MONICA HAILES

Oversaw daily property and facilities operations, focusing on effective workflow optimization to enhance efficiency and service delivery. Collaborated with the GM to implement initiatives, achieving a 98% occupancy rate. Managed vendor relationships through scheduling, service coordination, and performance follow-up. Fostered positive tenant relations by resolving service requests and property infractions promptly. Conducted regular property inspections to ensure compliance with Housing Quality Standards (HQS), and implement proactive maintenance strategies.

• Addressed escalated resident complaints promptly, ensuring satisfactory outcomes.
• Streamlined communication with government agencies, enhancing collaboration among council members.
• Ensured compliance with HPD/DOB policies, procedures, and regulatory requirements across all departments

Oversaw operations of a Commercial Class A building, ensuring compliance with NYC building rules and regulations. Assisted in preparing and reviewing reports on income, expenses, work orders, and real estate tax filings. Supervised engineering, cleaning, security, and administrative teams to maintain efficient building operations. Conducted regular inspections to verify adherence to procedures, and managed tenant improvement and capital projects.

• Coordinated with vendors and contractors, ensuring compliance with service contracts.
• Resolved complex issues through effective communication with senior management, clients, and tenants.

Facilitated development of accurate quotes and cost-efficient solutions for account managers, project managers, and sales executives.
Coordinated project logistics through creation of laser e-changes, installation packages, and operational requests.
Resolved daily order issues by verifying specifications with architects and design teams.
Oversaw bid requests, managed vendor onboarding, and confirmed ETA along with vendor deposits.

• Enhanced sales administration processes for order fulfillment and logistics completion.
• Implemented strategies for consistent New York State Contract New Business Development.

Strategized event management and administration, coordinated special projects, and entertainment logistics. Streamlined event processes through effective strategy implementation. Organized office procedures, ensuring the accuracy of client files, cost estimates, and invoices. Supported senior management, supervising administrative staff, while maintaining confidential personnel records.

• Enhanced internal efficiencies, significantly reducing administrative costs.
• Recognized by the CFO for consistent performance exceeding organizational standards.
• Developed business plans and recommendations to optimize operations.

Directed and led administrative staff, including two management tiers, to meet rigorous, time-sensitive deadlines. Provided strategic oversight for human resources, organizational development, space leasing, and emergency planning related to Census operations. Hired and trained administrative personnel while optimizing productivity in office systems, ensuring adherence to policies, minimizing errors, and enhancing solutions. Supported the designated geographic region and served as a Business Partner Consultant to multiple Census managers under the Local Census Office Manager's guidance.

• Achieved Certificate of Accomplishment and Administration Excellence Award.
• Improved personnel training programs, resulting in enhanced productivity.
• Streamlined administrative processes, reducing error rates significantly.

Managed day-to-day property operations, overseeing leasing staff, move-ins/outs, and billing processes. Maintained vendor, contractor, and state inspector databases. Conducted physical inspections, recruited, and trained supporting staff. Fostered effective communication with senior management and prepared reports for the regional PM, including budgets and allowances.

• Achieved 95% occupancy through strategic marketing and tenant retention.
• Enhanced operational efficiency by implementing productivity initiatives.
• Developed staff capabilities through targeted training programs.

Supported property managers with 14 Class A commercial buildings, and handled tenant inquiries, complaints, and concerns. Assisted with property inspections, CAM reports, and maintained tenant relations. Managed databases for lease commencements, expirations, invoices, purchase orders, and vendor contracts. Ensured effective communication between Property Managers to maximize tenant satisfaction, earning the outstanding accomplishment, AA Award.

• Executed regular updates on tax escalations, lease terms, and amendments.
• Facilitated seamless operations by addressing tenant concerns, and providing timely information.
• Strengthened tenant relationships through exemplary service and follow-up.