Michelle Lease
Mount Savage ,MD
Summary
Dynamic property management professional skilled in tenant relations and property marketing. Demonstrated success in resolving tenant issues, conducting eligibility assessments, and ensuring compliance with housing regulations, contributing to improved tenant satisfaction and operational efficiency.
Overview
24
24
years of professional experience
Work History
Certified Occupancy Specialist
Frostburg Housing Authority
Frostburg, MD
11.2024 - Current
- Coordinated inspections to ensure compliance with housing regulations.
- Provided support in resolving tenant inquiries and disputes efficiently.
- Educated residents about their rights and responsibilities under housing policies.
- Advised new tenants on their rights and responsibilities according to the lease agreement.
- Performed lease-up activities such as marketing units, conducting property tours, completing applications and collecting security deposits.
- Ensured that all documentation related to tenant applications is up-to-date and complete prior to approval or denial of tenancy requests.
- Conducted annual recertifications for all residents in accordance with HUD regulations.
- Verified applicant's information using various sources such as credit bureaus, landlord references, employment verifications.
- Participated in training sessions related to fair housing law requirements.
- Facilitated move-in and move-out inspections to ensure proper condition of units prior to new resident occupancy or after a resident vacates.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Conducted eligibility assessments for housing assistance applicants.
- Managed resident files and maintained accurate documentation systems.
Senior Property Manager
Fairstead
New York, New York
03.2023 - 06.2024
- Managed daily operations of residential properties and ensured high-quality tenant experiences.
- Coordinated maintenance requests and resolved tenant issues promptly and effectively.
- Developed and maintained strong relationships with tenants, vendors, and service providers.
- Monitored budgets and expenses to maintain financial health of managed properties.
- Handled rent collections from tenants on a monthly basis and kept accurate records of payments received.
- Ensured all tenants adhered to rental agreements, lease terms, and applicable laws.
- Resolved tenant complaints in a timely manner.
- Prepared reports on the condition of managed properties for owners or investors.
- Coordinated necessary repairs or renovations with contractors as needed.
- Negotiated contracts with vendors for the maintenance of properties.
- Enforced occupancy policies and procedures by confronting violators and taking corrective action.
- Contracted with tenants by negotiating leases and collecting security deposits.
- Screened potential tenants through background checks, credit reports, references.
- Provided guidance and support to junior members of the team when needed.
- Developed and implemented policies, procedures and systems to ensure efficient management of properties.
- Collaborated with attorneys regarding legal matters involving the ownership or leasing of property.
- Performed periodic reviews of existing leases for accuracy and completeness.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Managed and oversaw operations, maintenance and administration of properties.
- Met with clients to negotiate management and service contracts.
- Compiled and conveyed operational and financial data to regional manager.
Assistant Property Manager
Fairstead
New York, New York
06.2021 - 03.2023
- Assisted in daily property management tasks and tenant communications.
- Coordinated maintenance requests and scheduled repairs for residential units.
- Managed lease renewals and ensured compliance with property regulations.
- Supported financial operations by processing rent payments and invoices.
- Facilitated property showings and conducted walkthroughs for prospective tenants.
- Collaborated with team members to enhance tenant satisfaction initiatives.
- Provided administrative support for the property manager including filing, typing correspondence, answering phone calls and scheduling meetings.
- Handled complaints from tenants regarding maintenance issues and resolved them promptly.
- Maintained accurate records of all transactions involving tenants' accounts including rent payments and late fees.
- Handled resident complaints and expedited maintenance requests.
- Collected monthly assessments, rental fees, deposits and payments.
- Collected first month's rent along with security deposit prior to move-in date.
- Created tenant files, maintained records of rental payments, and tracked lease agreements.
- Developed strong, professional relationships with residents by delivering exemplary service and engagement.
- Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements.
- Conducted apartment tours for potential tenants and answered questions about property.
- Processed applications received from prospective tenants verifying credit history, employment status.
- Explained policies and procedures to tenants and enforced rules.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Checked rental eligibility by following company's verification process.
- Conducted regular inspections of properties to identify any needed repairs or improvements.
- Reviewed completed applications and assessed household information against file history and program regulations.
- Interacted with potential renters during showings providing information about the property features.
- Escalated critical issues to property manager to promote immediate resolution.
- Checked common areas regularly to keep neat, clean and free of debris.
- Ensured compliance with all applicable laws related to fair housing practices.
- Organized periodic tenant appreciation activities such as barbeques or holiday parties.
- Coordinated move-ins and move-outs, ensuring smooth transitions for tenants.
- Managed overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
School Bus Driver
Ryan Ranker Busing
Ellerslie , MD
08.2020 - 06.2021
- Safely transported students to and from school and events.
- Conducted pre-trip inspections on the bus for safety compliance.
- Managed student behavior and enforced safety rules during transit.
- Transported students to school in a timely manner while keeping assigned route schedule.
- Performed pre-trip inspection and mechanical checks before scheduled run.
- Obeyed DOT rules and regulations and local laws to maximize safety.
- Monitored student behavior on the bus and enforced rules consistently.
- Attended staff meetings and training sessions regularly for professional development purposes.
- Followed schedules and routes to maintain timely arrivals and departures.
- Maintained bus cleanliness, inspected for mechanical problems, and reported any issues to supervisor.
- Developed positive relationships with students through friendly interactions.
- Maintained order and discipline on bus to prevent accidents or injuries.
- Ensured safety of students by following all traffic laws and regulations.
- Used navigation equipment and two-way radio while remaining focused on safety.
- Reported student behavior incidents promptly to the appropriate personnel.
- Assisted with loading and unloading of passengers as needed.
- Assisted passengers in evacuation of bus in case of emergency.
- Regulated heating, lighting and ventilation systems for passenger comfort.
- Reported delays, accidents or other traffic and transportation situations to supervisor.
- Provided helpful directions and assistance to students during their ride.
- Cleaned and sanitized bus interiors to lessen germ spread.
- Inspected vehicle tires, brakes, windshield wipers, lights and fluids to verify safe operation.
- Enforced safety rules as students boarded and exited buses and crossed streets near bus stops.
- Reported bus malfunctions or repairs needed.
- Drove gasoline, diesel or electrically powered multi-passenger vehicles to transport students.
- Operated bus safety lighting to increase safety during bus stop boarding and departing.
- Performed work assignments according to instructions received.
- Reported accidents, hazards or transportation delays using mobile two-way radios.
- Regulated environmental controls for student comfort.
Resident Services Coordinator
Hampstead
03.2011 - 08.2020
- Coordinated resident services and events to foster community engagement.
- Developed and maintained strong relationships with residents and families.
- Assisted residents with inquiries and resolved concerns swiftly.
- Organized social activities to promote a vibrant community atmosphere.
- Ensured compliance with health and safety regulations for all events.
- Collaborated with outside organizations such as homeless shelters, food pantries, job training centers to provide additional resources for clients in need.
- Established relationships with various community partners and vendors who can provide services or goods beneficial to our clients.
- Coordinated referrals to appropriate community-based organizations and agencies.
- Conducted home visits to assess resident's living conditions and identify potential service opportunities.
- Participated in weekly staff meetings to discuss current cases and develop strategies for addressing client needs.
- Actively participated in monthly team meetings with supervisors to review performance metrics and discuss new initiatives for improving services delivery.
- Assisted in the development of resources available to residents including housing assistance, financial assistance, employment opportunities, health care access, and educational programs.
- Organized recreational activities such as sports tournaments, movie nights, holiday parties for residents at the facility.
- Created a welcoming environment by greeting visitors warmly and providing prompt service.
- Provided crisis intervention services as needed to address immediate concerns or issues related to mental health or substance abuse problems.
- Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
- Developed and deepened relationships with residents and fellow staff.
- Fostered relationships with residents and worked with new residents to optimize acclimation and ease transition to new living environment.
- Conducted regular rounds to keep residents and areas safe and secure.
- Answered telephones and routed calls or delivered messages.
- Chaperoned group-sponsored trips and social functions.
Customer Service Representative
Peppers Inc.
Cumberland, Maryland
08.2001 - 03.2011
- Provided support through multiple communication channels including phone and email.
- Maintained up-to-date knowledge of products and services offered by the company.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Strengthened customer retention by offering discount options.
- Took special orders in person and over telephone, generating additional revenue every month.
Education
High School Diploma -
Fort Hill HIgh School
Cumberland, MD05-1988
Skills
- Lease administration and fair housing compliance
- Tenant screening and property marketing
- Regulatory inspections
- Customer relationship management
Accomplishments
Outstanding Business Student Award from Allegany County Chamber of Commerce
Timeline
Certified Occupancy Specialist
Frostburg Housing Authority
11.2024 - Current
Senior Property Manager
Fairstead
03.2023 - 06.2024
Assistant Property Manager
Fairstead
06.2021 - 03.2023
School Bus Driver
Ryan Ranker Busing
08.2020 - 06.2021
Resident Services Coordinator
Hampstead
03.2011 - 08.2020
Customer Service Representative
Peppers Inc.
08.2001 - 03.2011
High School Diploma -
Fort Hill HIgh School