Zoraida Santana

I was on workers compensation leave.

• Coordinated tenant communication to address inquiries and resolve issues promptly.
• Managed lease agreements, ensuring compliance with policies and regulations.
• Oversaw property maintenance requests, prioritizing timely resolutions for tenant satisfaction.
• Assisted in budgeting processes, tracking expenditures to maintain financial accuracy.
• Followed up on delinquent tenants and coordinated collection procedures.
• Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
• 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.
• Conducted regular property inspections to identify potential issues and ensure compliance with safety regulations.
• Served as point-of-contact between residents and building personnel thereby effectively managing daily concerns or inquiries.
• Developed strong relationships with vendors, negotiating favorable contracts for cost-effective services.
• Maintained accurate records of all transactions, ensuring timely reporting to senior management and owners.
• Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
• Oversaw emergency response procedures, ensuring tenant safety and minimizing property damage during incidents.
• Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
• Attended staff meetings and took extensive notes to share with property manager.

• Escalated 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.
• Enhanced tenant communication channels, providing multiple platforms for feedback and inquiries to improve service delivery.
• Enhanced tenant satisfaction by efficiently resolving maintenance issues and inquiries in timely manner.
• Kept properties in compliance with local, state, and federal regulations.
• Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
• 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.

• Assist with all incoming calls from tenants and supers.
• Create work orders and dispatch repairs needed in units.
• Create purchase orders in Ariba for vendors.
• Generate reports for NYCHA failures, court stipulations, roll call and payroll.
• Oversee office staff performances.
• Close out work orders after repairs are completed.
• Email and follow up with vendors on a daily basis.

• Monitored calls from tenants, potential tenants, vendors, and caseworkers to the appropriate parties.
• Created work orders in Yardi and dispatched repairs needed in units.
• Closed out work orders after repairs were completed.
• Created purchase orders in Ariba for vendors.
• Generated HPD violation reports weekly for assigned portfolio.
• Certified HPD violations on a daily basis.
• Validated all paperwork required by HPD, NYCHA and CVR Section 8 failed inspections.
• Processed annual bed bug filings.
• Processed annual HPD registrations.
• Assisted District Managers with appointments, access to units and repairs required in the apartments.
• Emailed and followed up with vendors on a daily basis.
• Set up vacant apartment’s utility account.

• Monitored calls from tenants, potential tenants, vendors, and caseworkers to the appropriate parties.
• Monitored front desk and assisted in the lottery process.
• Addressed tenant walk-in questions regarding rent and legal cases.
• Entered work orders and dispatched repairs to maintenance coordinator needed in units.
• Handled all community room bookings, informed tenants of rules and regulations.

• Monitored all incoming calls and directed them to appropriate parties.
• Screened first time callers for auto accidents, false arrests, police brutality, slip and falls, medical malpractice and forwarded to the correct attorneys.
• Received mail and entered into Saga Database and distribute to appropriate party.
• Handled emails on a daily basis, scanned into Saga database and forwarded correct parties addressing case.

• Monitored calls from tenants, potential tenants, vendors, and caseworkers to the appropriate parties.
• Dispatched Super for upcoming inspections and repairs needed in units.
• Dispatched vendors needed for repairs.
• Prepared leases, prepared Section 8 rental packages and mailed them to tenants.
• Prepared move out files for collections.
• Received daily mail and distributed accordingly.
• Prepared Fed Ex Packages and mailed them.
• Entered cash payments and public assistance payments into Leasehold.
• Addressed tenant walk-in questions regarding rent and legal payments.