sr homeowner success manager resume example with 10+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Experienced, high energy, self motivated high achiever buisness professional! Excellent reputation for working cross functionally, resolving problems, finding solutions, strategizing, creating process efficiencies and seeing the big picture, while able to focus on the details, stay on budget and find cost saving opportunities!

  • Organized
  • Self Starter
  • Loyal
  • Interdepartmental Collaboration
  • Account Acquisition
  • Client Base Retention
  • Detail-Oriented
  • Salesforce Software
  • Asana Software
  • Problem Solving
  • Decision Making
  • Coordinating Team Projects
  • Strategic Direction
  • Critical Thinking
  • Program Leadership
  • Budgeting and Resource Management
Work History
Project Support Manager, 01/2022 to Current
Toll Brothers, ,
  • Manage Project Support Team to include: Utility Coordination; Data/Metric Project Management; New Asset Onboard budget setting/implementation; and Network WiFi Operations Company wide.
  • Prepared budget requirements and recommended cost-cutting solutions, for cash conservation.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts of in flight projects.
  • Tracked new asset onboard projects and performance closely to quickly intervene in mistakes or delays to ultimately deliver no burn days on each new asset Onboard
  • Adhered to budget requirements with excellent planning and consistent expense monitoring by developing a tighter, more transparent process of the "spend" on each new asset onboard.
  • Joined in cost-cutting solutions, saving close to $1M annually in the utility department.
  • Maintained open communication by presenting regular updates on project status to SLT.
  • Created automated program to monitor and document project progress across Openings, Supply Chain, Design, Construction - integrated Finance Operations, Quality Assurance, Listing, Revenue Management, Policy to provide higher level tracking, metrics and visibility to SLT.
  • Maintained project dashboards/portfolios - providing timely reporting to Management and SLT.
  • Maintain process and data collection to provide Budget vs Actuals on each Openings project.
  • Manage Network Operations company wide; leading initiative for better WiFi Configuration, providing better guest experience, faster speeds and more devices per connection.
  • Develop and implement handoff processes between teams and departments for owners.
  • Develop and implement Onboarding processes, systems, workflows with measurable metrics and reporting.
  • Develop Existing Reservations migration process with cross functional stakeholders and manage execution.
  • Develop system and collection method for owner/home data for cross functional team visibility and use.
  • Manage all new ongoing utility accounts.
  • Draft and deploy team wide SOP's and training materials. Coordinating new initiatives and processes with cross functional stake holders.
  • Work to provide efficiencies to processes across Homes and Operations.
  • Held weekly 1:1 with each direct report; provided mentorship, constructive feedback and training to assist them in their goals and success.
Openings Associate, 08/2021 to 12/2021
Borrego Rental Mgmt Group, ,
  • Managed Owner relationship after Sales completion during entire Openings phase to GO LIVE.
  • Consistently carried 30-45 active projects per month.
  • Worked hand in hand with owner on gathering valuable information to successfully manage home.
  • Set Owner expectations, explained processes, and provided weekly updates regarding status of their Opening.
  • Developed VRMA Openings process with Manager - including Discovery Call form; Talk Tracks; and key areas for expectation setting for successful relationship.
  • Developed Openings <> Owner Experience Handoff process.
  • Scheduled, reviewed and provided Home Inspection / Matterport to necessary stakeholders.
  • Cross collaboration with Policy/Risk team regarding zoning and any permit delays.
  • Worked with owner on furniture removal and design approval(s).
  • Worked with Supply Chain on budgets, order placing, tracking and install scheduling.
  • Scheduled photography and styling with respective teams for each home.
  • Kept project on track and identified potential bottlenecks.
  • Received and responded to Owner communications via email, text or phone, continuing to drive positive relationship with Owner.
  • Developed revisions for systems and procedures by evaluating operational practices and identifying improvement opportunities.
  • Oversaw completion of Offboard projects; including coordination to remove company owned furnishings; utility hardware, etc.
Sr. Homeowner Success Manager, 09/2016 to 02/2021
JJ Gallardo Mobile Notary, ,
  • Initially hired to integrate existing portfolio of homes from Borrego Rentals into TurnKey portfolio - post acquisition and retain homeowners for minimum of one year.
  • Assisted in integration of 3 other acquisitions to TurnKey portfolio.
  • Managed 200+ Homeowner accounts to retain existing relationships in regards to their vacation rental property by building strong and lasting relationships, and assuming primary responsibility for owner retention
  • Delivered recommendations to Homeowners regarding their vacation rental to help promote more reservations/revenue
  • Prepared quarterly analysis on home's profitability, pricing and amenities in regards to competition and made suggestions on how to maximize revenue to homeowners
  • Responded within timely manner to owner questions/issues and offered rapid solutions to them, while working with other departments
  • Work proactively with owners to remove barriers that reduce bookings and lead to guest experience issues
  • Handle all owner escalations and save strategy to avoid losing home
Business Owner, 04/2014 to 09/2016
Orange Coast Title Company, ,
  • Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals. Grew company from managing 19 homes when purchased, to over 55 homes when sold, as well as, was onsite Property Manager for 2 commercial properties with over 60 tenants
  • Put together realistic budgets based upon costs and fees for successfully operating business, making it profitable within first 6 months of purchase.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands by creating organizational processes, checklists and standard operating procedures.
  • Devised processes to boost long-term business success and increase profit levels within community.
  • Consulted with customers to assess needs and propose optimal solutions by finding out each owners reason for "renting" - scope of their needs and expectations. Make recommendations of necessary things to get home "rental ready" and would assist in design, and purchase of these items if needed.
  • Created and monitored promotional approaches to increase sales and profit levels by increasing local advertising, sponsorships and visibility throughout the community.
  • Managed entire vendor list for property needs and/or repairs.
  • Onboarded each home individually; creating listing, coordinating photography, writing description, pricing home, etc.
Business Owner, 10/2011 to 04/2014
Company Name, ,
  • Devised and deployed sales and marketing plan to build Loan Doc Signing Business
  • Maintained relationships with multiple Escrow Offices to be available, flexible and execute signing - whether it be planned in advance or last minute notice.
  • Coordinate signing appointment with signor. Travel to signers home, office, or neutral location, could include printing loan documents myself.
  • Knowledge of loan documents and general knowledge of real estate industry to help identify different documents and information in them to signer.
  • Knowledge of and ability to defend and uphold - Secretary of State of California - Notary Public rules, and guidelines.
  • Built business to earn on average $70,000 annually
Escrow Officer, 12/2008 to 07/2010
Company Name, ,
  • Lead Escrow Officer in Wells Fargo Bank, RELS account for their REO unit; maintained this relationship and kept strong, trustworthy relationship with Wells Fargo Bank and their foreclosed properties.
  • Oversaw and mentored 12 assistants as they, set up escrow transactions, processed deposits and mailed out forms and preliminary title reports for review.
  • Opened incoming orders and set up escrow files within 24 hours of receiving purchase agreement.
  • Followed industry standard escrow procedures and maintained awareness of regulations governing escrow process.
  • Examined purchase and sale agreement for potential items of concern and addressed immediately.
  • Scheduled closing appointments for seller and buyer or arranged for delivery of documents for out of area closings.
  • Monitored pipelines to track and log status of loans.
  • Managed real estate closing process in compliance with all applicable standards and legal requirements.
High School Diploma: , Expected in
Redlands High School - Redlands, CA,
Bachelor of Arts: Communication Studies, Expected in
University of Nevada, Las Vegas - Las Vegas, Nevada,
  • Member of Lamda Pi Eta Honor's Society
  • Dean's List Recipient
  • Received Deans Scholarship
  • John Maxwell, Maxwell Leadership Team Certification Program - in progress
  • Speaker | Coach | Trainer Certification (in process)
  • Maxwell Youth Certification (in process)
  • Maxwell Disc Trainer Certification (in process)

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Resume Overview

School Attended

  • Redlands High School
  • University of Nevada, Las Vegas

Job Titles Held:

  • Project Support Manager
  • Openings Associate
  • Sr. Homeowner Success Manager
  • Business Owner
  • Business Owner
  • Escrow Officer


  • High School Diploma
  • Bachelor of Arts

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