Carla Reis

• Created an in-house Tenant Screening system to conduct a full, same-day, leasing process from the application to the OSL (Ontario Standard Lease) Agreement
• Performed screening processes, including credit checks (Equifax, Front Lobby, and TransUnion) and references' verification
• Assessed potential tenants' qualifications and made recommendations based on established criteria.
• Gathered documentation, prepared Offers to lease, lease agreements, coordinated rent, and keys deposit, followed up about Insurance confirmation, checked utilities, and sent documents through DocuSign
• Coordinated with property owners and property management teams to ensure smooth tenant onboarding
• Ensured all lease transactions followed the Residential Tenancies Act policies and procedures.
• Created suitable checklists for major processes to ensure accuracy and consistency. The timeframe for completing leasing processes decreased by 50% after the implementation.

Marketing and Sales support:

• Advertised properties through several channels, especially social media, to expedite the leasing process
• Addressed all inquiries promptly and with proper etiquette.
• Created marketing materials on Canva.com to be used in Newsletters, email marketing, and social media to showcase the company’s services and deliverables
• Increased the business' visibility by performing marketing initiatives, increasing in 40% the number of followers and connections and by 15% engagement on social media platforms
• Provided support to the team, including scheduling appointments, organizing documents, and managing correspondence
• Searched comparable properties, providing frequent market updates to the Landlords

Client Experience Care:

• Built and maintained strong relationships with clients to ensure their needs were met and exceeded, increasing client retention.
• Addressed client inquiries and requests, in a professional and empathetic manner.

Follow-up Communication:

• Followed up with potential buyers or sellers to gather feedback after property showings or listing presentations.

Showings:

• Coordinated property viewings and tours with prospects.

General Office Administration:

• Searched for suppliers and contractors, and answered general emails and phone calls.
• Performed payments and coordinated the accounting receivables and payables.

Client-Facing Closing Coordination:

• Assisted clients throughout the closing process, including coordinating with lenders, attorneys, and other parties involved
• Ensured all necessary documentation and paperwork were completed accurately and on time.

Property management assistance:

• Prepared N4s, N1s, and amendments to the lease agreement, for Tenants and Landlords
• Referred and sourced contractors to address eventual repairs on the property.

• Leasing Coordination and Tenant Screening: Conducted thorough tenant screening processes, including credit checks, employment, and reference verification; assessed potential tenants' qualifications and made recommendations based on established criteria; prepared offers, lease agreements, gathered documentation, performed insurance confirmation, checked utilities, and sent documents through DocuSign; coordinated with property owners and property management teams to ensure smooth tenant onboarding.
• Client Experience Care:
  Built and maintained strong relationships with clients to ensure their needs are met and exceeded;
  Addressed client inquiries, concerns, and requests in a professional and empathetic manner
• Sales Support: Coordinated and Booked property Showings.
• Follow-up Communication:
  Followed up with potential buyers or sellers to gather feedback about the sales and leasing process.

• Company Overview: A franchise brand from Winmark Corporation.
• Coordinated the customer service and merchandise processes
• Assisted the store’s management
• Engaged customers in sales promotions and events, resulting in a significant increase in positive Google reviews and referrals.
• Contributed to the increment of strategies aiming to leverage sales, specially with the International community
• Answered phone calls and electronic inquiries in a timely manner
• Analyzed and responded to customer’s inquiries regarding sales transactions, generating 30% customer retention
• Resolved problems that arose such as customer complaints and merchandise shortage
• Searched the business’ competition to help improve sales and customer service performance
• Trained staff on assignments and policies, processed corrective actions after dealing with customers’ inquiries
• Contributed to the 'Gold Standard Store' business award by demonstrating high standards of quality in operations, products, and customer service.
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