- Successfully contributed to various large-scale projects, including Centralized Leasing Center - Launch, Account Management Services - Eviction, and internal policy update launches.- Demonstrated strong leadership skills in driving process improvements and fostering collaboration with stakeholders at all levels.- Contributed to aligning the Customer Experience Standards with Brand Guide, Core Values, and business model, ensuring exceptional services and effective communication in amenity-enhanced communities.- Played a key role in end-to-end user acceptance testing for the Resident App and Portal, supporting ICAC Marketing initiatives.- Contributed to creating and delivering six 15-Minute Foundations sessions to increase associate knowledge about updated internal policies, Salesforce updates, and business initiatives.- Maintained a 98% SLA for all received policy tickets, facilitating quarterly policy update review cycles and incorporating site user feedback for continuous improvement.- Organized and supported six Immersion Week training programs for associates, collaborating with executive sponsors for successful events.- Collaborated with the Business System team to refine business requirements and implement enhancements in key focus areas, including Resident Services and Salesforce functionality.

- Manages a team of Community Relations Reps and supports maintenance operations at community in partnership with Community Manager- Supports Project Manager with interior reinvestment including sprinkler re-piping, Google Fiber, and roof replacements by managing impacted resident communication & concerns- Championed recent renewal contest resulting in 369 renewals and 42 MTM conversions across the Westpark portfolio- Developed, maintains, and leads the Assistant Manager monthly training meetings to aid in the development of AM's in the Westpark portfolio resulting in 5 promotions- Assists with implementation of organizational changes while providing consultative suggestions on Resident Services Optimization Team- Instrumental in the property achieving a 2 on most recent audit- Assists with implementation of organizational changes while providing consultative feedback on existing Policies and Procedures to find efficiencies during our Resident Services Optimization project.

- Responsible for training of 10+ Community Relations Reps at community over two years, including the advanced hire program- Responsible for communications to residents during all community projects such as HVAC system replacements and stucco repairs- Introduced efficiencies and tools focusing on change management during restructure of on-site roles resulting in the property audit score of a 2 - Partnered with Community Manager to create and deploy building value event for CRRs in Airport Corridor achieving 62% renewal capture vs. 59% goal

- Responsible for supporting and managing property's delinquent and eviction accounts - Processed and revised Final Account Statements and prepared accounts for collections and write off

Park Place

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Opened and closed the store, which included counting cash drawers and making bank deposits. Helped customers select products that best fit their personal needs. Offered exceptional customer service to differentiate and promote the company brand. Wrote order supply requests to replenish merchandise.