Summary
Overview
Work History
Education
Skills
Zip
State
City
Accomplishments
Timeline
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NAHREIN KASSEM

Auburn,WA

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, leadership, problem-solving skills, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

14
14
years of professional experience

Work History

Operations Manager

HNN Communities
Bellevue, WA
02.2023 - 08.2024
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Managed social media accounts and campaigns.
  • Designed graphics and logos for advertisements, newsletters, and other marketing collateral.
  • Coordinated with external vendors to produce promotional items such as t-shirts and mugs.
  • Collaborated with internal teams on product launches and advertising strategies.
  • Maintained relationships with key customers through regular communication.
  • Organized promotional events to increase brand awareness and customer engagement.
  • Monitored online reviews and feedback from customers on various platforms to assess customer satisfaction levels.
  • Supervised the department and provided guidance and feedback to other marketing professionals.
  • Recommended policy changes to improve marketing tactics and strategies.

Senior Operations Specialist

HNN Communities
Bellevue, WA
09.2021 - 01.2023
  • Developed and maintained operational procedures to ensure smooth workflow in daily operations.
  • Analyzed data to identify potential areas of improvement, resulting in increased efficiency and cost savings.
  • Provided technical support to staff on a variety of system issues.
  • Implemented new processes for tracking, reporting and analyzing performance metrics.
  • Conducted regular reviews of existing policies and procedures, making recommendations for improvements as necessary.
  • Created detailed training materials for employees on how to use various software applications.
  • Coordinated with internal teams such as IT, finance, marketing, sales and customer service to ensure seamless integration across departments.
  • Organized monthly meetings with stakeholders to review performance metrics and discuss ways to improve productivity levels.
  • Supervised a team of junior operations specialists ensuring tasks were completed accurately and on time.
  • Developed effective communication protocols between internal teams and external partners and clients.
  • Adhered to company's standards and procedures and informed staff of these standards.
  • Trained, mentored and motivated employees to maximize team productivity.
  • Maintained positive working relationship with fellow staff and management.

Community Manager

HNN Associates LLC
Auburn, WA
04.2017 - 08.2021
  • Oversaw and successfully managed services and facility organization for 294 apartment Multi-housing community
  • Mitigated regulatory risks by conducting pre- and post-rental unit inspections to determine applicable charges for damages and market readiness
  • Monitored lease and renewal rental rates with leadership recommendations for change implementation
  • Partnered with maintenance to ensure vacant apartments are ready at all times
  • Performed regular inspections on all buildings, common areas and vacant units, identifying necessary repairs
  • Gained tenant satisfaction by showing and renting units, processing move-ins, initiating leases, executing renewals and handling move-outs
  • Tactfully settled neighborhood disputes with strong communication and issue resolution skills
  • Gathered information from residents and devised successful resolutions
  • Updated resident accounts with latest personal information and recent payments
  • Automated office operations, managing client correspondence, record tracking, budgeting, and data communications
  • Drove facility growth and increased resident morale by planning special activities
  • Supervised 8 employees by overseeing employee relations, ongoing training and coaching on best practices and protocol and performance reviews.

Assistant Community Manager

HNN Associates LLC
Auburn, WA
08.2014 - 04.2017
  • Conducted resident re-certification appointments and interviews monthly to update records appropriately and verify program eligibility
  • Drafted and composed correspondence to applicants and residents, including notifications determining residential eligibility
  • Oversaw repairs and enhancements by working closely with maintenance staff
  • Collected residents' monthly rent payments, recorded transaction details and submitted bank deposits promptly to ensure availability of operating funds
  • Tracked and monitored office supply inventory to restock and purchase new items, including sourcing and selecting best price suppliers
  • Performed regular inspections on all buildings, common areas and vacant units, identifying necessary repairs
  • Boosted tenant retention by addressing issues to achieve speedy resolution
  • Gained tenant satisfaction by showing and renting units, processing move-ins, initiating leases, executing renewals and handling move-outs
  • Mitigated regulatory risks by conducting pre- and post-rental unit inspections to determine applicable charges for damages and market readiness
  • Monitored lease and renewal rental rates with leadership recommendations for change implementation.

Leasing Professional

HNN Associates LLC
Auburn, WA
04.2010 - 08.2014
  • Conducted background checks on applicants
  • Maintained accurate records of all correspondence with and from tenants
  • Escalated critical issues to property manager to deliver immediate resolution
  • Encouraged prospective tenants to fill out applications after property tours
  • Promoted the property to businesses in the local area through marketing collateral, phone calls and email messages
  • Provided tours of property and amenities to prospective tenants and offered valuable information regarding major features
  • Contacted and followed up with tenants on renewal notices
  • Prepared lease paperwork and obtained signatures and first payments from new residents
  • Checked rental eligibility by following HNN's verification process
  • Showed tenants around properties, highlighting features and redirecting concerns to capture interest
  • Responded quickly to concerns regarding community from prospective and current residents
  • Detailed application requirements and answered questions from prospective tenants
  • Coordinated and followed up on maintenance requests for residents
  • Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues
  • Created and maintained monthly newsletter to keep residents aware of upcoming events and activities.

Education

High School Diploma -

Kentlake High School
Kent, WA
06.2008

Skills

  • Financial budgeting and reporting
  • Policy administration
  • Maintenance oversight
  • Office staff oversight
  • Community marketing
  • Tenant and eviction laws
  • Daily operations management
  • Income and expense management
  • Payment processing
  • Knowledgeable in Yardi, Rent Cafe, Moco, Onsite
  • Team training
  • Knowledge of leasing and market conditions
  • Fair housing mandates
  • Microsoft Office
  • Multi-family property management
  • Conflict handling
  • Time management skills
  • Organization and planning skills
  • Communication skills
  • Customer Service
  • Tax credit experience
  • Marketing
  • Systems implementation
  • Policies and procedures implementation

Zip

98092

State

WA

City

Auburn

Accomplishments

  • Emerald Award Finalist - Community Manager of the Year

Timeline

Operations Manager

HNN Communities
02.2023 - 08.2024

Senior Operations Specialist

HNN Communities
09.2021 - 01.2023

Community Manager

HNN Associates LLC
04.2017 - 08.2021

Assistant Community Manager

HNN Associates LLC
08.2014 - 04.2017

Leasing Professional

HNN Associates LLC
04.2010 - 08.2014

High School Diploma -

Kentlake High School

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NAHREIN KASSEM