Summary
Overview
Work History
Education
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Personal Information
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Veronica Mendez

Greater Minneapolis-St. Paul Area,MN

Summary

Experienced Operations/General Manager with a demonstrated history of working in the non-profit organization and market rate management industry. Skilled in Nonprofit Organizations, Affordable Housing, Microsoft Excel, Fair Housing, and Customer Service. Oversight of 350 market rate units. Manage by a team of 2 property management, 5 maintenance professionals and 2 accounts. Strong real estate professional graduated from Rasmussen College. Forward-thinking Regional Manager with deep understanding of market conditions and regional preferences. Decisive and hardworking leader skilled in making proactive, insightful updates to policies and procedures. Prepared to leverage 14 years of progressive Property Management experience to positively impact business operations.

Overview

15
15
years of professional experience

Work History

Regional Manager

CommonBond Communications
08.2023 - Current
  • Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
  • Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
  • Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
  • Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
  • Hires, trains, mentors, and manages team, partnering with Human Resources as needed
  • Assists with development of effective resident services program.
  • Stays abreast of all compliance issues and code issues.
  • Monitors and provides complete and accurate documentation of all appropriate regulatory requirements. Including HUD, Fair Housing, OSHA.
  • Ensures compliance with all federal, state, and local laws pertaining to fair housing, ADA, all physical requirements, including but not limited to pool rules, fencing, lighting, etc.
  • Ensures compliance with all Housing policies and procedures.
  • Meets department benchmarks for occupancy, and 98% economic occupancy
  • Coordinates with property managers to write effective marketing plans aimed at achieving and maintaining a minimum 98% occupancy rate.
  • Drafts and secures arrival for annual operating plan and budget for resident/owner board.
  • ·Reviews and approves capital expenditures and service contracts
  • Completes budget packages and reports for outside owners and regulatory agencies, including narrative summaries, market analysis, forecasting, and capital needs projections.
  • Assesses physical condition of properties, makes recommendations for capital needs; keeps owner advised of major maintenance issues/projects.
  • ·Summarizes current concerns and plans of action for improving performance. • Provides written analysis as needed and as requested.
  • Develop, coordinate, communicate and adjust operating plan/management plans
  • Established and maintained operational standards for [Number] locations.
  • Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
  • Supervised staff to optimize brand expansion initiatives and productivity.
  • Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
  • Developed and executed successful business plans that resulted in improved market share and profitability within the region.
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
  • Improved talent recruitment processes by enhancing job descriptions, streamlining interview procedures, and partnering with local educational institutions for pipeline development.
  • Built and deepened partnerships with industry leaders to strengthen collaborative efforts and promote mutual profitability.
  • Launched over [Number] new locations through effective management of property acquisitions and construction and financial planning.
  • Evaluated costs against expected market price points and set structures to achieve profit targets.
  • Modeled best practices for sales and customer service.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Generated financial and operational reports to assist management with business strategy.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Set aggressive targets for employees to drive company success and strengthen motivation.

Portfolio Manager

Project for Pride in Living (PPL)
03.2019 - 08.2023
  • Developed customized financing solutions tailored to meet the unique needs of each business client.
  • Maintained positive client relationships by providing exceptional service and addressing concerns promptly.
  • Achieved strong financial performance through diligent management of underwriting practices and risk mitigation efforts.
  • Ensured timely collection of payments from borrowers by closely monitoring account activity and communicating regularly with clients experiencing delinquency issues.
  • Presented detailed credit proposals to senior management for review and approval, demonstrating sound judgment and persuasive communication skills.
  • Optimized revenue generation by identifying cross-selling opportunities within the existing client base.
  • Prepared quarterly reports analyzing portfolio performance against benchmarks, providing valuable insights to senior management and informing future lending strategy.
  • Stayed current with industry developments through regular attendance at conferences, seminars, webinars, and other educational events.
  • Collaborated with team members to develop customized investment solutions tailored to individual client needs and objectives.
  • Mentored junior analysts on industry best practices, investment concepts, and the importance of maintaining a disciplined approach to portfolio management.
  • Established valuable relationships within the financial community through networking efforts at industry events.
  • Effectively communicated complex financial concepts to clients from diverse backgrounds using easy-to-understand language.
  • Maximized portfolio returns by conducting thorough research and analysis of investment opportunities.

Operations Manager

J AND M HOMES
11.2014 - 06.2019
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.

Property Manager

Northstar Residential, LLC
10.2013 - 12.2014
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
  • Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
  • Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
  • Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.
  • Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
  • Introduced prospective tenants to types of units available and performed tours of premises.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
  • Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
  • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
  • Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
  • Coordinated with janitorial and engineering staff on maintenance and upkeep.
  • Coordinated with legal counsel to resolve tenant disputes.
  • Monitored market trends closely, adjusting rental rates accordingly to remain competitive within the regional market landscape.
  • Maintained sufficient number of units market-ready for lease.
  • Managed budgetary constraints to maximize profitability while maintaining high-quality living environments for residents.
  • Developed and implemented marketing strategies to increase occupancy rates.
  • Developed comprehensive preventative maintenance programs to prolong the lifespan of building systems and reduce costly emergency repairs.

Assistant Property Manager

Project for Pride in Living (PPL)
01.2011 - 08.2013
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
  • 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.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Resolved conflicts between tenants regarding noise, encroachments, and parking.
  • Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
  • Kept accurate records of all resident and tenant correspondence.
  • Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
  • Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
  • Processed applications efficiently by conducting thorough background checks and verifying references to select qualified tenants.
  • Trained new hires on company policies, procedures, software applications and industry best practices-leading them towards successful job performance.
  • Conducted regular property inspections to identify potential issues and ensure compliance with safety regulations.
  • Showed apartments to potential tenants and answered questions regarding community.
  • Processed security deposit refunds.
  • Served as point-of-contact between residents and building personnel thereby effectively managing daily concerns or inquiries.
  • Collaborated with legal department on eviction proceedings when necessary; following proper protocols and documentation requirements laid down by law.
  • Attended staff meetings and took extensive notes to share with property manager.
  • Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
  • Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
  • Maintained accurate records of all transactions, ensuring timely reporting to senior management and owners.
  • Inspected common areas for cleanliness and notified maintenance of overflowing trash.
  • Developed strong relationships with vendors, negotiating favorable contracts for cost-effective services.
  • Escalated major issues to property manager for immediate remediation.
  • Implemented new marketing strategies to attract prospective tenants and maintain high occupancy rates.
  • Organized community events to foster positive relationships between tenants and build a sense of community within the property.
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
  • Enhanced property value by overseeing regular upkeep, repairs, and capital improvement projects.
  • Posted policies and rules in common areas for tenant review.
  • Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
  • Streamlined rent collection process for improved cash flow and reduced delinquencies.
  • Reduced vacancy rates through targeted marketing efforts like hosting open houses and leveraging social media platforms.
  • Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
  • Improved communication channels between management, staff, and tenants by implementing new technology tools such as online portals or mobile apps.
  • Assisted in the preparation of annual budgets, monitoring expenses to ensure financial goals were met.
  • Prepared detailed reports on property performance metrics for monthly review meetings with senior management team members.
  • Directed property management program by determining requirements, planning for material equipment replacement and implementing quality control oversight.
  • Communicated effectively with owners, residents, and on-site associates.
  • Collected and maintained careful records of rental payments and payment dates.
  • Kept properties in compliance with local, state, and federal regulations.
  • Conducted regular inspections of both interior and exterior of properties for damage.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.
  • Coordinated appointments to show marketed properties.
  • 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.
  • Responded to Common Area Maintenance (CAM) inquiries.
  • Generated leads for sales and rental properties through cold calls and referrals.
  • Completed annual rent calculations using housing database software.
  • Maximized rental income while minimizing expenses through effective planning and control.

Propety Manager

J and M Homes
01.2009 - 01.2011

Education

Business Administration and Management, General -

Rasmussen College
01.2008

Skills

  • Affordable Housing
  • Fair Housing
  • Real Estate
  • Operations Management
  • Policies and Procedures
  • Client Relationship Building
  • Team Development
  • Recruiting and Hiring
  • Multi-unit management
  • Operational management
  • Staff Supervision
  • New Business Development
  • Personnel Management

Personal Information

Title: Portfolio Manager at Project for Pride in Living (PPL)

Languages

Spanish
Native or Bilingual

Timeline

Regional Manager

CommonBond Communications
08.2023 - Current

Portfolio Manager

Project for Pride in Living (PPL)
03.2019 - 08.2023

Operations Manager

J AND M HOMES
11.2014 - 06.2019

Property Manager

Northstar Residential, LLC
10.2013 - 12.2014

Assistant Property Manager

Project for Pride in Living (PPL)
01.2011 - 08.2013

Propety Manager

J and M Homes
01.2009 - 01.2011

Business Administration and Management, General -

Rasmussen College

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Veronica Mendez