Yolanda Groves
Laurel,MD
Summary
Effective Housing Management Professional offering excellent skills in fair housing compliance and training, issue responsiveness, report assessment for strategic and analytical implementation and customer service . Experienced in policy enforcement and business processes. Talented business manager with demonstrated operational and leadership skills. Offering 10 years of successful property management and fair housing experience paired with a goal-oriented and performance-minded approach. Implementing the use of solid people and communication skills to work cooperatively with property ownership, vendors, residents and prospective future residents. Through an understanding of housing laws and resident management. Effective at keeping consistent balances between tenants' rights and corporate targeted financial goals.
Overview
10
10
years of professional experience
Work History
Property Manager
Windsor Communities And Lincoln Property Company
07.2018 - Current
- Developed policies and procedures for effective property management.
- Validated rental eligibility.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements.
- Kept accurate records of all resident and tenant correspondence.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
- Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
- Processed security deposit refunds.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Validated rental eligibility by using Yardi, Yardi Screening, Rent Cafe, CRM and Verify ID verification processes.
- Verified tenant incomes and other information before accepting lease applications, working closely with the Property Manager to maintain accuracy.
- Monitored employees for compliance with equal opportunity laws, identified violations and implemented corrective action.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Generated professional networks by engaging in professional, industry and government organizations.
- Kept properties in compliance with local, state and federal regulations.
- Met with housing residents and landlords to answer questions, address concerns and clarify policies and procedures.
- Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.
- Researched possible fraud cases by scrutinizing bank statements and reconciling statements with reported income sources.
- Answered client questions about lease and rental agreements and advocated on behalf of client needs.
- Assisted applicants in filling out housing applications and verifying assets.
- Conducted home and apartment inspections to identify safety issues and needed repairs.
Senior Leasing Consultant
Windsor Communities
12.2016 - 07.2018
- Helped train and counsel onsite staff effectively.
- Oversee daily leasing paperwork and proper completion of service requests.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements.
- Kept meticulous records of all correspondence between management and tenants.
- Performed background checks on over 300 apartment applicants.
- Marketed property to local businesses through collateral, emails and phone calls.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Distributed and followed up on tenant renewal notices.
- Held high approval rating and percentage of customer loyalty.
- Resolved conflicts between tenants regarding noise, encroachments and parking.
- Collected rent and tracked resident payments and information in Yardi.
- Boosted occupancy by leveraging market knowledge and successful promotional strategies.
- Managed all aspects of customer service, including greeting clients, showing apartments, preparing leases and resolving resident issues.
- Escalated any major issues to property manager for immediate remediation.
- Assisted prospective tenants in paperwork completion and other logistics, facilitating smooth move-in processes and effective communication.
- Inspected properties before and after new tenant move-ins to efficiently schedule maintenance, cleaners and other services.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
- Responded to requests and scheduled appointments for over 200 property showings over 2 years.
- Invited prospects to fill out application upon completion of property tour.
- Contracted maintenance workers based on tenant needs and emergencies, acting quickly to maintain tenant satisfaction.
- Liaised between property owners and tenants about expectations, paperwork, payments and other logistics.
- Helped clients find leases to suit all kinds of needs such as handicapped access, pet-friendly locations and corporate rentals.
- Assessed property every month, compiled information and wrote reports regarding findings for submission to property manager.
Leasing Consultant
Windsor Communities
02.2013 - 12.2016
- Supervise resident retention, renewal and leasing programs to maintain maximum occupancy.
- Kept meticulous records of all correspondence between management and tenants.
- Resolved conflicts between tenants regarding noise, encroachments and parking.
- Collected rent and tracked resident payments and information in Yardi.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Validated rental eligibility by using Yardi’s verification process.
- Performed background checks on over 300 apartment applicants.
- Boosted occupancy by leveraging market knowledge and successful promotional strategies.
- Marketed property to local businesses through collateral, emails and phone calls.
- Held high approval rating and percentage of customer loyalty.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
- Distributed and followed up on tenant renewal notices.
- Helped clients find leases to suit all kinds of needs such as handicapped access, pet-friendly locations and one-story configurations.
- Contracted maintenance workers based on tenant needs and emergencies, acting quickly to maintain tenant satisfaction.
- Escalated any major issues to property manager for immediate remediation.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Assisted prospective tenants in paperwork completion and other logistics, facilitating smooth move-in processes and effective communication.
- Invited prospects to fill out application upon completion of property tour.
- Established strong, professional relationships with residents by delivering exemplary service.
- Inspected properties before and after new tenant move-ins to efficiently schedule maintenance, cleaners and other services.
- Liaised between property owners and tenants about expectations, paperwork, payments and other logistics.
Education
Business Administration
- Completed 7 semesters towards BA in Business Administration.
Some College (No Degree) - Property Management
- Professional development completed in Fair Housing Laws and Compliance
- Coursework in Fair Housing (2013-2020), Defeating Mold (2013-2020), Sexual Harassment (2013-2020), Workplace Diversity (2013-2020), Ethics and Compliance (2017-2020), Risk Management: OSHA Compliance (2019), Risk Management: Risk Assessment (2019), Risk Management: Insurance and Risk Management (2019), Covid-19: Health and Safety at Work (2020)
- Course completion average 92%
Skills
- Clear Oral/Written Communication
- Staff Management
- Program Requirements
- Issue Escalation
- Data Analysis
- Case File Management
- Spreadsheet Development
- Negotiation
- Customer Service Expert
- Application Support
- Training and Development
- Organizational Skills
- Relationship Building
- Microsoft Teams, Word, Excel
- Yardi CRM flex, Voyager, Yardi one, Yardi sx, Rent Cafe, Entrata
Accomplishments
- Coordinated with company’s regional lawyers to ensure full understanding of Covid -19 legislation(s) invoked for the Maryland State of Emergency. Used information to develop protocols that ensured corporation's compliance with the Maryland State of Emergency legislation. Shared protocols and supplemental tools regionally to assist with compliance for other regional properties.
- Used Microsoft Office suite to build a project management database for capital upgrades, to develop, schedule, execute and track apartment entries for 451 apartments.
- Partnered with DC Housing officials to successfully process new applicants for the District of Columbia's Inclusionary Zoning lottery program. Guided current residents in the Inclusionary Zoning program through the lease renewal process.
- Increased residential occupancy from 71% to 86% in less than 3 months.
Timeline
Property Manager - Windsor Communities And Lincoln Property Company
07.2018 - Current
Senior Leasing Consultant - Windsor Communities
12.2016 - 07.2018
Leasing Consultant - Windsor Communities
02.2013 - 12.2016
Morgan State University - , Business Administration
Grace Hill Vision - Some College (No Degree), Property Management
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