Proactive training and development district manager offering 14 years of experience in educating professionals on revenue growth and customer service. Expert in designing curricula and training programs aligning with clients' strategic goals, mission and vision while consistently pursuing opportunities to improve service delivery. Outstanding interpersonal communication and innovative teaching methods drive professional development for various individuals in diverse roles.
Accomplishments
Extra Space Storage Divisional Award Winner
Skills
Microsoft Office, Yardi, Salesforce, Center shift, Quikstor, Workday, Storlogix, Digi gate, (10+ years)
Leadership Experience
Property Management
Microsoft Office
Yardi
Accounts Payable
Accounts Receivable
Office Management
Revenue Management
Payroll
Acquisitions
Budget, YOY, MOM Revenue Strategies
Competitive Surveys
Customer satisfaction
Excellent Customer service
Customer Service, Retention
Financials
Human Resources
Leadership
Legal
Marketing strategies
Upholding Policies & Procedures
Quality
Fast learner
Public speaking
Leadership training
Process evaluation and enhancement
Training solutions development
New hire on-boarding
Adult learning theories
Troubleshooting
Work History
District Training Manager/Property Manager, 12/2017 - Current Extra Space Storage – City, STATE,
Responsible for entire operation of properties including staff performance, customer satisfaction, and financial success.
Following Company's Mission Statement, goals and policies of the company handbook.
Prepared foreclosure and/or eviction files following the California state lien laws.
Performed daily customer courtesy and delinquency calls.
Maintained customer legal files.
Strong ability to adapt to change, prioritize, and multi-task.
Exceptional self and team motivator and fast learner.
Increased leads to rentals opportunity to rental, converting.
Increased Customer Protection Plans and maintained new renters CPP at or above 90% with overall CPP above 90% with average $ per policy > $15.50.
Increased Street Rate Usage above 30% gap vs.
NSC/WEB.
Implemented training course for new recruits - speeding profitability.
Maintained and operated multiple properties from 474 units in Grand Terrace, CA to 1200 units in Fontana, CA knowledgeable of the Southern California and Atlanta market.
Increased Occupancies year over year growth maximizing projected rents and gross potential.
Maintained account receivables/collections at or below 3%.
Prepare, analyze, and monitored operating budget and ensure expense control.
Prepare analyze, and evaluate reports such as financials, variance, and occupancy reports.
Clean/maintained rent ready units, properties, and maintained landscaping and curb appeal.
Achieved Auto Pay penetration to greater than 90% ranking #1 in district.
Consistently delivered positive interaction with all levels of management, customers, and vendors.
Preparing preventative property maintenance.
Responsible for large sums of money, daily bank deposits and petty cash.
Excel in Great Customer Service/Resolution to maintain highest level of customer retention.
Scheduled and Operated company rental truck for new opportunities.
Train and develop of new hires.
Facility/Properties continue to rank number #1on Google reviews.
Worked with Investor and Owner relations per site.
Prepared competitor surveys.
Worked with fellow District Managers, Vice Presidents, and President in the development of new policies in maximizing revenue growth and acquisitions.
As well as with Human Resources.
Ability to drive company moving trucks to assist customers.
Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Assessed skill gaps for employees within district and developed training courses to meet identified needs.
Coordinated ongoing technical training and personal development classes for staff members.
Delivered new employee onboarding and training sessions via Workday and Brass Ring.
Reviewed and edited all training materials for accuracy and company policy compliance.
Managed new employee orientation training process for more than 30 employees each year.
Implemented new learning strategies depending upon employees' skill levels.
Communicated all learning and performance objectives, schedules and training assessments to upper management.
Trained new hires to perform cross-training exercises with experienced workers.
Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
Managed all exempt employee coaching, training and performance improvement actions.
Led daily, weekly and monthly coaching, counseling and feedback sessions.
District Training Manager/Property Manager, 03/2007 - Current Extra Space Storage Mgt – City, STATE,
NYSE:EXR)/ A-American Self Storage Co.
Athens/Atlanta GA.
Inland Empire & Palm Springs, CA Market.
Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
Organized and edited training manuals, multimedia visual aids and other educational materials.
Planned corporate annual summer and holiday events, including team building-based training initiatives.
Researched and obtained relevant course materials to achieve training objectives.
Led daily, weekly and monthly coaching, counseling and feedback sessions.
Leasing Consultant to Assistant Manager, 01/2005 - 01/2007 Riverstone Residential – City, STATE,
Maintained operations of over 320+ luxury apartment homes.
Provided excellent Customer service to Residents and potential Residents.
Maintained a high rate of Resident Retention/customer satisfaction.
Converted leads to rentals using quality follow up calls.
Followed company's eligibility requirements for new residents.
Prepared and Analyzed Competitor reports.
Prepared outside of the box marketing strategies.
Maintained competitive prices/Revenue Management.
Scheduled maintenance on turn over apartment homes to rent ready.
Prepared eviction files following the California state Fair Housing Laws.
Maintained community grounds working with Maintenance Team.
Toured prospective residents to obtain community growth and occupancy, showcasing our luxury homes and amenities.
Kept Model Homes, 24hour fitness center, business center, playgrounds, Parking lots in excellent condition.
Collect rent and late fees making quality delinquency calls.
Maintained and met receivable/delinquency goals.
Accounts payables.
Knowledge of the Equal Opportunity Fair Housing Laws.
Education
Bachelor of Science: Psychology, Expected in 05/2017 - Cal Baptist University Online - Riverside, GPA:
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