Mark Maggiolo
Summary
Dynamic Resident Services Manager with a proven track record at The Gateway, excelling in tenant relations and facility maintenance. Enhanced resident satisfaction through effective communication and timely issue resolution. Skilled in property management and emergency preparedness, driving process improvements that elevated community reputation and operational efficiency.
Overview
11
11
years of professional experience
Work History
Resident Services Manager
The Gateway
11.2018 - Current
- Helped managed daily operations of a 1254-unit apartment community, ensuring high levels of resident satisfaction.
- Communicated effectively with owners, residents, and on-site associates.
- Developed and maintained positive relationships with residents, addressing concerns and resolving issues promptly
- Monitor fire panel alerts and escalate appropriately
- Oversaw the maintenance team to ensure timely completion of work orders and property upkeep
- Conducted regular inspections of units and common areas to maintain cleanliness and safety standards
- Collaborated with contractors on renovation projects, ensuring quality workmanship within established timelines
- Model professionalism and positivity in all resident and prospect interactions
- Capture positive feedback and promote online reviews to strengthen community reputation
- Recommend process improvements that enhance resident satisfaction and departmental efficiency
- Maintained accurate records of leases, rent payments, and maintenance requests using property management software
- Developed comprehensive move-in/move-out procedures to streamline the transition process for residents
- Provided exceptional customer service by promptly responding to inquiries via phone or email
- Ensured compliance with all local housing regulations including fair housing laws
- Implemented energy-saving initiatives such as LED lighting upgrades throughout the property
- Organized regular meetings with staff members to discuss goals, performance metrics, and training needs
- Coordinated with contractors for repairs, renovations, landscaping services etc
Administrative Assistant III
UCSF Campus Life Services
11.2015 - 08.2018
- Project lead for approving over 1400 applications for UCSF affiliates.
Assists Tenant Services Specialist in implementing the assignments process for a diverse applicant pool and complex Housing Services apartment portfolio.
Handle PCI-compliant transactions, including collecting initial rent payments and storing auto-pay credit card information; also consults with Housing services financial department to resolve complex issues with tenants accounts and payments.
Trained 1 full-time Housing Assistant and helped train 2 full-time Tenant Services Specialists, 1 full-time Financial Analyst and 5 part-time Housing Assistants in all office policies, procedures, protocol, document preparation, and information systems.
Experienced in process development and has superior decision-making capabilities and problem solving skills.
Department floor warden for UCSF emergency action plan.
Provides first-rate customer service and support services to a diverse population of applicants and tenants from various backgrounds and positions at UCSF.
Exceptional knowledge and understanding of university campus housing and property management.
Helps design and implement assignments processes and procedures in response to changing campus priorities.
Helped lead Housing Services revamped bike storage strategy, policy and procedures.
Proficient in creating work orders via Maximo and FMTrack.
Project lead in Housing Services fob replacement project and responsible for the activation and deactivation of over 450 fobs.
Manage front-facing vendor relations for Housing Services.
Experienced in process development and possesses superior decision-making capabilities and problem solving skills.
Assists with the assignment and leasing of 923 apartments at the Mission Bay and Parnassus Campuses (managed applicant pool, processed housing contracts and took initial rent payments).
Assisted and implemented new tenant move-in orientation process.
Chair of the 'Your Opinion Counts, ' Gallup Committee.
Familiar with Bearbuy, and in charge of making purchases for office.
Works closely with Tenant Services Specialists and Facilities Analyst on a turnover schedule to ensure that there is no overlapping in the booking of new tenants.
Coordinate check in/check out processes and new tenant orientation, including the peak move in and move out season.
Administrative Assistant II
UCSF Campus Life Services
05.2015 - 09.2015
- Oversaw package room and input packages in packages center. Ensuring proper release to correct tenants.
- Exhibit a safe, courteous, and caring service aligned with the CLS Quality Service Program.
- Operated, maintains, compiled reports, and troubleshot issues with various databases.
- Participates in the development of Housing Services policies and procedures.
- Answers non-routine and sensitive inquires using knowledge and interpretation of university policy through heavy phone, email and face-to-face interactions.
- Works closely with outside vendors and UCSF departments to resolve complex maintenance, custodial, and tenant concerns.
Education
Associate of Arts -
City College of San Francisco
San Francisco, CA01-2011
Skills
- Facility maintenance
- Resident retention
- Emergency preparedness
- Property management
- Tenant relations
- Professionalism
- Revenue generation
- Task prioritization
- Complaints investigation
- Excellent communication
- Organizational skills
- Time management
Timeline
Resident Services Manager
The Gateway
11.2018 - Current
Administrative Assistant III
UCSF Campus Life Services
11.2015 - 08.2018
Administrative Assistant II
UCSF Campus Life Services
05.2015 - 09.2015
Associate of Arts -
City College of San Francisco