Winnie Low
Laguna Hills,USA
Summary
Experienced property management professional with over 20 years in multi-family asset management. Proven track record in team leadership, budget management, and enhancing resident satisfaction. Multilingual communicator skilled in English, Cantonese, Mandarin, and Malay, committed to operational efficiency, and community relationship building.
Overview
24
24
years of professional experience
1
1
Certification
Work History
General Community Manager
Essex HUB at Pinnacle at Fullerton
Fullerton
01.2023 - Current
- Direct a team overseeing 10 communities/ 1,955 units, ensuring operational excellence and achievement of organizational goals.
- Achieved a 4.5 Google & Yelp rating YTD, surpassing the 4.0 target across the portfolio.
- Reduced 1- and 2-star reviews to 12%, improving reputation (goal
- Surpassed collection goals with -0.3% delinquency, better than the 0.4% target, using Yardi protocols.
- Increased call response rate high 90%.
- Oversaw budgets and financial reporting, consistently meeting revenue and expense goals.
- Enhanced resident satisfaction through proactive communication, leasing strategies, and event coordination.
Interim Area Manager (Coverage Assignment)
Essex Property Trust
Santa Ana
07.2024 - 02.2025
- Managed operations for 11 properties totaling 3,031 units, while providing interim coverage as Area Manager.
- Boosted Funnel Answer Call Rate from low 40s to high 80s within two months by addressing escalations and implementing accountability measures.
- Coordinated turn teams and inspected vacant units to ensure quality standards and on-time readiness.
- Reduced pushed move-ins from ~24 units per day to 1–2 per month through stronger process oversight and accountability.
- Coached and supported team members by addressing concerns, enhancing performance, and fostering engagement.
- Supervised daily operations across multiple locations to optimize efficiency and consistency.
- Partnered with upper management to develop and execute strategic operational plans.
- Promoted positive customer service experiences by resolving conflicts swiftly and effectively.
Senior Community Manager
Essex Property Trust
La Habra, California
01.2021 - 01.2023
- Oversaw operations for two communities with 507 units, achieving 96-98% occupancy rates.
- Achieved employee engagement score of 8.2, exceeding company target of 8.0
- Implemented marketing and renovation strategies that improved retention and leasing outcomes.
- Recruited, trained, and developed staff to ensure compliance with Fair Housing regulations.
- Facilitated communication between team members and leadership to gather feedback effectively.
- Collaborated with cross-functional teams to align community goals with organizational objectives.
- Conduct regular site walks to ensure strong curb appeal, and fresh, market-ready vacant units.
Community Manager
Essex Property Trust
01.2006 - 01.2021
- Villa Angelina 256 units, Placentia (2016)
- Haver Hill 264 units, Fullerton, CA (2012)
- Capri @Sunny Hills 102 units, Fullerton, CA (2007)
- Walnut Heights 163 units, Pomona, CA (2006)
- Fostered community relationships through regular engagement and communication efforts.
- Developed and implemented community initiatives to enhance member involvement.
- Coordinated events and activities to promote community spirit and collaboration.
- Organized feedback sessions to gather member insights for community improvement.
- Collected rent and other types of payments from residents, keeping thorough reports on those paying on time and delinquent individuals.
- Performed regular inspections on buildings, common areas and vacant units, identifying necessary repairs.
Assistant Manager
Essex Property Trust
Fullerton, California
01.2004 - 01.2006
- Managed 158 units, including five commercial spaces, ensuring optimal performance.
- Coordinated daily operations with maintenance team to streamline inter-departmental workflow.
- Supervised staff and management to enhance team productivity and accountability.
- Assisted in P&L budgeting, rent increase analysis, and development of marketing strategies.
- Addressed customer service inquiries and resolved complaints promptly to maintain satisfaction.
- Supported budgeting processes while monitoring delinquency rates for financial stability.
Leasing Consultant
Essex Property Trust
Huntington Beach, California
01.2002 - 01.2004
- Huntington Villas (Huntington Beach, CA -114 Unit) & Parcwood (Corona, CA - 312 units).
- Sustained 97-99% occupancy by maintaining a 45% closing ratio.
- Conducted property tours and facilitated resident onboarding processes.
- Managed pre-move-in/out inspections to ensure property readiness.
- Coordinated maintenance requests and ensured timely service completion.
- Established strong relationships with residents to foster community satisfaction.
- Prepared lease agreements and processed security deposits and rent payments.
- Responded to inquiries regarding unit availability and pricing efficiently.
- Assisted prospective residents during tours, addressing all questions thoroughly.
Education
BBA - Hospitality Studies
University of Malaya
Kuala Lumpur, Malaysia01.1995
Skills
Leadership & People Management
Team leadership, staff development, performance coaching, employee engagement, conflict resolution
Operational & Financial Management
Strategic planning, budgeting and expense control, financial analysis, delinquency management, vendor coordination
Property & Resident Relations
Resident engagement strategies, lease and fair housing compliance, customer relationship management, community involvement, and resident retention Process and organizational skills
Problem solving, time management, process improvement, organizational skills, adaptability, and flexibility
Technology & Systems
Yardi Funnel Microsoft Office Suite Data Analysis & Reporting Procurement & Payscan Systems
Certification
- ARM Certifications - Institute Of Real Estate Management
- Asbestos Calls III Property Management
- Lead RRP Certification - Property Management
- Oz Accountability Certification for Facilitation - Learning & Development
Languages
English
Full Professional
Chinese (Cantonese)
Full Professional
Chinese (Mandarin)
Limited
Malay
Full Professional
Accomplishments
- Lead at Every Level Award 2025
- Community of the Year 2018
- Certificate of Excellence 2018
- Mission Impossible Award 2007
- Star Performance in Sales 2008
- Top Gun Award 2005
- Star Performance in Sales 2005
References
References available upon request.
Timeline
Interim Area Manager (Coverage Assignment)
Essex Property Trust
07.2024 - 02.2025
General Community Manager
Essex HUB at Pinnacle at Fullerton
01.2023 - Current
Senior Community Manager
Essex Property Trust
01.2021 - 01.2023
Community Manager
Essex Property Trust
01.2006 - 01.2021
Assistant Manager
Essex Property Trust
01.2004 - 01.2006
Leasing Consultant
Essex Property Trust
01.2002 - 01.2004
BBA - Hospitality Studies
University of Malaya
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