Lainie (Alana) Vena
Raleigh,United States
Summary
Energetic Community Manager known for building teams through selflessness and motivational leadership in high performance environments. Highly trained sales facilitator with a passion for sharing a wealth of knowledge and warmly distinctive perspective. Solutions-oriented problem-solver with goal-oriented mindset, bringing solutions to any obstacle. Tenure at RCC-Carolina, Inc. honed response to urgency, scheduling, building code and construction knowledge, as well as bookkeeping acumen, further solidifying reputation as a truly unique team player focused on relentlessly pursuing customer experience excellence.
Overview
21
21
years of professional experience
Work History
Community Manager
IRT
01.2024 - Current
- Continuously assess community goals and objectives, making data-driven decisions to align strategies with overall organizational priorities, maintaining desired KPIs in a challenging environment- 40%+ team closing ratio vs IRT 30% and company average 32%.
- Consistently inspire team to stay positive with leading by example, team meetings, and training to inspire introspection and growth, as well as contests and rewards.
- Organize regular community events and community-wide emails, fostering a sense of pride of home, belonging within our community, and promoting opportunities to connect.
- Address and resolve resident complaints and inquiries, maintaining high satisfaction and retention - 60%+ retention each month.
- Train new staff members on sales and effective use of digital tools for managing communications within the online community environment efficiently.
- Conduct regular inspections to identify needed improvements within the community, suggest improvements with high ROI, and maintain highest standards.
- Conduct team building and team safety meetings to encourage camaraderie and safety.
Sales Performance Specialist
IRT
04.2023 - 12.2023
- Average regional lead conversion 30.19% - increase of over 8% from Q1.
- Average Closing ratio 32.13% - increase of 8.75% from Q1..
- Average Neglected Leads 8.83% - decrease of 6.5% from Q1..
- Train, develop, and coach Leasing Professionals to increase self-confidence and self-efficacy and optimize performance.
- Analyze KPIs to determine trends, identify areas of improvement, then coach, train and collaborate with Community Managers and Leasing Professionals to exceed IRT's standard.
- Design and develop educational content to deliver consistent training message across portfolio and to deliver advanced sales skills training.
- Evaluated emerging trends in sports science research to maintain cutting-edge knowledge in the industry.
Assistant Community Manager
IRT
03.2022 - 03.2023
- Lead team sales goals every month. Current Lead Conversion: 65%, Current Tour Conversion: 47%.
- Evaluated sales call recordings and email follow-ups to ensure standard met and determine areas for development and improvement.
- Advance knowledge on homes, community, lease, and renewal rates to effectively speak to residents and prospective residents, building value and securing residency.
- Administer all resident logistics and leases with Team and effectively schedule appointments, tours, move-ins and move-outs.
- Manage inquiries from current and potential community members about homes and community offerings.
- Conduct home inspections before and after resident moves to determine charges or readiness for new residents.
- Receive and process resident payments, and update accounts with latest information.
Owner
RCC-Carolina, Inc
06.2003 - 07.2021
- Oversaw business budget planning and administration, accounting functions, purchasing, and weekly payroll to handle financial needs.
- Prepared bank deposits and handled business sales and transaction reports.
- Trained and developed team members to build human capital, employing some for over 25 years.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Created safety training materials, trained employees on RCC standards and required them to maintain OSHA regulations.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
Lead Sales Consultant
Ideal Image
02.2018 - 12.2018
- Exceeded monthly company-defined sales goals, including exceeded highest single-day revenue by over 40%.
- Exceeded 2018 annual revenue goal by over $400,000.
- Built relationships with customers and community to expand brand and promote long term business growth.
- Promoted conversion of casual shoppers into customers through superior product knowledge, building trust, and providing solutions to customer needs.
- Led daily sales meetings and quarterly sales trainings.
Assistant Community Manager
Rait Residential
02.2015 - 10.2015
- Leased community to 100% occupancy nearly one year before projected full occupancy.
- Handled all tenant logistics and leases with Team and effectively scheduled appointments, tours, move-ins and move-outs.
- Fielded inquiries from current and potential community members about property and community offerings.
- Collected rental payments from residents and kept meticulous records of delinquent accounts.
- Addressed and resolved resident complaints and inquiries, maintaining high satisfaction.
Field Trainer
Bell Partners
05.2011 - 02.2013
- Facilitated "Leasing School" as part of on-boarding, to build knowledge, skills, abilities, confidence, and self-efficacy.
- Demonstrated sales process from start to finish, covering: Professional image, personality types and closes that work best with them, building value, overcoming objections, closing, follow up, and retention.
- Worked closely with Human Resources, Director of Training, and Training Department to execute and enhance training curriculum for all new hires, consequently driving consistent learning experience, industry leading customer experience, and colleague engagement.
- Used evaluation tools to measure training effectiveness and provided feedback to learners, Community Managers, and facilitator.
- Requested by Director of Sales to lead Leasing and Marketing classes at annual Leadership Conference: 2011, 2012, 2013.
Education
Some College (No Degree) - Mass Communications
Campbell University
Buies Creek, NCSkills
- Facilitation - Sales Process
- Community Engagement
- Tenant and eviction laws
- Contract Management
- Relationship Development
- Property Management
- Conflict Resolution
- Resident Relations
- MS Office Suite
- Entrata, Yardi, Onesite Software
- Daily Operations Management
- Schedule Planning
Accomplishments
- Consistently inspire team in high-demand environment to maintain professionalism and create lasting relationships by leading with kindness, empathy, trust, and growth regardless of daily demands.
- Maintained highest regional sales KPIs through reading metrics, identifying strengths and areas of opportunity, on-site visits with shadowing, coaching, and 'Leasing School' training, but all secondary to connecting with each sales professional and building them to higher heights through inspiring them to do more than they thought they could.
- Maintained highest sales metrics over 17 communities + 6 adopted communities in Atlanta vs 7 communities max for other SPS.
- Introduced Personality Traits training to SPS training.
- Brought energy and enthusiasm to every team I encountered, drawing them into the energy with measurable results.
- Created 'Sales School' training content and trained entire region with sales re-boots for needed inspiration.
- Delivered the only consistent training throughout portfolio, generating better metrics across region
- Created year over year sales metrics comparison adopted by all regions.
- Created and presented Customer Experience training content for IRT's Eastern Division - August 2022.
- Assisted sister communities throughout portfolio by designing and presenting sales training content, based on specific needs.
- Won Top Leasing Conversion & Closer - 2nd Quarter 2022.
- Won weekly regional sales competition - Most Leases - September 2022.
Timeline
Community Manager
IRT
01.2024 - Current
Sales Performance Specialist
IRT
04.2023 - 12.2023
Assistant Community Manager
IRT
03.2022 - 03.2023
Lead Sales Consultant
Ideal Image
02.2018 - 12.2018
Assistant Community Manager
Rait Residential
02.2015 - 10.2015
Field Trainer
Bell Partners
05.2011 - 02.2013
Owner
RCC-Carolina, Inc
06.2003 - 07.2021
Some College (No Degree) - Mass Communications
Campbell University
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