Merlene Graham
Atlanta,GA, USA
Summary
Dedicated and driven Leader with more than 14+ years of progressive management experience serving our clients and residents by taking initiative to meet and exceed expectations. Thriving in high volume environments, while keeping clear and open communications. My competitive spirit and transparency allows me to build bonds that create strong productive teams who aim for excellence through combined efforts.
Overview
9
9
years of professional experience
Work History
Supervising Benefits Coordinator
Globe Life Insurance
02.2015 - 05.2017
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Checked employees' benefits enrollment for accuracy and inputted all data into [Software].
- Observed strict procedures to maintain data and plan participant confidentiality.
- Implemented open enrollment system to streamline benefits processes for employees.
- Collaborated with HR to develop and maintain up-to-date benefits manual.
- Built relationships with vendors to foster quality service delivery.
- Coordinated and conducted employee orientations to promote understanding of coverage and options.
Property Manager-Leasing Administrator
Excalibur Homes LLC
10.2021 - 01.2024
- Knowledgeable prioritizing, multi-tasking, and following through with objectives to execute performance goals of SFR portfolio of over 600+ units
- Generate and execute new leases and achieve monthly sales quotas with over 90% occupancy
- Rent collections, payment processing, delinquency, billbacks, concessions, utilities, Monthly bills, budgets, reconciliations and other reports
- Acting as the liaison for all relations with clients, owners, board members, tenants, vendors, prospects, associates and others; Forecasting, problem solving, troubleshooting, and improvising; Process occupancy, rention, execute renewals, and market analysis
- Code or HOA CC&Rs, violations & ensured policy compliance
- Attend court hearings, negotiate Consent Agreements & provide detailed support for Attorney Witness where applicable
- Well versed in HAP Contracts, Section8, Rental Assistance, HUD and some Government Funded Associations through various counties
- Compliant with Fair Housing and all other Federal, State and Local laws pertaining to Single/Multi-Family Housing
- Process Move-Ins, Move-Outs, Final Move-Out Accounting and Turns assistance
- Support maintenance, vendor relations, estimates, approvals & invoices
- Assist oversight of daily operations, assist PM and assist prospective tenants
- Lease negotiations, renewals and extentions
- Brand Ambassador, marketing and project coordinator; attend resident social events
- Perform administrative duties including managing calendars, hosting meetings, preparing reports and financial data for KPIs
- Acquisitions, recruiting, training, and supervising other support staff and customer relations
- Strong written, verbal, and interpersonal skills; working as liasion for clients, staff, vendors, cutomers and leadership
- Process Leasing, Renewals and Move-outs
- Coordinate Maintenance projects
- Maintained inventory and supplies
- Review, process and dispute Monthly Invoices, Bills & Expenses
- Sensitivity to confidential matters; celebrity clientele
- Some travel locally and out of state.
Administrative Assistant
Blend
06.2017 - 11.2021
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Department Manager (Member Services)
Sam's Club
06.2018 - 04.2021
- Established team priorities, maintained schedules and monitored performance.
- Developed detailed plans based on broad guidance and direction.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Managed senior-level personnel working in marketing and sales capacities.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Launched quality assurance practices for each phase of development
Property Manager
Excalibur Homes
10.2021 - 02.2024
- Generate and execute new leases and achieve monthly sales quotas with over 90% occupancy
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Followed up on delinquent tenants and coordinated collection procedures.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Coordinated with legal counsel to resolve tenant disputes.
- Communicated effectively with owners, residents, and on-site associates.
- Collected and maintained careful records of rental payments and payment dates.
- Generated leads for sales and rental properties through cold calls and referrals.
- Responded to Common Area Maintenance (CAM) inquiries.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Generated professional networks by engaging in professional, industry and government organizations.
- Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
- Coordinated appointments to show marketed properties.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Kept properties in compliance with local, state, and federal regulations.
- Maximized rental income while minimizing expenses through effective planning and control.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
Education
Associate of Arts -
Bauder College
Atlanta, GA06.2014
Associates of Arts in Business Administrative - undefined
Florida State University
Tallahassee, FL05.2005
Skills
- Real Estate Licensed SalesPerson
- Registered Appraiser*
- Detailed record keeping & Organized
- Excellent Verbal and Written Communications
- Strong Customer Service
- Marketing & Sales Analysts
- Maintenance/Vendor Relations
- Budgeting & Financials
- Time Management
- Self-driven and Competitive
- Analytical & Quantitative skills
- Rent Manager, Property Boss, OneSite, MRI, YARDI, Tenant Turner, Property Meld, Adobe, Zendesk, Rent Cafe', CSS and other Management software
- Proficient Skills in Microsoft Office Suites & Teams
- Excel/Spreadsheet/Smartsheet/Powerpoint
Personal Information
Title: Property Manager-Leasing Administrator
Timeline
Property Manager
Excalibur Homes
10.2021 - 02.2024
Property Manager-Leasing Administrator
Excalibur Homes LLC
10.2021 - 01.2024
Department Manager (Member Services)
Sam's Club
06.2018 - 04.2021
Administrative Assistant
Blend
06.2017 - 11.2021
Supervising Benefits Coordinator
Globe Life Insurance
02.2015 - 05.2017
Associates of Arts in Business Administrative - undefined
Florida State University
Associate of Arts -
Bauder College
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