Tiffany Reynolds
VP Of Client Relations
Austin,TX
Summary
Decisive and hardworking leader skilled in making proactive, insightful updates to policies and procedures. Prepared to leverage 12 years of progressive Property Management experience to positively impact business operations. Experience overseeing Operations, Compliance and Training in all facets of Property Management. Oversaw portfolio's in excess of 10,000 units to include lease-up properties, takeovers, value-adds in student and multi-family housing. Superior skills in facilitating new software initiatives, development of analytics and reporting tracking on performance, virtual training, writing curriculum, developing measurable performance indicators (KPI's), and produce efficiencies through standardization and process improvement.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
VP of Client Services
GVA
09.2023 - 03.2024
- Asset manager for 14 properties (4,500 units) optimizing portfolio performance. Experiences in analyzing market trends, conducting risk assessments, and implementing strategic investment strategies to achieve owner objectives. Skilled in financial modeling. A strong communicator and leader, adept at building and maintaining client relationships while effectively collaborating with cross-functional teams.
- Spearheaded dispositions and acquisitions efforts, successfully integrating acquired properties into existing operations without disrupting workflow or productivity.
- Optimized processes by identifying inefficiencies and implementing strategic solutions that increased overall efficiency.
- Implemented cost-saving measures by conducting thorough financial analysis and identifying areas of inefficiency within the organization.
- Developed and executed targeted business development initiatives, leading to an expansion of the company''s client base.
- Introduced process improvements that reduced operational costs while maintaining high-quality standards across all departments.
- Championed change management initiatives within the organization to ensure smooth transitions during periods of growth and restructuring.
Director of Operations
GVA Property Management
09.2022 - 09.2023
- Managed daily operations while overseeing 22 properties to foster increased productivity.
- Oversee back of the house team that supports property teams.
- Worked closely with organizational leadership to develop efficiencies and streamline processes to drive on-site performance.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Leverage technology to automate manual processes.
- Develop, implement and train policies and procedures.
- Created and oversee Mentor Program to drive best practices and assist with reducing employee turn over.
- Develop analytics to monitor site-team performance and flag discrepancies to leadership.
- Skilled at working independently and collaboratively in a team environment
- Managed time efficiently in order to complete all tasks within deadlines
- Used critical thinking to break down problems, evaluate solutions and make decisions
Sr. Regional Manager
GVA Property Management
09.2020 - 08.2022
- Manage operations and provide day-to-day leadership of over 8,000 units and five Regional Managers.
- Communicate regularly with owners and asset managers on property performance.
- Drive operational performance by aligning business strategies with the right motivated, laser focused, performance driven team.
- Perform inspections of communities to ensure we are executing business plans, maintaining proper curb appeal and brand promise.
- Provide guidance and assist teams in managing collection efforts due to hurdles of COVID related local eviction moratoriums.
- Collaborate with executive teams to develop and implement company policies and procedures aligning individual communities to achieve goals.
Regional Vice President
Avesta
02.2019 - 07.2020
- Provide day-to-day leadership and management of over 3,200 units (15 Communities) and Two Regional Managers.
- Assisted teams in achieving net effective rent growth of 4.1% vs submarket 1.7% (CoStar).
- Review activity reports, tracking progress toward occupancy, pricing and operating revenue and expense goals and objectives.
- Develop business strategies and plans ensuring their alignment with short-term and long-term objectives.
- Oversee the development of plans to improve property performance issues and/or capital needs to maximize performance of the assets.
- Provide leadership and direction to Regional Managers, who manage assigned properties.
- Work closely with Regional Managers concerning property, resident or personnel needs or challenges. Taking corrective action as needed.
- Perform inspections of communities to ensure proper curb appeal, leasing and maintenance operations, delivery of our brand promise to residents and professionalism of team members.
- In collaboration with other support departments, develop and direct the strategic and tactical activities, consistent with the established company direction and provide resources to achieve goals.
- Collaborate with the Marketing Department and Revenue Management team to review and implement marketing, advertising and pricing strategies.
Director of Training
Avesta
09.2017 - 01.2019
- Responsible for the ground up development, implementation, and management of standard operating procedures, training curriculae for all facets of the organization (leasing through regional management).
- Contributed to identifying new operational improvement opportunities, led pilot programs and special projects to drive business optimization, innovation and growth.
- Evaluated current online learning platform and implemented new training program.
- Established, monitored and trained associates weekly on benchmarks as it related to occupancy, leasing and operation standards.
- Developed regional coaches, responsible for onboarding and mentoring new teammates.
- Implemented and managed knowledge engagement base platform, Bloomfire.
- Provide support departments the coordination, direction and deployment of training resources throughout the portfolio.
- Created project objectives, built project requirements and maintained the planning and execution of several companywide software implementations including: Knock, Yardi, Resman, Coupa, Paylocity, Yieldstar, GreenHouse and Paylease.
- Evaluated and enhanced routine property management functions and processes in order to improve and grow the company
Regional Vice President
Radco Residential
10.2016 - 05.2017
- Oversight of over 2,000 Multi-family units.
- Communicated regularly with owners and asset managers on overall performance of portfolio.
- Established and execute marketing plans to ensure the communities are stabilized and performing inline with budgeted economic and physical occupancy.
- Oversaw the annual budget process.
- Assisted in reviewing and recommending capital improvements.
- Ensured regulatory compliance and adherence to all legal requirements.
- Worked with HR to ensure appropriate training and hiring for all new and current associates.
- Assisted HR in the creation of interviewing and onboarding process.
- Inspected communities to ensure highest standards are maintained.
- Regularly reviewed the performance of Regional Manager and Managers assigned to their properties.
- Responsible for overall portfolio performance through review of marketing, pricing, financial strategies and maintenance/rehab related expenses.
Director of Training
STREAM
05.2016 - 10.2016
- Responsible for the comprehensive development, implementation, and management of training curriculae for all facets of the organization and the coordination, direction and deployment of support resources throughout the portfolio.
- Reviewed progress on standard operating procedures. Worked with support team to finalize and implement
- Delivered new employee onboarding and training sessions via Zoom and WebEx.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Assessed skill gaps for employees in all facets of leasing and developed training courses to meet identified needs.
- Managed new employee orientation training process
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
National Trainer/ Senior Traveler
Aspen Square Management
03.2011 - 05.2016
- Led the restructuring of the on-boarding process of all employees across over 100 assets.
- Created on-site, regional and national training programs to implement best practices in the field, which resulted in the portfolio's marked improvement in all performance metrics.
- Delivered new employee onboarding and training sessions.
- Created online training module suites to implement into primary training tools for new employees.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Reviewed progress on standard operating procedures. Worked with support team to finalize and implement changes.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Optimized training curriculum while utilizing instructional techniques, including team exercises, group discussions and lectures.
- Managed student property with over 400 units, maintaining occupancy and increasing capital income in Fresno, CA.
- Managed A+ property over 250 units, first time renovation project completed. Increased resident retention and occupancy from 74%-94% in a high seasonality market.
Education
Master of Science - Business Administration
St. Edward's University
Austin, TX 08.2015 - 05.2017
Bachelor of Science - Molecular Biology
Texas Lutheran University
Seguin, TX 08.2003 - 05.2007
Skills
Rent Café YARDI
Timeline
VP of Client Services
GVA
09.2023 - 03.2024
Director of Operations
GVA Property Management
09.2022 - 09.2023
Sr. Regional Manager
GVA Property Management
09.2020 - 08.2022
Regional Vice President
Avesta
02.2019 - 07.2020
Director of Training
Avesta
09.2017 - 01.2019
Regional Vice President
Radco Residential
10.2016 - 05.2017
Director of Training
STREAM
05.2016 - 10.2016
Master of Science - Business Administration
St. Edward's University
08.2015 - 05.2017
National Trainer/ Senior Traveler
Aspen Square Management
03.2011 - 05.2016
Bachelor of Science - Molecular Biology
Texas Lutheran University
08.2003 - 05.2007
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