multi-layered affordable housing subsidies and corresponding affiliates.
- People Leader of three Regional Property Managers, one Director of Operations and 115 site level employees.
- Strategic creator and implementer of business intelligence tools and practices for portfolio-wide operational efficacy, resulting in demonstrated achievement of fiduciary, compliance, staffing and specified KPI targets in alignment with the owner's business plans.
- Expert negotiator and mitigator of complex internal organizational deficiencies, and external challenges using arbitration skills designed to resolve challenges and satisfy desired outcomes.
- Designer of large-scale capital planning initiatives, comprehensive operating budgets, company-wide standard operating procedures, data based analytical reporting, and comprehensive strategy-driven results.
Regional Property Manager
Related Management Company
Massachusetts
04.2017 - 07.2019
- Under the direction of the Regional Vice President, responsible for eight multi-family communities across MA consisting of 2400 apartment homes participating in multi- layered affordable subsidies including HUD Sec 8 PB, Sec 236, LIHTC, HOME, DHCD, Workforce Housing, RAD Conversions and PBRA programs.
- Operations strategist focused on improving property operations, development and adherence to budgets, federal, state/local, and programmatic compliance, preparation of state and federal agency inspections and reporting, staffing evaluations, capital improvements, and special projects.
- People leader of eight Community Managers and sixty indirect staff, dedicated to individualized training and focused support in meeting targeted performance goals.
- Coached on-site property management teams to improve leasing skills, leading to higher conversion ratios from prospect inquiries to signed leases.
- Conducted regular site visits to evaluate property conditions, identifying areas requiring improvements or repairs before escalating into larger issues.
Regional Manager
South Middlesex Opportunity Council
Worcester, Massachusetts
08.2014 - 04.2017
- Oversight of the Central Mass Housing Continuum, including the management of a housing portfolio of over 400 SRO units across 26 buildings throughout Worcester and the programs in which they are funded: HUD, MHSA, DHCD, COC, HOME, Masshousing.
- Leader of the Central Mass Housing & Property Management team in conjunction with the Greater Worcester Housing Connection, and Supportive Housing Coordinators designed to ensure re-housing program stability and client progress.
- Advocate in liaison with the Director of Case Management in providing essential housing needs through Rapid Re-housing programs for homeless, underprivileged, disabled and addicted individuals.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
Partner/ Real Estate Investment Portfolio
D&D Chicopee Realty, LLC
Chicopee, Massachusetts
01.2002 - 06.2014
- Co-owner and 100 unit real estate investment portfolio across eight buildings, including the design and ground-up development of new builds, apartment renovation projects, and five year capital improvements plans
- Business creator and developer of property management company, focused on the management and oversight of KPI performance metrics in occupancy, turn over's, AR, AP, marketing, affordable compliance and general property management duties
- Asset Manager and Explorer of potential acquisitions through asset evaluation to include profroma reviews, budget drafting, cash operating analysis, loan processing, property valuations, and transition processes
Education
Associate of Arts - Arts
Holyoke Community College
Holyoke, MA05.2010
Skills
- Multi-family Property Operations Expert
- Enthusiastic and Impactful Team Leader
- Budgeting, Forecasting and Financial Analysis
- Excellence in Verbal and Written Communication
- BI Reporting Tools/Data Analytics
- Microsoft Suite, Smartsheet, Yardi, Realpage, AI Platforms
- Real Estate Acquisitions & Development
- Affordable Housing Compliance Certification
- Project Management-Capital Improvements, Renovations
Affiliations
- Massachusetts Board of Real Estate Professionals, REM-Connecticut Chapter Member
Timeline
Senior Portfolio Operations Manager
Lincoln Avenue Communities
07.2023 - 01.2025
Regional Vice President
Rose Community Management
01.2021 - 06.2023
Regional Vice President
Related Management Company
07.2019 - 11.2020
Regional Property Manager
Related Management Company
04.2017 - 07.2019
Regional Manager
South Middlesex Opportunity Council
08.2014 - 04.2017
Partner/ Real Estate Investment Portfolio
D&D Chicopee Realty, LLC
01.2002 - 06.2014
Associate of Arts - Arts
Holyoke Community College
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