Melissa Sumners
Kernersville,NC
Summary
Experienced with managing high-value client accounts and developing long-term business strategies. Utilizes relationship-building techniques and effective communication to meet and exceed client expectations. Track record of strong negotiation skills and strategic planning, ensuring sustained business growth and client satisfaction.
Overview
7
7
years of professional experience
Work History
Senior Account Manager
BV Building Solutions
11.2024 - Current
- Served as the key liaison between the clients and the field teams - Ensuring clear communication, project oversight, and customer satisfaction from start to finish.
- Worked closely with 5 Project Managers to ensure deadlines are met and jobs are on track.
- Utilized multiple software's depending on the Management Company. Examples such as Appfolio, Property Meld, Appian, Inspectify, etc.
- Managed over 15 Property Management accounts including retail and institutional clients assisting in occupied maintenance, turns and rehabs between 6 different states across the East Coast.
- Maintained knowledge of company products and made recommendations based on client needs and prices.
- Created and implemented strategies for building customer loyalty, and improving customer service.
- Exceeded client expectations through exceptional service and proactive communication.
- Generated and presented reports to senior management on account performance utilizing Excel and Microsoft apps.
- Built and established strong relationships with customers, enabling long-term partnerships.
- Developed and managed relationships with key stakeholders to ensure client satisfaction.
- Resolved complex customer issues quickly using effective problem-solving skills.
- Identified and pursued new business opportunities to expand client base.
- Built an entire cheat sheet utilizing Excel to create a Client Overview Spreadsheet to understand each individual client, and to take notes of their needs in order to keep satisfaction.
- Followed up with customers after sales to gain feedback.
Property Manager / Lead Turn Coordinator
HomeRiver Group
07.2022 - 11.2024
- Successfully managed projects with tight deadlines and limited resources within 10 different markets and multiple different Property Management companies.
- Collaborated with cross-functional teams across multiple departments to achieve goals.
- Traveled to customer sites to provide in-progress reports along with taking photo documentation for stakeholders.
- Provided leadership during times of ambiguity or uncertainty while motivating the team.
- Organized and led kickoff and status meetings to communicate project expectations prior and post project execution.
- Established strong relationships with vendors and negotiated favorable contracts.
- Assessed customer needs and created solutions that exceeded expectations.
- Utilized multiple Software's such as PropertyWare, (MIMO) Speadsheet, Inspectify, Monday.com, RenoWalk, etc.
- Coordinated team members to ensure tasks were completed on time and within budget.
- Led a team of 12 Field Inspectors throughout the lower East Coast, along with 4 Turn Coordinators ensuring all employees adhere to company policies and meeting their deadlines.
- Communicated effectively with all levels of stakeholders including executives.
- Managed project budget and oversaw expenditures to keep costs controlled and within budget parameters.
- Facilitated brainstorming sessions to generate new ideas for improving processes.
- Monitored performance of project team members to provide performance feedback.
- Scheduled and facilitated project meetings.
- Negotiated with project stakeholders and suppliers to obtain resources and materials.
Floating Leasing Manager / Community Manager
Parr Investments, INC.
01.2020 - 07.2022
- Built strong relationships with tenants through exceptional customer service, resulting in increased lease renewals.
- Optimized unit turnover times by working closely with maintenance staff to prioritize repairs and cleaning tasks.
- Managed daily and weekly marketing and leasing plans.
- Managed lease agreements from inception to termination, ensuring legal compliance and minimizing potential disputes between parties.
- Organized and hosted community events, fostering a positive living environment for tenants.
- Utilized OneSite for all prospect, tenant and maintenance records.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Worked with and communicated daily with the Regional Manager and company President to ensure goals are being met.
Leasing Specialist
Blue Ridge Companies
02.2019 - 01.2020
- Meet with prospects and tour them through vacant units that would interest them in submitting an application.
- Memorize residents and their building and apartment number, to ensure every resident who comes into the office, I would know their name and address by heart.
- Prepare and execute leases in accordance with the community standards and regulations.
- Collect application fees, move in balances, and rent payments.
- Handle pre-move in inspections as I create punch lists, and then coordinate with maintenance the list so they have a full understanding of what needs to be done in the apartment home.
- Walk move out units, create a list of damages and potential charges, as well as uploading all pictures showing proof of damages.
- Generate and submit all transfer agreements as well as collect any transfer fees and prorated rents that are applicable.
- Work with delinquency to shrink down the monies owed for late payments or previous residents - calling all current and previous residents who owe money as well as leaving notices on apartment doors.
- Generate and send all renewal offers and send them accordingly as well as ensuring I contact those residents via email or phone.
- Review and verify an application as well as reviewing all received documents to ensure all documents are true and accurate.
- Keep up-to-date with Pet Screening - verifying all residents who have a pet on their lease agreement are paying the correct pet rent amount each month and adjusting if needed.
- Adding charges to a resident account if they receive a fine due to not abiding by the community policies.
- Keep up-to-date with all key fobs and pool passes - ensuring all information is valid and ensuring only current residents have apool pass.
- Market our community to different locations and businesses.
Leasing Specialist
KeyStone Homes, INC
04.2018 - 02.2019
- Present the property to prospects and the provided amenities in a positive manner.
- Using Lead2Lease to add and track possible leads.
- Using OneSite to apply a prospect, to screen an applicant, and to submit service requests for maintenance.
- Determine the needs and living standards of potential residents.
- Going over lease details using Blue Moon Software to new move ins or renewals, and ensure they receive a full understanding of their rental increase and lease term.
- Filing away all paperwork in the proper location, creating an organized work environment.
Education
HS Diploma -
SOUTHWEST Guilford High School
06.2016
Skills
- Time Management
- Strong Communication
- Leadership
- Systems and Software Expertise
- Client Relations
- Vendor Management
- Schedule Management
- Strategic Planning
Timeline
Senior Account Manager
BV Building Solutions
11.2024 - Current
Property Manager / Lead Turn Coordinator
HomeRiver Group
07.2022 - 11.2024
Floating Leasing Manager / Community Manager
Parr Investments, INC.
01.2020 - 07.2022
Leasing Specialist
Blue Ridge Companies
02.2019 - 01.2020
Leasing Specialist
KeyStone Homes, INC
04.2018 - 02.2019
HS Diploma -
SOUTHWEST Guilford High School
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