Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Maribel Mercedes

Palm Beach,FL

Summary

Experienced property manager with strong communication and customer service skills. Proficient in Microsoft Office Suite, internet navigation, and various property management software applications. Skilled in office tasks, bookkeeping, and sales, with excellent written and oral communication abilities. Capable of identifying leasing opportunities, minimizing delinquency, and improving staff performance. Effective in supervising operations, ensuring policy compliance, and collaborating with leasing teams to achieve goals. Proven ability to manage and lead teams efficiently. Willing to take on additional responsibilities as needed.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Multifamily Property Manager

Cushman & Wakefield
02.2022 - Current
  • Provided weekly operation reports to ownership, delivering comprehensive insights into the community's performance, operational metrics, financial status, and notable developments.
  • Participated in twice-monthly joint conference calls with ownership, discussing operational updates, addressing concerns, and strategizing for continued success.
  • Ensured the smooth operation of our community in a dynamic, fast-paced environment, overseeing all aspects of operations including maintenance, capital improvements, lease administration, budgeting, forecasting, reporting, collections, evictions, vacancy anticipation, marketing, lease renewals, service contracts, expense control, and audits.
  • Provided exceptional customer service and communication to residents and prospects, enhancing satisfaction levels, driving renewals, increasing revenue, enhancing reputation, and maximizing profitability. Completed lease and renewal paperwork in adherence to company standards.
  • Tracked and evaluated advertising effectiveness and client traffic to optimize marketing strategies.
  • Developed, mentored, led, and managed a high-performing team comprising leasing, customer service, maintenance, and management personnel, fostering engagement and minimizing turnover.
  • Drove revenue growth through comprehensive understanding and analysis of competition, as well as through the development of innovative marketing programs.
  • Led by example, embodying and upholding Cushman & Wakefield’s mission to be a premier national management company.
  • Supervised day-to-day operations of the entire on-site team, ensuring adherence to policies and procedures.
  • Maintained an effective on-site staff through recruitment, hiring, and coaching as necessary.
  • Maintained residents' files in accordance with company standards, ensuring accuracy and compliance.
  • Cultivated a positive living environment for community residents through timely conflict resolution and consistent follow-up.
  • Managed and maintained all aspects of the community budget and finances, ensuring fiscal responsibility and efficiency.
  • Collaborated with leasing staff to achieve leasing and marketing goals, optimizing occupancy and revenue generation.

Multifamily Assistant Property Manager

Cushman & Wakefield
10.2019 - 02.2021
  • Provide full administrative support, including phone support, typing, reports, filing and distribution of correspondence. Coordinate office supplies in absence of a property manager.
    • Assist in lease administration activities, including abstracting leases and keeping our database current
    • Ensure all property files are prepared and maintained in an orderly and logical manner, including leases and contracts
    • Prepare and coordinate bid proposals and service contracts
    • Obtain aging report for management and follow up on all delinquencies, utilizing C&W or client-directed policies
    • Ensure invoices are processed in accounting with appropriate back-up and according to established procedures
    • Coordinate tenant move ins and move outs
    • Oversee maintenance of work order and purchase order systems
    • Responsible for aspects of development and maintenance of a comprehensive Tenant Service Package, including tenant handbooks, tenant anniversaries, holiday gifts, park events, quarterly newsletters, and training meetings or programs for tenants. Also responsible for ensuring tenant information within data base is current and up to date
    • Update and maintain office procedures in the property Operation’s Procedure Manual under direction of manager
    • Ensure Certificates of Insurance for tenants and vendors are up to date
    • Oversee the processing of management and maintenance staff hours, expense reports, check requests for review and approval
    • Ensure that above standard tenant bill-backs for electrical usage, after hours HVAC, and other similar charges are processed in a timely manner
    • Assist supervisor with aspects of annual budgets preparation and monthly financial reports, as well as preparation of bank deposits if processed at on site management office
    • Responsible for leading regular inspections of properties with janitorial and landscape providers and any other service provider as directed by the manager
    • Participates in performance oversight of all service contractors who perform contract services

Customer Service Coordinator

Atlantic Pacific Management
10.2018 - 10.2019
  • Provide consistent and positive communication and feedback during all phone calls.
  • Develop positive relationships with unit owners and property contacts.
  • Address and resolve escalated calls and emails from residents, managers, and agents, coordinating with other departments if necessary.
  • Communicate with managers and regional managers regarding ongoing issues, concerns, and departmental support.
  • Verify or update owner contact information at the end of each call.
  • Add notes from calls to owner accounts in TOPS, Caliber for documentation purposes.
  • Ensure voicemail and email messages are checked daily and returned within 24 hours.
  • Update "out of office" communication for email and voicemails when any team member is absent.
  • Monitor phone and email communication to provide support for the Customer Service Coordinator with resolving issues.
  • Coordinate and send late letters monthly, ensuring compliance with property Condo Docs.
  • Manage intent to lien letters for specific properties.
  • Prepare and mail welcome packets promptly upon receipt of HUD from Accounts Receivable team.
  • Research returned mail for updated contact information and coordinate with onsite management for resolution.
  • Review and communicate about certified mail receipts with the manager.
  • Complete coupon orders upon budget approval and confirmation from the Controller.
  • Confirm supply inventory monthly.
  • Track mailing expenses and update shared CS Tracking List for accounting purposes.
  • Assist with other property mailings as needed.



Assistant Property Manager

Pinnacle Property Management
03.2016 - 04.2018
  • Ensure the smooth operation of our community in a fast-paced environment.
  • Assist the Property Manager with overseeing overall operations, including maintenance, capital improvements, lease administration, budgeting, forecasting, reporting, collections, evictions, vacancy anticipation, marketing, lease renewals, service contracts, expense control, audits, etc.
  • Support the Property Manager in providing superior customer service and communication to residents and prospects to enhance satisfaction and increase renewals, revenue, reputation, and profitability.
  • Complete lease and renewal paperwork to company standards.
  • Track and evaluate advertising effectiveness and client traffic.
  • Assist in maintaining and modeling the Pinnacle Property Management mission.
  • Support the Property Manager in the day-to-day operations of the entire on-site team, ensuring adherence to company policies and procedures.
  • Maintain effective on-site staff through interviewing, hiring, and coaching as necessary.
  • Manage residents' files in accordance with company standards.
  • Foster a positive living environment for community residents through prompt conflict resolution and consistent follow-up.
  • Manage all aspects of the overall community budget and finances.
  • Collaborate with leasing staff to ensure leasing and marketing goals are met.

Assistant Property Manager

Cambridge Management Services
09.2013 - 03.2016
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
  • Inspected common areas for cleanliness and notified maintenance of overflowing trash.
  • Implemented and enforced policies and procedures to maintain properties to highest standards.
  • Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
  • Completed annual rent calculations using housing database software.
  • Showed apartments to potential tenants and answered questions regarding community.
  • Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

GED -

Hostos Community College of The City University of New York
The Bronx, NY

Skills

  • Strong communication and customer service skills, adept at effectively interacting with clients and addressing their needs
  • Proficient in computer applications, including Microsoft Office Suite and internet navigation
  • Possess general office, bookkeeping, and sales skills coupled with excellent oral and written communication abilities
  • Skilled in identifying leasing opportunities among staff and implementing goal-setting strategies to enhance individual performance
  • Experienced in supervising day-to-day operations of teams, ensuring adherence to Cushman & Wakefield policies and procedures
  • Collaborative approach to working with leasing staff to achieve leasing and marketing objectives
  • Capable of effectively managing and leading teams to maximize productivity and performance
  • Willingness to undertake any other related duties as required or assigned

Certification

Public Notary

Timeline

Multifamily Property Manager

Cushman & Wakefield
02.2022 - Current

Multifamily Assistant Property Manager

Cushman & Wakefield
10.2019 - 02.2021

Customer Service Coordinator

Atlantic Pacific Management
10.2018 - 10.2019

Assistant Property Manager

Pinnacle Property Management
03.2016 - 04.2018

Assistant Property Manager

Cambridge Management Services
09.2013 - 03.2016

GED -

Hostos Community College of The City University of New York

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Maribel Mercedes