SHAE HARRIS

• Established and maintained operational standards for portfolio of 8-11 communities totaling 2,500-3,200 units in Arlington, VA, and Alexandria, VA.
• Provide direction and oversight to onsite property management leadership teams. Accountable for portfolio’s business results: emphasis on customer service, employee performance, implementation of corporate initiatives, and overall financial goals of portfolio.
• Maximize potential of real estate and property personnel, including oversight of financial performance, resident satisfaction, employee recruitment/retention/engagement/performance, pricing, procurement and property maintenance, sales/leasing, acquisition/disposition/development of properties within portfolio, and rehab/repositioning of assets.
• Prepare annual budgets and make recommendations regarding operating plans and capital improvement projects, and monitor budget compliance and operating plans throughout the year.
• Conduct property inspections and provides direction on operations and resident issues. Interacts with residents to resolve escalated customer service issues.
• Performs hiring, training, coaching, workforce planning, performance management, salary administration, disciplinary counseling, and termination of subordinates.
• Performs market analysis of competitive product and reviews results of competitive surveys with Pricing Department to develop pricing strategies and monitor results. Implements leasing specials when needed. Monitors renewal retention and maximizes renewal growth.

2400 M/425 Mass - 2 luxury high-rises in the District of Columbia

2400 M: 359 units with a team of 12 employees
425 Mass: 559 units with a team of 19 employees

• Oversaw scheduling, pricing, and production of rehab project.
• Managed high turnover in high-demand season.
• Created successful waitlist process which allowed for less vacancy loss/an increase in income during budgeted/forecasted drops in occupancy. Created renewal process which predicted more accurate forecast of summer occupancy while obtaining maximum increases.
• Assisted Regional Manager with resident relations, portfolio meeting agendas, budgets, financial preparation, and sat in on/presented to VP during VP/RM monthly financials.
• Assisted OTD with creation and implementation of Accelerate Program for newly hired managers. Created Transition Guide to streamline onsite process for new managers.
• Lead mentor to all newly hired managers.

1210 Mass/Carlyle Mill/2400 M

• Coached and motivated staff to ensure highest level of customer service was given to both residents and future residents.
• Developed sales team to ensure maximum rental income and occupancy.
• Planned and lead weekly sales meeting to discuss current market conditions, objections, current sales report, company policies, etc.
• Continually monitored occupancy and rental income to meet or exceed budget.
• Effectively negotiated renewals to maintain high retention rate.
• Managed and submitted invoice payments in a timely manner.
• Filed legal proceedings in accordance with local and state laws.
• Conducted quarterly property inspections to maintain company standards on all aspects of the building.
• Controlled operating budget for garden-style and luxury high-rise communities.
• Managed and maintained retail spaces within community.

1210 Mass/2400 M

• Completed final move-out walks, assessed all move-out charges, and completed all final Statement of Deposit Account paperwork.
• Processed rental payments in a timely manner, as well as assessing late fees on delinquent accounts.
• Maintained delinquency of 1% or less.
• Planned all quarterly resident events.
• Maintained Customer Loyalty Score (CLS) of 60% by offering high level of customer service.

Skyline Towers

• Leased apartments and sold services of company to prospective residents.
• Maintained thorough knowledge of property and that of major competitors.
• Responded to internet leads, answered prospect calls, and conducted property tours.
• Developed rapport with prospects by offering outstanding customer service that continued throughout their residency.
• Prepared all lease-related paperwork, including new residents and renewing residents Conducted weekly market survey calls.
• Maintained curb appeal of community by walking grounds.
• Entered service requests and followed up to make sure residents were very satisfied with the results of the work.