Thomas Verdugo Email & Phone Number

Irvine, Ca, Us

Irvine, California, United States

As Director of Sales Enablement, my department helped develop and execute the sales strategy at Latch by providing the Impact (Key Accounts) and Regional Sales teams with the information, research, tools training and content to be more effective at selling Latch hardware and software. I also advised in new product/feature go-to-market preparation and strategy and internal communications for products like the Marks ArchiTech powered by Latch, the eGenius powered by Latch, Software bundles and pricing, Latch Core Channel Partner and Smart Distribution programs, and the resident status feature. In this role my department also successfully project managed a foundational “sales bootcamp” to re-educate our sales teams on product knowledge and functionality. This included developing 16 hours (2 days) of curriculum and presentations, aligning with cross-functional partners on full product specs/functionality and a "run of show" for the day of the event. This program was then transformed into reference material for existing team members as well as onboarding courses for all new hires. In this role, I also created and implemented a new-hire onboarding strategy for the sales team. With launching the Marks ArchiTech powered by Latch line, I collaborated on co-facilitating and planning 2 training sessions to get the Marks team trained on all things Latch- one live and one virtual. My team maintained organizational awareness of smaller product enhancements and releases by re-envisioning and implementing a micro learning program named Latch Academy.

Reporting to the VP of Customer Success, I directly managed the Customer Success strategy and operations for Key (Large) Accounts with total closed/won business of $35MM of hardware and software sales combined. I served as a point of escalation for all Key Accounts and as a strategic partner to Sales leadership. While managing a team of 5, I also directly managed post-sale relationships on 3 of 5 largest accounts, totaling $17MM in closed/won business and $1.6MM in ARR. Actively participated in a cohort that developed the process for creating and maintaining Customer Success internal documentation and SOP’s (policies and procedures). Simultaneously participated in a cohort that reformatted the of onboarding experience and process for all new Customer Success team members. I also partnered with Revenue Enablement and helped create a Level 1 product (hardware) certification for Latch employees.

United States

As a Sr. Customer Success Manager, I served as the strategic partner for customers as they entered the post-sale part of their journey with Latch. This included regular business reviews to measure adoption and sentiment towards the product, help identify best practices and policy gaps, conduct initial training and manage the software contract renewal. Formed close relationships with my sales colleagues for strategic account planning and issue resolution.

100 Moffett & Madera Apartments, Mountain View, California

As a Sr. Property Manager, my primary responsibilities included the oversight and operations for Sales, Maintenance, and Administrative functions at 100 Moffett and Madera Apartments. Leading a team of 8 associates (including 2 managers), we managed and maintained our social media presence, managed leasing, managed maintenance operations (including unit turnover), managed customer relations and retention, accounts payable & receivable, and built relationships with local businesses to foster a greater sense of community. Served as a Playbook Coach (Peer Onboarding Trainer).Additional responsibilities included project management and planning of large capital projects such as coordinating and planning the installation of EV chargers in the parking garages at 100 Moffett & Madera, implementing the Latch access control system for both 100 Moffett & Madera, co-authored the internal Latch user guide and supported future deployments, coordinated several solar panel installations along the roofline of Madera and collaborated on the "Green Loan" project that replaced thermostats, water fixtures and lighting fixtures in all homes at Madera. Led through a centralization effort, combining two separate teams into one business unit while implementing a shared services component (Home Base). Additionally, I managed through the COVID pandemic challenges in 2020 and 2021, re-stabilizing occupancy and market rents for both 100 Moffett & Madera. In this time, I also collaborated on the Self-Guided Touring process that was implemented company wide. My team achieved an Elite 1% recognition for Madera in 2021 from J. Turner Research (ORA Power Ranking) for online reputation and social media performance. In 2020, I also increased my team's Employee Engagement Survey results by 13.4% from 74% to 87.4%. Lastly, my team was part of the Beta group (phase 0) for the Salesforce CRM implementation. My team and I advised on best practices for data input on future implementations.

Trestle Apartments, San Carlos, California

As a Property Manager, my team and I completed the grand opening and initial lease up of Trestle in San Carlos. Prior to opening in February 2018, I collaborated on establishing base pricing and amenity premiums as well as established with local USPS and waste management (Recology) for utilities services. We established and managed our social media and online reputation presence, managed new unit releases and leasing, managed maintenance operations, managed customer relations and experience through on going construction, and built relationships with local businesses to foster a greater sense of community. With our first unit deliveries staring in March of 2018, our first phase (163 units) had construction completed by October 2018 and was stabilized by December 2018. Our remaining units (39 total) were delivered in April and May of 2019. Trestle achieved full stability in November 2019, performing 1% above proforma.My team and I achieved the Elite 1% in 2018 from J. Turner Research (ORA Power Ranking) for our online reputation and social media success. I collaborated on the creation of a Lease-Up policy & procedure, standardizing lease-up processes, and practices for future Prometheus neighborhoods. I also participated in Lead2Lease S.M.E. team, Live Mobile Tours, and Leasing Tablet experiments. In this role, I also managed and process improved a newly created Warranty Request process, tracking and coordinating the correction of any item that malfunctioned or needed repair with the resident, Prometheus Development team, General Contractor, and the sub-contractor responsible for completing the repair.

Stonegate Apartment Homes, Irvine, Ca

- Provided interim support for extremely large sub-market in Orange County (Westpark South: 8 Communities/2,654 total units/13 employees) from April 2016 - July 2016, for Cypress Village Pod (5 Communities/2,162 total units/9 employees) with an other-stabilized asset (within 1st year of stabilization after lease up) from August 2016 - March 2017.- Accepted permanent Sales Manager role (Stonegate Pod- 1,259 units/3 communities/6 employees) from March 2017 to November 2017. - New Hire Training & Onboarding team member. - Assisted with planning and facilitating Sales Workshops (micro-learning sessions) for Orange County 2 region. - Acheived ASLAN Sales Coaching certification in November 2016.- Culture Champion for FY'18 and lead a team of 3 Ambassadors.- Lead Stonegate Sales Team to achieve Top Sales Team for 3rd quarter of Fiscal Year '17. - 4.60% revenue growth year over year in Stonegate and 4.13% revenue growth year over year in Cypress Village in Fiscal Year '17. - Achieved audit score of 2 (low risk) for Esperanza at Stonegate, Mirasol at Stonegate and Murano at Cypress Village. - Nominated as Pivotal(CRM) super user providing support and guidance to end users as well as Sr. Management teams after deployment.- Piloted new pricing resource and assisted with portfolio wide deployment. - Actively and regularly participated in company's monthly recruiting efforts via Open Interview days and Job Fair events.

Rancho Tierra Resident Services Office, Tustin, California

As a Dual Site Assistant Manager (756 units), I helped manage the centralization of 3 properties into one, leading the day to day business and customer service operations for the newly formed Rancho Tierra Resident Services Office. In this supervisory role, my team and I supervised 3 Resident Relations Representatives. Our core functions were the move in & move out processes, rent collection & delinquency management, lease renewal and capital project coordination for 3 properties. My duties also included monthly COE and NOI analysis to ensure our properties were meeting or exceeding spend guidelines and revenue growth targets. Promoted from Assistant Manger in October 2014.In this role, I also led the planning and hosting of Assistant Manager/Resident Relations Representative meetings / micro-learning gatherings on a monthly basis for the Tustin Ranch POD. I also had budget and P&L exposure and completed monthly revenue and expense analysis. My team and I increased renewal capture ratio an average of 5.3% year-over-year from FY 14 to FY 15 and increased Total Revenue by 4% year-over-year for the Rancho Tierra Resident Services Office. I also partnered with our General Manager to create and implement processes to reduce audit risk score based on audit findings. I assisted in the project management, resident relations and communication efforts of concurrent full roof replacement and wood trim replacement projects in 2 communities. I also created and implemented Strategic Plan for Rancho Mariposa and assisted in the implementation of the Strategic Plans for Rancho Tierra and Maderas.

Sierra Vista On The Green, Tustin Ranch, Ca

- Managed Resident Retention/Renewal process, Final Account Statement and Move Out process, Move In communication and procedures, and all resident facing financials.- Maintained highest overall NPS rating for Tustin Pod and highest Yelp! ratings for the Irvine Company Apartment Communities portfolio.- Increased Net Rental Revenue 4.09% year-over-year.- Increased Gross Scheduled Rent 3.27% year-over-year.- Increased Economic Occupancy by .75% year-over-year.- Increased EBITDA 3.69% year-over-year and Total Revenue by 3.28% year-over-year from FY 13 to FY 14.- Maintained 62% renewal capture ratio for FY 15.- Maintained a personal leasing capture ratio of 19%.

University Town Center Apartment Homes, Irvine, Ca

- Promoted to and piloted new Community Administrator position for UTC Sales Center in March 2012. - Nominated as OneSite super user (subject matter expert) with conversion from eSite (former PMS software).- Piloted and developed process for alternative payment method for Credit Card transactions.- Maintained all responsibilities of the Leasing Administrator position with - Added financial responsibilities to assist Resident Services team (support rent collection process, Invoicing, Delinquency Management)and payment processing of application fee and apartment hold deposit payments.- Assisted with planning for phase 1 of the affordable housing conversion project for UTC, converting below market rate apartment rentals into market rate apartment rentals.

University Town Center Apartment Homes, Irvine, Ca

- Member of centralized leasing team that transformed 5 individual, small communities in to a large "super building."- Piloted Leasing Administrator role for UTC Sales Center from Feb. 2011 to March 2012.- Established the application processing steps and life cycle with continual streamlining of waitlist conversion and new lease processing.- Directly responsible for application processing of 541 units and all Below Market Rent applications with communication of approval status to RSO Managers twice weekly.- Aided in strategic planning of expirations and waitlist management in preparation for summer lease up success.- Spearheaded and assisted with creating various reporting methods and reports for the UTC Leasing Center. This includes various waitlist reports, monthly UTC Renovation Status Update, weekly Leasing Activity Detail reports for team use, weekly and daily reporting of sales numbers and activity to Leasing Manager, General Manager and Sr. Director.- Assisted with training various associates throughout portfolio (approx. 30 associates total). In addition to assisting portfolio, member of the CAST (new hire onboarding & training) program, and annually co-train and support a seasonal Leasing Administrator.- Completed annual audit and continual maintenance of very low Below Market Rent waiting list along with creating, documenting and executing purging policy and procedure.

Irvine Spectrum Center, Irvine, Ca

- Welcome guests to the Irvine Spectrum Center and create guest loyalty by providing 5-Star customer service while multi-tasking in a fast paced environment.- Provide guests with information and directions to Irvine Spectrum Center stores and restaurants - Process and/or assist with Gift Card sales.- Opperate Spectrum Center attractions (Ferris Wheel and Carousel) in compliance with OSHA regulations.- Provide guests with information about Spectrum Center services and special events.- Peer voted and recognized as “M.V.P.” for quarter ending February 2010.

Irvine, Ca

Master Of Business Administration - Mba, Finance, General

Bachelor’S Degree, Sociology

Associate’S Degree, Sociology