• Manage and optimize configurations for new and existing clients across Funnel's CRM, Syndication, Online Leasing, and Resident Portal products, guaranteeing accurate and timely setups that support the company’s growth and enhanced client satisfaction• Facilitate the strategic transition of projects from the Implementation Team to the Data Entry Team• Specialize in back-end configuration of Funnel's CRM, Syndication, Online Leasing, and Resident Portal products; recognized as a key knowledge resource across multiple departments• Lead and support a team of 6 Implementation Project Managers and Support Specialists to successfully implement new and existing client configurations, provide initial and ongoing training, and monitor project statuses • Collaborate with internal stakeholders to streamline roll-out timelines and successfully manage the kick-off, training, and go-live dates for multiple projects, contributing to the company’s rapid expansion and scalability• Support the Product team by activating new features and seamlessly integrating them into the Implementation Team’s workflows for new and existing clients• Develop and update internal knowledge base articles in response to system enhancements and changes in policies and procedures• Deliver timely and accurate updates to revenue reporting across all of Funnel’s products, providing critical data for financial analysis and strategic decision-making• Manage internal project tracking tools; oversaw transition to Monday.com and Cloud Coach; continuously refine and adapt tools to meet evolving departmental needs and enhance project management efficiency• Lead operational refinements within the Implementation Department and across Funnel, driving improvements in processes to enhance overall efficiency and support organizational growth

• Effectively managed an outsourced team for the implementation of Funnel's CRM and syndication products, ensuring high-quality outcomes that met client expectations and supported business objectives• Handled data entry for CRM and syndication products independently when the outsourced team’s contract was not renewed• Managed the white-label partnership through weekly calls, overseeing the implementation of all new and existing client projects, and guaranteeing successful project execution and client satisfaction• Managed broker account inquiries and oversaw onboarding and escalations• Assisted in resolving a diverse range of support tickets, applying problem-solving skills to address and troubleshoot issues efficiently• Assisted billing and support teams with client cancellation requests; managed escalations for clients under contract

• Company expert in the intricacies of credit screening for 19 states and jurisdictions, including income and deposit limits, application document language, and credit screening criteria; communicated required changes to executive teams to ensure compliance• Proficient in software systems utilized by 73 properties, providing daily assistance to on-site staff and support associates to ensure smooth operations and effective use of the systems• Collaborated with software vendors on system enhancements and bug fixes, and supported on-site staff through new rollouts, including ID verification, ensuring smooth implementation and effective use of updated features• Conducted remote and in-person system trainings for new and tenured associates ranging from lead and resident management to reporting to accounting; collaborated with performance management team to create e-learning videos• Specialized focus on lead management training for associates, including best practices within systems and utilizing soft skills and brand voice to facilitate a successful sales approach• Developed and updated branded quick reference guides to reflect system updates and process changes• Provided expert advice on new policies and procedures based on extensive industry experience

• Subject matter expert in software systems, policies, and compliance for 39 properties• Supported company-wide rollouts of system upgrades, new software vendors, and new initiatives through testing, technical requirements, and deployment• Updated and created Standard Operating Procedures to be in line with current goals and system capabilities• Analyzed and reported on systems while auditing properties to ensure compliance; reported on findings to executive teams and created a plan to address areas of opportunity• Provided one-on-one software systems training monthly to managers as part of onboarding• Facilitated classroom and webinar training for system enhancements• Set-up new properties in software systems; transitioned acquired properties from old to new systems

• Handled resident escalations professionally and with a high level of customer service• Trained, motivated, and managed leasing team to achieve sales goals and to aid in their promotions• Monitored operations reports to ensure customer satisfaction and maximize revenue• Increased resident retention by planning and executing resident events quarterly

• Converted prospective leads into leases via timely follow-up and customized tours of the community• Managed local advertising and social media, completed market surveys• Cultivated genuine connections with prospects and residents to ensure their satisfaction resulted in retention and referrals to the community