Tomas Hernandez Jr
San Antonio
Summary
Results-driven Community Manager looking to secure Resident Success Manager position and display excellent skills in customer service, resident management, problem-resolution, satisfactory collections and village-based leadership. Consistently achieves delinquency under 0.4% while heightening customer service standards every day. Award-winning Community Manager with eight accolades in my four year tenure with Venterra Realty. Over three years in expert collection management, five years with direct reports, and over ten years of collective working experience in multifamily housing, food service, military bases, and higher education.
Overview
10
10
years of professional experience
Work History
Community Manager
Venterra Realty
2023.04 - Current
- Continuously assessed community goals and objectives, making data-driven decisions to align strategies with overall organizational priorities.
- Coordinated CAPEX projects totaling $500,000+ while scheduling with residents to ensure highest customer satisfaction
- Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
- Trained new staff members on effective use of digital tools for managing communications within the online community environment efficiently.
- Conducted regular inspections to identify needed improvements and maintain highest standards.
- Identified needs of the community and adjusted our product to meet the needs of a new market
- Fostered a family-oriented mindset by active listening to every resident's personal concerns
- Constantly measured the needs of the property and tackled issues at the root
Better Living Manager
Venterra Realty
2021.02 - 2023.04
- Took responsibility of setting highest standards at Park on Wurzbach and handing rent and delinquency payments of $350,000 each month, regularly having sit-down meetings with clients and team members, and providing excellent customer service on a daily basis
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Brought delinquency down from an average of 3.9% to an average of 0.4%
- Worked at four other region properties due to my trusted character and problem-solving mindset
- Conducted monthly employee evaluations and provided valuable feedback to regarding employee performance and training needs
- Applied customer feedback to develop process improvements and support long-term business needs.
- Identified issues, analyzed information and provided solutions to problems
- Verified income, assets and expenses and completed file tracking sheet for each applicant.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
Better Living Consultant
Venterra Realty
2020.06 - 2021.01
- Worked with customers to understand needs and provide excellent service.
- Handled 20-50 calls and visits per day to address customer inquiries and concerns.
- Resolved problems, improved operations and provided exceptional service.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Held high approval rating and maintained customer loyalty with top-notch service.
Leasing Consultant
Asset Management
2019.09 - 2020.05
- Helped clients find leases to suit needs such as handicapped access, pet-friendly locations and one-story configurations.
- Liaised between property owners and tenants about expectations, paperwork, payments and other logistics.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Responded to requests and scheduled appointments for property showings.
President of the Interfraternity Council
Texas State University-Fraternity & Sorority Life
2018.11 - 2019.11
- Oversaw eight diverse fraternities with their recruitment, intake, onboarding process, academic performance, team bonding retreats, and graduation send-offs
- Met with each fraternity weekly, enforced bylaws, collected their dues totaling $10,000, contacted Texas State administration liaison when needed, and was the official point of contact for all student-admin relations
- Developed and implemented performance improvement strategies and plans to promote continuous improvement to satisfy all parties
- Improved operations through consistent hard work and dedication
- Brought average men’s GPA from 2.57 to 2.89 by analyzing semester trends and motivating fraternal men
- Arranged weekly meetings with Dean of Students to communicate progress, submit reports, and receive feedback on how to implement safer policies to keep retention high
Office Administrative Assistant
Texas State University-Fraternity & Sorority Life
2018.11 - 2019.09
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Established technical support and troubleshooting issues to enhance office productivity.
- Updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Routed business correspondence, documents, and messages to correct departments and staff members.
Assistant Manager
Sonic
2015.01 - 2017.12
- Identified price of goods and calculated bills with optical price scanners, calculators and cash registers.
- Communicated with management and associates to set and exceed sales and customer satisfaction goals.
- Reconciled receipt totals, cash and credit payments to address shortages.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
Education
Bachelor of Arts - Philosophy And Communication Studies
Texas State University
San Marcos, TX05.2020
Skills
- Motivational Leadership
- Excellent Communication
- Relationship Building Skills
- Customer Service Experience
- Sales And Marketing
- Documentation And Reporting
- New Employee Enrollment
- Administration
Timeline
Community Manager
Venterra Realty
2023.04 - Current
Better Living Manager
Venterra Realty
2021.02 - 2023.04
Better Living Consultant
Venterra Realty
2020.06 - 2021.01
Leasing Consultant
Asset Management
2019.09 - 2020.05
President of the Interfraternity Council
Texas State University-Fraternity & Sorority Life
2018.11 - 2019.11
Office Administrative Assistant
Texas State University-Fraternity & Sorority Life
2018.11 - 2019.09
Assistant Manager
Sonic
2015.01 - 2017.12
Bachelor of Arts - Philosophy And Communication Studies
Texas State University
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