Susan Renee Craig
Grimes
Summary
Accomplished Leasing Consultant with excellent abilities and over 20 years of experience in customer service, telephone etiquette and issue response. Detailed knowledge of Des Moines rental market for rental properties and impressive property management skills. Expert user of CRM/Yardi software. Well-qualified with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Energetic leasing specialist who offers wealth of experience in conducting property tours and launching successful marketing initiatives. Clear knowledge of federal fair housing laws and local regulations. Firm but fair when dealing with tenants concerning rents due, maintenance and neighbor complaints. Well-qualified with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Leasing professional with solid track record in managing resident relations and lease agreements. Proven ability to maintain high occupancy rates and improve tenant satisfaction. Team-oriented with focus on adaptability and achieving results while leveraging strong communication and organizational skills.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Leasing Consultant
BH Management
12.2014 - 03.2025
- Leases apartments in the community to new prospective residents as well as present residents
- Exceptional telephone, in-person, and email skills in communicating with residents
- Conducts site tours of the community and follow up on all sales leads.
- Maintains a professional appearance to create a great living experience for residents and prospects
- Is meticulous in all lease paperwork, service calls, and follow up with residents.
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
- Enhanced community atmosphere by planning and executing engaging resident events.
- Trained Newly Hired Leasing Consultants for Management
- Enhanced client experience through conducting professional property tours and showcasing community features.
- Increased tenant satisfaction by efficiently addressing and resolving leasing inquiries and concerns.
- Developed strong relationships with potential tenants by providing personalized customer service during the leasing process.
- Contributed to high occupancy rates by effectively marketing available properties and promptly following up on leads.
- Conducted thorough market research to stay informed of current trends and competitor offerings.
- Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.
- Collaborated with team members to consistently provide a seamless leasing experience for all clients.
- Improved overall property appearance by coordinating regular inspections and suggesting necessary improvements.
- Ensured compliance with fair housing laws, keeping detailed records of all tenant interactions and transactions.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Provided exceptional customer service, addressing inquiries in a timely manner to maintain positive relationships with tenants.
- Implemented creative incentive programs for renewals, resulting in increased retention rates among existing tenants.
- Coordinated closely with maintenance staff to ensure apartment units were prepared for new occupants in a timely manner.
- Contributed valuable input during team meetings, sharing ideas on how to improve processes and enhance the overall resident experience.
- Maintained organized files on all current and past tenants, allowing for efficient retrieval of information when needed.
- Greeted clients, showed apartments, and prepared leases.
- Verified tenant incomes and other information before accepting lease applications.
- Responded to requests and scheduled appointments for property showings.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Collected rent and tracked resident payments and information in computer system.
- Distributed and followed up on tenant renewal notices.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Registered clients on database to enable tracking history and maintain updated records.
- Distributed flyers to raise awareness of properties and attract more tenants.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
Real Estate Agent/ Customer Service Representative
Fireside Realty
02.1994 - 12.2014
- Assists customers in locating suitable residential apartments while serving the role of being a liaison between landlords and prospective tenants - preparing, processing, and negotiating lease signings
- Establishes, maintains, and develops long lasting relationships by following customer service protocols.
- Proven ability to lead high-profile and time-sensitive transactions as demonstrated in daily duties that consists of calculating down payments, monthly payments, contract writing, and negotiating with buyers.
- Increased property sales by implementing innovative marketing strategies and utilizing social media platforms.
- Hosted successful open houses by preparing properties for viewing and effectively showcasing features to potential buyers.
- Expanded client base through consistent networking events, maintaining a high level of customer service and professionalism.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Negotiated, facilitated, and managed real estate transactions.
Education
New York City Licensed Real Estate Agent - New York Real Estate Agent
New York City Real Estate Institute
04.1994
High School Diploma -
Dowling St. Josephs
05.1979
Skills
- Exceptional Interpersonal and Communication skills
- Lease Renewals
- Property Tours and Inspections
- Background Checks
- Lease Agreement
- Prospecting Assistance
- Fair Housing Policies
- Decision-making abilities
- Customer service expertise
- Time management
- Social media management
- Strong communication
- Leasing and Sales
- CRM/Yardi Software
- Training and Mentoring
- Fair housing policies
- Building rapport
- Fair housing regulations
- Customer service
Accomplishments
2020 Leasing Consultant of the Year for BH Management.
Certification
Licensed Real Estate Agent New York City, NY for 20 years. Serving many professionals moving to New York for employment from all over the world and residents of Manhattan and surrounding boroughs.
Timeline
Leasing Consultant
BH Management
12.2014 - 03.2025
Real Estate Agent/ Customer Service Representative
Fireside Realty
02.1994 - 12.2014
High School Diploma -
Dowling St. Josephs
New York City Licensed Real Estate Agent - New York Real Estate Agent
New York City Real Estate Institute
Similar Profiles
Ryyan BossettRyyan Bossett
Community Manager at BH ManagementCommunity Manager at BH Management
Baleigh WilsonBaleigh Wilson
Senior Leasing Manager at BH ManagementSenior Leasing Manager at BH Management
Litzy RamosLitzy Ramos
Leasing Agent at BH ManagementLeasing Agent at BH Management