Rachel Shaw Email & Phone Number

Lancaster, Pennsylvania, United States

Berwyn, Pennsylvania, United States

Managed training & development for 21000+ unit portfolio, with over 230 employees• Oversaw the design, implementation and assessment of various impactful training programs which used a varied range learning modalities; including in-person, virtual and asynchronous e-learning experiences• Created, implemented, and managed on-boarding and orientation program, which guided employees through their first 90 days with the company• Developed 3 week asynchronous on-boarding track in LMS, which used a collaborative learning approach• Designed, implemented and managed employee orientation program which involved a 2 day in-person orientation workshop for new employees, centered around company culture and customer service • Increased YOY new employee retention 9%• Coordinated and facilitated all on-site-staff skill-development training, software training, career progression training & remediation training• Created, implemented, and managed mentorship program (LCOR Ambassadors)• Created and hosted Mentor Summit conference where mentors were trained on their new roles, participated in leadership activities, & focused on becoming SOP experts• Implemented new company-wide LMS, which included building specialized learning plans for each position, creating new training courses, & mapping over framework from previous LMS software, to ensure efficient and seamless learning experiences• Planned & hosted annual LCOR Property Management Conference, which included budget management, sponsor organization, content creation, logistical planning, and session facilitation• Launched company-wide employee engagement initiatives focused on enhancing morale & rewarding operational/compliance excellence• Evaluated program effectiveness via skills assessments, identified operational weaknesses, and met with stakeholders, in order to craft relevant training programs aligned with company objectives• Increased online reputation resident satisfaction score 12%

Berwyn, Pa

Facilitated on-boarding & software training for all property management on-site-staff• Lead company-wide trainings of newly implemented technologies, on average 3-4 new software per year• Managed Ellis Mystery Shop program, crafted personalized remediation plans for struggling employees, and implemented rewards program for employees who exceeded quarterly shop goals• Increased yearly shop average by 10%• Implemented recurring monthly training topics for continued learning and operational improvement • Supported Compliance Department in managing 100% file audit, IZ & ADU applications, complete SOP review/revision, & COVID compliance updates• Created weekly book-club which focused on leadership development & boosting company culture

West Chester, Pennsylvania

Managed daily operations of a 212 unit luxury garden-style property in West Chester, PA, including management of leasing, maintenance, subcontractors, vendors, contracts, resident relations & property budget• Oversaw sale of property, which included preparing property for site-wide audit/due diligence, managing contract cancellations/transfers, & management turnover• Maintained yearly resident renewal retention ratio of 69.5%• Exceeded 2019 YTD budgeted GPR by $10k & YTD budgeted NOI by 5%• Oversaw accounts payable, accounts receivable & property budget• Exceeded monthly occupancy goals & achieved average YTD occupancy of 96.5%• Achieved team TPA score of 100% for 3 consecutive quarters• Awarded Satisfacts & Apartments Ratings excellence awards• Awarded PAA Leasing Excellence Award: 2nd place

West Chester, Pa

Managed bookkeeping, resident ledgers, incoming finances & monthly budget analysis/variance reporting• Managed extensive capital renovation programs • Achieved mystery shop score of 100% on several occasions• Conceptualized, promoted & oversaw all property events• Trained leasing staff on customer service, sales techniques & job responsibilities• Coordinated reputation management campaign which increased Apartment Ratings score from 52% to 81%

Berwyn, Pa

Managed social media & resident events for LCOR residential property portfolio• Awarded PMA Best Social Media Campaign

Office Of Advancement

Assisted in designing & composing monthly alumni newsletter & yearly alumni magazine

Bachelor'S Degree, Advertising And Graphic Design

Activities and Societies: Golden Key Honors Society, Dean's listMinor: Art History.

Art History