Michael Coates

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• Motivated, trained, and disciplined employees to maximize performance.
• Resolved problems promptly to elevate customer approval.
• Managed team schedule with eye for coverage needs and individual strengths.
• Oversaw management of Garden-style complex with 532 total units
• Enforced quality assurance protocols to deliver ideal customer experiences.

• Elevated customer service experience for existing and prospective residents in accordance with service standards
• Average 63% renewal retention on 200 total unit buildings overreporting period of September - January 2023.
• Analytical reasoning skills with ability to define problems, collect data, establish facts and draw valid conclusions.
• Worked with maintenance staff to complete timely repairs and enhancements.
• Received and processed resident payments and updated system account with latest information.
• Handled all tenant logistics and leases and effectively scheduled appointments, showings, move-ins and move-outs.
• Inspected buildings, vacant units and common areas regularly to identify repairs needing immediate attention.
• Evaluated property conditions and recommended improvements.
• Provide sales, customer service, and administrative leadership and support to the team and overall operation
• Contributing to the achievement of financial objectives by assisting with rent collection, timely bill processing and payment, operational forecasting, annual budget prep, scheduling expenditures, variance analysis, and initiating corrective action
• Navigated and resolved resident issues with clear and courteous communication and coach others in doing the same
• Contributed to the ideation and implementation of advertisement materials and community marketing campaigns
• Created and disseminated timely, clear, and compassionate communications to prospects, residents, vendors, and internal groups/team members
• Contributed to elevating and maintaining an exceptional online reputation and compliance with state and local legal requirements.

• Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer
• Discovers and responds to customer needs
• Develops positive relationships with shift team by understanding and addressing individual motivation, need and concerns
• Executes store operations during scheduled shifts
• Organizes opening and closing duties as assigned
• Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift
• Follows all cash management and cash register policies and ensures proper cash management practices are followed by shift team
• Follows up with baristas during the shift to ensure the delivery of legendary customer service for all customers.

• Collected Market data
• Promoted social media growth
• Oversaw opening of brand new 241 unit development
• Ensuring the vacant units are ready for new occupants
• Marketing the company’s properties by advertising and showing existing vacancies to prospective tenants
• Collecting rents and following up on overdue payments
• Keeping and maintaining records of new tenants, existing tenants and rent payments
• Reporting any issues to the lead property manager
• Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
• Showed apartments to potential tenants and answered questions regarding community.
• Kept accurate records of all resident and tenant correspondence.
• Followed up on delinquent tenants and coordinated collection procedures.
• Completed final move-out walk-throughs with tenants to identify required repairs.
• Processed security deposit refunds.
• Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.

• Achieving leasing goals by overseeing leasing and marketing functions as well as conducting tours of the community, handling marketing functions and completing related administrative duties and reports
• Providing outstanding customer service to prospective residents, current residents and visitors
• Assisting with resident relations, office administrative duties, and property management tasks
• Work schedule includes weekends in addition to occasional early mornings or evenings for resident and marketing events., #BAMASITS
• The Link Evanston
• Grand Opening

• Create exceptional experiences by responding promptly and professionally to all customer inquiries received in person, by email and phone
• Establish a positive relationship with each resident, future resident, and all visitors
• Attract new residents through advertising, conducting leasing tours, and encouraging referrals
• Oversee and manage all leads in lead management system and follow up using Legend’s best practices
• Manage the leasing process from first point of contact to move in
• Use market and competitor knowledge to lead leasing meetings
• Prepare all sales administrative reports
• Monitor service requests and communicate with service team and residents to assure concerns are resolved adequately
• Coordinate and participate in resident retention program and renewal process
• Plan,manageandconductmarketingoutreachwithleasingteamtohelpsiteachievemonthly goals
• Together with Property Managers and Assistants, organize and conduct resident events
• Consistently post engaging content to social media accounts
• Demonstrate behaviors that cultivate a positive work culture
• Commit to professional development, stay up-to-date with industry trends and changes, and attend training