Susana Zetino
Olive Branch,Mississippi
Summary
Dedicated Senior Property Manager with a background of eleven years overseeing various daily operations for properties. In-depth knowledge of tenant, landlord, and association laws who have concern for both sides of the equation, from residents to board members. Highly skilled in conflict resolution and mediation techniques. One of the primary focuses is satisfying tenants, maintaining high occupancy rates, and taking the initiative in finding workable solutions. Ready to leverage training and experience to take on new professional challenges.
Overview
12
12
years of professional experience
Work History
Senior Property Manager/Assistant Regional Manager
Silverstone Management
06.2021 - Current
- Communicated effectively with owners, residents, and on-site associates and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Followed up on delinquent tenants, coordinated collection procedures, and completed evictions from start to finish and renewals.
- Completed final move-out walk-throughs with tenants to identify required repairs and processed security deposit refunds.
- Monitored financial forecast, budget, cash intake, and deposit records, increasing accuracy and reducing discrepancies.
- Assessed reports on occupancy, delinquency, budget variance, and make-readies.
- Negotiated vendor contracts and presented them to owners for approval.
- Conducted property visits to assess curb appeal, office upkeep, and maintenance activities.
- Analyzed operational information for impact on ROI, identified trends, recommended appropriate adjustments, and maximized rental income while minimizing expenses through effective planning and control.
- Implemented and enforced policies and procedures to maintain six properties to the highest standards.
- Conduct regular inspections of both interior and exterior of properties for damages to keep properties in compliance with local, state, and federal regulations.
- Collaborated with design, editorial, and marketing departments to meet desired content goals and build websites for two properties.
- Assist the corporate office with any financial inquiry from an employee or the accounting department.
Office Administrator/Assistant Project Manager
Great Western Builders
05.2021 - 08.2021
- Performed accounting activities by preparing expense reports, purchase orders, and invoices.
- Managed executive calendars to coordinate meetings and appointments strategically.
- I answered multiple console telephone systems to direct calls to appropriate personnel.
- Developed and maintained project documentation for reliable records.
- Documented project progress to fulfill project requirements and establish traceability.
- Negotiated contracts and agreements with vendors for constructive supplier relations.
- Completed payroll for office staff
- Opened, sorted, and distributed incoming messages and correspondence to a12-person team
- Completed bi-weekly payroll for seven employees
Senior Property Manager
Applewood Property Management
10.2018 - 05.2021
- Investigated and resolved any tenant complaints.
- Attracted tenants by advertising vacancies and personally showed units to potential renters.
- Maintained building systems by working with maintenance services and supervised repairs.
- Administered operations to handle needs of more than 300 tenants across 146 property units.
- Prepared Applewood annual budget, scheduled expenditures and collected monthly rent from tenants.
- Established rental rates by surveying local rental rates and calculated overhead costs.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
- Collected and maintained careful records of rental payments and payment dates.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Generated leads for sales and rental properties through cold calls and referrals.
Case Manager
San Antonio Housing Authority
04.2018 - 08.2018
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Assisted clients in navigating housing, legal services, and public benefits to gain access to valuable resources.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Developed and implemented safety plans to protect clients at risk of harm.
- We conducted in-home visits to provide supportive services.
- Build positive and trusting relationships with diverse populations, particularly participants experiencing trauma, homelessness, and physical and mental health disabilities.
- Completes and tracks annual re-certifications on residents at the assigned developments as directed by the property Manager. This includes entering accurate data into SAHA’s MLS software and generating statistical and narrative reports to the assigned property manager or management.
- Completes interviewing and income change for residents at the assigned developments as directed by the community Manager. Issues lease violations and monitors curb appeal for residents at the given developments as required by the Property Manager.
Assistant Property Manager
Peak Living
02.2016 - 04.2018
- Followed up on delinquent tenants and coordinated collection procedures.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Kept accurate records of all resident and tenant correspondence.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Showed apartments to potential tenants and answered questions regarding community.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
- Inspected common areas for cleanliness and notified maintenance of overflowing trash.
- Processed security deposit refunds.
- Collected and maintained careful records of rental payments and payment dates.
Leasing Manager
ROCO Real Estate
02.2014 - 02.2016
- Managed daily and weekly marketing and leasing plans.
- Trained leasing professionals on regulatory requirements, company policies, and office procedures.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Collected, completed, and processed lease applications.
- Established key relationships with potential leasers and renters.
- Monitored performance of individual leasing agents and coached on successful strategies.
Assistant Sales Manager
Smooth Wireless
10.2013 - 02.2014
- Assisted sales team with completing customer transactions and managing issues.
- Trained new associates in successful sales and performance strategies.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed and developed sales team.
- Generated sales report to help upper management make effective decisions and sales plans.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Completed store opening and closing procedures by counting drawers and managing security.
- Demonstrated exemplary customer service by engaging clients on sales floor.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Leasing Agent
Resource Residential
11.2012 - 10.2013
- Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
- Performed background, reference and credit checks as part of screening process of prospective tenants.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Distributed and followed up on tenant renewal notices.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
- Participated in property inspections to prepare for move-ins and move-outs.
Tax Preparer
Villasenor Taxes
04.2012 - 11.2012
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Assessed client tax situations to determine best filing options.
- Prepared tax returns for clients in various industries according to government regulations and requirements.
- Maintained compliance by adhering to current tax laws and regulations.
Education
No Degree - Accounting And Business Management
Southwest Tennessee Community College
Memphis, TNHigh School Diploma -
Kirby High School
Memphis, TN05.2012
Skills
- Staff Supervision
- Understanding of Lease Agreements
- Administrative Oversight
- Budget Management Skills
- Contract Administration
- Tenant Relations
- Vendor Management Knowledge
- Contract Negotiation
- Data Entry
- Maintenance Oversight
- Vacancy Marketing
- Website Development
- Client Relations
- Financial Reporting
- Staff Coordination
- Construction Project Oversight
- Tenant and Eviction Laws
- Proficient in many software such as Yardi, Buildium, Bluemoon leases, AvidXchange, Entrada, AMSI, Core Logic, Elite Sofware, Property Solutions, ManageGo, ZeGo, and Rent Manager
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Property Manager/Assistant Regional Manager
Silverstone Management
06.2021 - Current
Office Administrator/Assistant Project Manager
Great Western Builders
05.2021 - 08.2021
Senior Property Manager
Applewood Property Management
10.2018 - 05.2021
Case Manager
San Antonio Housing Authority
04.2018 - 08.2018
Assistant Property Manager
Peak Living
02.2016 - 04.2018
Leasing Manager
ROCO Real Estate
02.2014 - 02.2016
Assistant Sales Manager
Smooth Wireless
10.2013 - 02.2014
Leasing Agent
Resource Residential
11.2012 - 10.2013
Tax Preparer
Villasenor Taxes
04.2012 - 11.2012
No Degree - Accounting And Business Management
Southwest Tennessee Community College
High School Diploma -
Kirby High School
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