Anna Orlov
Toronto,ON
Summary
Senior housing management professional with 10+ years of progressive leadership experience in residential tenancy administration, social and non-profit housing, policy implementation and dispute resolution. Skilled in leading teams, resolving complex tenancy matters, improving processes and building strong stakeholder relationships. Recognized for sound judgment, tenant-centred leadership and effective service delivery.
Overview
5
5
Languages
2027
2027
years of professional experience
Work History
Director of Housing
St. Demetrius Development Corporation
2019 - Current
- Provides strategic and operational leadership for housing services, overseeing tenancy administration, staff, regulatory compliance, financial management, tenant services and operational programs.
- Leads RGI and market rent administration, rent collection, vacancy and waiting-list management, tenant relations and complex tenancy matters.
- Interprets and implements housing legislation, regulatory requirements, organizational policies and tenancy procedures to support consistent and compliant service delivery.
- Leads recruitment, onboarding, training, supervision and coaching for housing services team; develops training materials and service protocols to enhance service delivery.
- Develops and implements operational policies, procedures and service improvements, strengthening consistency, accountability and quality across housing services.
Property Manager
Primrose Housing Cooperative Inc.
2017 - 2019
- Managed housing operations and tenant services in alignment with organizational strategy, policies and applicable housing requirements.
- Developed and maintained relationships with government organizations, community agencies, service providers and other key stakeholders.
- Acted as the Co-operative’s representative in legal proceedings and executed documents on its behalf.
- Implemented service improvements, negotiated contracts that reduced costs and improved maintenance delivery, and oversaw procurement, budgets and capital-repair recommendations.
Assistant Manager
Peregrine Housing Cooperative Inc.
2015 - 2016
- Coordinated daily housing operations, tenancy administration, unit allocation, rent calculations, and administrative systems to ensure seamless service delivery.
- Oversaw office operations while training and motivating front-line staff to enhance team effectiveness and service quality.
- Administered the Rent-Geared-to-Income program, including annual reviews, mid-year changes, eligibility requirements and rent calculations.
- Managed Housing Connections referrals, vacancies, applicant screening and interviews.
- Supported Board and Committee operations and participated in Board and members’ meetings.
Housing Manager
St. Demetrius Development Corporation
2012 - 2014
- Managed administrative and tenant-service operations for a non-profit residential complex serving more than 250 senior households.
- Investigated, mediated and resolved tenant complaints and complex service issues while balancing tenant rights, organizational responsibilities and applicable requirements.
- Developed policies, programs and operational processes to improve organizational performance, service consistency and tenant satisfaction.
- Assessed tenant support needs, coordinated referrals with community and Supportive Care Services, administered RGI calculations and contributed to annual financial reporting and budget preparation.
Education
Property Management Certificate -
Institute of Housing Management
Toronto, ON01-2023
Crestcom Leadership Certificate -
Crestcom International
Toronto, ON01-2023
RGI Simplification Certificate -
City of Toronto
Toronto, ON01-2021
Master of Arts - Foreign Languages
Kyiv International University
Ukraine01-2002
Skills
- Residential Tenancy Administration
- Program & Policy Implementation
- Dispute Resolution & Mediation
- Legislative & Regulatory Compliance
- Team Leadership & Coaching
- Process Improvement
Accomplishments
- Introduced eviction prevention program that helped tenants connect with external resources to improve their financial situation.
- Developed and implemented tenants support services that improved tenant satisfaction and addressed critical needs.
- Developed and implemented tenants’ complaint process that cut response time in half.
- Reinforced work order system procedures to ensure timely response to tenants’ requests for repairs.
Languages
English
Full Professional
Hindi
Elementary
Ukrainian
Native or Bilingual
Russian
Native or Bilingual
German
Elementary
Affiliations
Accredited Member (AIHM) with the Institute of Housing Management
Timeline
Director of Housing
St. Demetrius Development Corporation
2019 - Current
Property Manager
Primrose Housing Cooperative Inc.
2017 - 2019
Assistant Manager
Peregrine Housing Cooperative Inc.
2015 - 2016
Housing Manager
St. Demetrius Development Corporation
2012 - 2014
Property Management Certificate -
Institute of Housing Management
Crestcom Leadership Certificate -
Crestcom International
RGI Simplification Certificate -
City of Toronto
Master of Arts - Foreign Languages
Kyiv International University
Technology
- Yardi
- Microsoft Excel
- Microsoft Word
- Outlook
- HMWorx
- NewViews