Direct the daily, monthly, and long-term operations of a 425-unit historically significantresidential apartment community offering rent control and market rate apartments in WoodleyPark neighborhood. Strong focus on resident engagement and satisfaction, financial revenue,coaching and mentoring teammates and project management.• Manage a staff of 30 associates, including managerial, leasing, concierge, and serviceassociates.• Led the community to earn $12 million in operating revenue in 2023, leading theresidential portfolio.• Maintained average occupancy rates between 97.0% - 98.0% in 2023.• Work closely with the Chief Engineer and his team on the satisfactory resolution ofresident service issues and increase resident satisfaction by 15% through post servicesurveys.• Managed $900K on interior apartment renovations and amenity refurbishment.• Effective handling and resolution of resident issues. Work closely with the KennedyWarren Resident Association by actively participating in monthly board meetings andquarterly meetings with the board members and constituents by providing updates onbuilding projects and initiatives and discussing matters of concern.

Successfully managed the property in absence of the General Manager.• Directed daily and monthly staffing of leasing, concierge, front door and KW Clubassociates by coordinating schedules and securing temporary coverage when associatescall out sick or take vacation time to ensure no negative resident impact.• Managed resident payment posting and maintain delinquency within company standardsby aggressively reaching out to past due accounts until paid current. Work with residentsto establish a monthly auto draft that boosted compliance and decreased delinquency.• Increased the occupancy rate during COVID-19 from 91.0% to 97.5% and remained thehighest occupancy rate in the BF Saul residential portfolio and at or above among marketcompetitors.• Executed building projects that have included a bike audit that removed abandoned bikesand increased storage capacity and a garage initiative, discouraging residents fromdumping unwanted furniture and other items in the loading dock and significantlyreduced the cost the community was spending to have discarded items removed twice permonth. Worked closely with the General Manager and Human Resources in establishingCOVID-19 protocols, signage, and resident communications.

Managed an 82-unit, boutique, Class A, residential apartment community in the heart of DupontCircle. Key areas of focus include high resident satisfaction, timely maintenance of propertysystems and managing property within budgetary and financial guidelines.• Met budgeted occupancy goals for 2018 with monthly average of 97.0%.• Achieved a 45% closing ratio with new leases and renewal rate of 55% for 2018.• Net operating income met or exceeded goal in Q1, Q2 and Q3 for 2018.• Timely processing of monthly invoices while developing strong vendor relationships• PACE Award winner 2019.

• Serve as ACM of The Bartlett, JBG Smith's flagship property in the DC area, featuring 699 units and is one of the largest apartment complexes in Arlington, VA.• Served as floating Assistant Property Manager at 5 Northern Virginia and DC properties, for my first 6 months with the company, focusing on payment collection and processing, as well as verify final move out account statements and security deposit refund requests are accurate.• Monitored the budget in Bizflow, coding invoices to the correct ledger accounts with an aim to improve financial management at each property. • Streamlined new leases and lease change request process at London Normandy during personnel reduction period.• Boosted property revenue by completing a storage audit in both London Normandy buildings, and in close collaboration with the Property Manager.• Served as River House/Ashley Acting Property Manager while manager was on leave.• Assisted WestEnd 25 with November 2016 accrual process to ensure revenues that have been earned but are not yet recorded are documented and accurately reflected in the month end financial statement report.

Along with the Community Manager, I oversaw operations of a Class A apartment community in the prestigious West End neighborhood with a focus on maximizing occupancy rates, increase rental and property income and ensure day-to-day facility improvements.• My community received the 2015 “Judge’s Choice” and 2014 “Best in Class” Property Management Association Apartment Community Excellence (PACE) award.• Nominated for the 2015 ACM of the year for the northeast region of the company.• Received four “Top Shop” designations in 2015, indicative of my in-depth knowledge of corporate leasing policies and procedures, as well as, acumen for outstanding customer service. A 2014 year-end audit indicated a significant reduction in delinquencies and boosted annual revenues. I received an unprecedented bonus by the property owners.• Tracked local residential rental market trends in Bloomberg News, RealEstateRama and DC Curbed.com, and ‘mystery shopped’ competing properties managed. • Strategically promoted vacancies in social media, targeting employees at organizations such as the World Bank and IMF.

Licensed in DC and MD. I represent buyers and sellers in facilitating home sales transactions. Expedite the leasing of rental properties.

Working with qualified borrowers on either the FHA Streamline Refinance program or the Home Affordable Refinance Program (HARP). I provide an initial consultation with clients to determine the best best product, rate and term for their individual financial situation. I work with clients from application to closing. I've closed $47.3 million in loan volume from January, 2012 through June, 2013.

Managed retail bank branch, including up to 8 full time and part time associates. Responsibilities included the achievement of established sales, customer service and risk managment goals. Sales achievement through leading weekly sales meetings and creating team environment where everyone participated in sales results. Heavy emphasis on associate development, through weekly coaching sessions, monthly and annual performance feedback and appraisals. Strong focus on providing outstanding customer service by providing weekly feedback and leading by example.

Originated residential mortgage loans through assigned bank branches, realtors and personal networking. Worked closely with borrowers from application to closing, educating borrowers on the financing options that best suit their needs. Kept bororwers informed throughout loan process and resolved loan issues to keep loan closing on schedule. Averaged close to $1 million a month in closed loan volume. Consistently received outstanding customer service feedback as measured through post closing borrower surveys.

Provided expertise with the FHA streamline refinance program in an inbound call center environment. Worked closely with borrowers from application to closing, educating borrowers on the benefits of the no cost program and advising clients who were eligible to have the monthly insurance premuim removed due to age of the loan. Closed $35.8 million in loans during 2003.

Managed three banking centers which included leading staff to provide superior customer service, achieve and exceed sales and loan goals and keep losses under established limits. Responsibilities included staffing, performance evaluations, team building and communication of changes in policy and procedures to staff. * Led banking center to achieve 100% in all lending sales goals in 2001.* Increased customer satisfaction by 20% in six months as measured by monthly Gallup Poll monthly surveys.

Directed the implementation of two projects for a major east coast call center which provided branch support. Managed projects from inception to implementation while providing clients with weekly project updates, addressed and resolved all issues and concerns. Microsoft Excel was used as project monitoring tool. Additional experience was gained in regional bank merger with primary responsibilities focusing on eliminating duplicate account numbers.* Successfully implemented messaging boards, increasing awareness of real time call handling performance.* Directed implementation of TeleCenter system that improved call volume forecasting and provided appropriate target staffing levels.

Responsible for directing the risk control efforts for bankcard accounts 5-120 days past due in a major call center. Managed staff of up to 100 associates, including 5 supervisors. Primary duties included staffing, coaching, team building, performance evaluations and project management. Gained extensive experience with auto dialer technology and inbound ACD systems.* Successfully managed account portfolio with monthly outstandings of $200 million while maintaining a delinquency ratio under the Visa national average.* Analyzed communication package, reducing customer contact letters by 83%.* Developed career advancement initiatives, significantly reducing associate turnover.