LaToya Walker
Winder,GA
Summary
Accomplished Resident Relations Manager with a proven track record at Progress Residential, enhancing tenant satisfaction and maximizing rental income. Expert in affordable housing programs and adept at fostering professional relationships. Achieved high occupancy rates through exceptional communication and ensuring compliance with all housing laws.
Overview
12
12
years of professional experience
Work History
Resident Relations Manager
Progress Residential
07.2021 - Current
- Screened and reviewed resident applications by completing credit and criminal background checks and verifying employment and previous rental history.
- Used Yardi/SalesForce to maintain resident database of personal information, repairs and lease agreements.
- Communicated effectively with owners, residents, and on-site associates.
- Conducted inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
- Coordinated with service staff on maintenance and upkeep.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements.
- Verified income, assets and expenses and completed file tracking sheet for each applicant.
- Analyzed and evaluated monthly and quarterly financial statements.
- Maximized rental income while minimizing expenses through effective planning and control.
- Oversaw monthly collections of over $700 thousand in funds, maintaining high payment rates by building positive relationships with tenants.
- Coordinated with leasing team to facilitate smooth transitions for new residents, creating a welcoming atmosphere from day one.
- Assessed market trends and competitor offerings regularly, making recommendations for adjustments in services or amenities as needed to remain competitive in the industry.
- Conducted regular property inspections to identify potential issues and maintain a safe living environment for residents.
- Ensured adherence to fair housing laws and regulations by consistently applying policies and procedures across all resident interactions.
- Provided exceptional customer service through active listening and empathetic problem-solving, leading to high levels of resident satisfaction.
- Enhanced resident satisfaction by promptly addressing concerns and providing personalized solutions.
- Collaborated with maintenance teams to ensure timely resolution of service requests, enhancing overall resident experience.
- Implemented conflict resolution strategies when necessary, mediating disputes between residents while maintaining professional boundaries.
- Maintained accurate records of all resident interactions, ensuring proper follow-up on outstanding issues.
- Collected, recorded and deposited monthly rents from over 300 tenants.
Property Manager
Elon Property Management
12.2014 - 07.2021
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Generated and mailed updated statements monthly and processed demand letters.
- Visited premises of customers to directly collect payments.
- Accessed credit records to evaluate customer credit histories.
- Posted receipts to appropriate general ledger accounts.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Processed payments and applied to customer balances.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Negotiated favorable contract terms with vendors, resulting in reduced operating expenses without compromising on service quality.
- Implemented cost-saving measures through efficient resource allocation and vendor negotiations, optimizing property financial performance.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Managed budgetary constraints to maximize profitability while maintaining high-quality living environments for residents.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Collected and maintained careful records of rental payments and payment dates.
- Kept properties in compliance with local, state, and federal regulations.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Documented interactions in computer database and updated information.
- Established procedures for collection of past due amounts.
- Balanced monthly general ledger accounts to accurately record cost and month end accruals.
- Created daily and weekly cash reports for accounting management.
- Conducted investigations of customer accounts and payment histories.
- Oversaw daily posting of payments to customer accounts.
Assistant Property Manager
Mercy Housing Management Group
01.2013 - 08.2014
- Conducted inspections of property grounds, buildings, and equipment to identify maintenance concerns and direct timely repairs.
- Promoted positive company and owner relationships through proactive attention to concerns.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements.
- Kept properties in compliance with local, state and federal regulations, including prohibiting any form of discrimination in operational practices.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
- Showed apartments to potential tenants and answered questions regarding community.
- Conducted regular property inspections to identify potential issues and ensure compliance with safety regulations.
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Posted policies and rules in common areas for tenant review.
- Followed up on delinquent tenants and coordinated collection procedures.
Property Manager
Advantage Staffing Agency
02.2012 - 05.2012
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Followed up on delinquent tenants and coordinated collection procedures.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Communicated effectively with owners, residents, and on-site associates.
- Coordinated appointments to show marketed properties.
Education
Bachelor of Science - Information Technology
South University
Savannah, GA12.2026
Certified Phlebotomy/EKG Technician - Phlebotomy
Universal Society of Phlebotomy Technicians
Montgomery, AL08.2015
Certified Mortgage Loan Originator - MLO
Auburn University-Montgomery
Montgomery, AL04.2011
CDL
Central Alabama Skills Center
Selma, AL06.2001
High School Diploma -
Southside High School
Selma, AL05.1998
Skills
- Affordable housing programs knowledge
- Staff Management
- Tenant and eviction laws
- Database Management
- Property Inspections
- Property Management
- Rent collection
- Fair Housing Regulations
- Vendor coordination
- Marketing and Advertising
- Security management
- Property tours and inspections
- Teamwork and Collaboration
- Problem-Solving
- Problem-solving abilities
- Customer service-focused
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Financial budgeting and reporting
- MS Office Skills
- Collections experience
- Account monitoring & retention
- Residential systems
- Excellent written and oral communication
- Complaint resolution
- Report preparation
- Recordkeeping strengths
- Staff education and training
- Money handling abilities
- Exceptional organization
- Bookkeeping
- Financial Management
- Fair housing laws
- Operational improvement
- Organizational Skills
- Attention to Detail
- Adaptability and Flexibility
- Tenant relations
- Violation Resolution
- Interpersonal Skills
- Relationship Building
- Payment Collection
Timeline
Resident Relations Manager
Progress Residential
07.2021 - Current
Property Manager
Elon Property Management
12.2014 - 07.2021
Assistant Property Manager
Mercy Housing Management Group
01.2013 - 08.2014
Property Manager
Advantage Staffing Agency
02.2012 - 05.2012
Bachelor of Science - Information Technology
South University
Certified Phlebotomy/EKG Technician - Phlebotomy
Universal Society of Phlebotomy Technicians
Certified Mortgage Loan Originator - MLO
Auburn University-Montgomery
CDL
Central Alabama Skills Center
High School Diploma -
Southside High School
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