Dulce Ludena
Los Angeles
Summary
Outgoing professional with a background managing employees, issues and administrative tasks in fast-paced environments. A highly visible and friendly Community Manager promoting exemplary talents in customer service, policies and procedures' oversight and facility security measures.
Overview
13
13
years of professional experience
Work History
Commercial & Resi Assistant Community Manager
Douglas Emmett
03.2022 - 03.2024
- Enhanced tenant satisfaction by addressing concerns promptly and maintaining open lines of communication
- Assisted in reducing vacancy rates through effective marketing strategies and community outreach efforts
- Streamlined rent collection processes, resulting in improved on-time payments and reduced delinquencies
- Collaborated with maintenance team to ensure timely completion of service requests, contributing to overall resident satisfaction
- Supported property manager by preparing monthly reports that tracked occupancy, rent collection, and budget performance
- Aided in the development of leasing strategies for optimal tenant retention and minimized turnover rates
- Coordinated with property management team on capital improvement projects aimed at increasing asset value through strategic updates or renovations across the community spaces or individual units
- Assisted in the creation and implementation of resident retention programs, resulting in increased lease renewals and decreased turnover rates
- Upheld high standards of customer service for current and prospective tenants, addressing concerns promptly with effective problem-solving skills
- Increased office organization by creating filing systems and managing confidential information carefully
- Maintained knowledge on lease and renewal rates to advocate for appropriate changes
- Provided leadership, guidance and support to staff members.
Community Manager
Douglas Emmett
03.2023 - 06.2023
- Facilitated open dialogue among community members by moderating discussions and addressing concerns in a timely manner
- Provided exceptional customer service through prompt responses to inquiries from both existing members and prospective clients via email or social media platforms
- Continuously assessed community goals and objectives, making data-driven decisions to align strategies with overall organizational priorities
- Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction
- Worked with maintenance staff to complete timely repairs and enhancements
- Conducted regular inspections to identify needed improvements and maintain highest standards
- Produced reports about community activities to keep owners, directors and property managers informed
- Created policies and procedures for successful community management
- Maintained knowledge on lease and renewal rates to advocate for appropriate changes
- Maximized rental income while minimizing expenses through effective planning and control.
Leasing Consultant
Greystar
06.2020 - 02.2022
- Administered operations to handle needs of more than 1,000 tenants across 507 property units
- In the midst of COVID-19 I kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements
- Distributed and followed up on tenant renewal notices
- Knowledgeable of all lease terms and community policies, CRM, Yardi, Outlook, Excel
- Toured property with prospective tenants both in person & virtually and provided wealth of information in regards to its key features
- Assist all residents with package concerns
- Ensure that all community areas, including the resident lounge and leasing office are in perfect condition
- Process service requests from tenants and ensure prompt response to inquiries
- Answer incoming telephone calls
- Maintain a strong closing ratio
- Performed background checks on over 500 apartment applicants
- Resolved conflicts between tenants regarding noise, encroachments and parking.
Leasing Manager
Essex Property Trust
02.2019 - 06.2020
- High rise, Rent Controlled, Active Renovation, 450+ unit, Rent Controlled property experience
- Provide excellent customer service to extremely heavy traffic property
- Experienced in de escalating any given situation
- Trained several leasing specialist in DTLA area with basic sales, closing, people skills
- Assisted with renovation projects happening on site, vendor coordination's
- Maintain a strong closing ratio
- Encourage prospective tenants to lease from us by positioning our property and its units in a favorable light and offering the best possible customer service and experience
- Assistant Managers right hand, help alleviate her work load
- Month end, Deposit Accounting, 3 day notices Assistant Manager experience
- Knowledgeable of all lease terms and company policies
- Called to assist at struggling properties and help lower ATR percentage rate
- Show apartment units to prospective tenants and process move-in paperwork for qualified applicants.
Leasing Specialist
Essex Property Trust
10.2017 - 02.2019
- Show apartment units to prospective tenants and process move-in paperwork for qualified applicants
- Maintain a strong closing ratio
- Encourage prospective tenants to lease from us by positioning our property and its units in a favorable light and offering the best possible customer service
- Assist all residents with packages
- Ensure that all community areas, including the resident lounge and leasing office are in perfect condition
- Process service requests from tenants and ensure prompt response to inquiries
- Answer incoming telephone calls
- Knowledgeable of all lease terms and community policies
- Many other responsibilities….
Leasing Consultant, Assistant Manager, Concierge
Career Strategies
04.2017 - 10.2017
- Temp Agency - Provide Leasing work to many properties throughout Southern California
- Resolved conflicts between tenants regarding noise, encroachments and parking
- Show apartment units to prospective tenants and process move-in paperwork for qualified applicants
- Maintain a strong closing ratio
- Encourage prospective tenants to lease from us by positioning our property and its units in a favorable light and offering the best possible customer service
- Train leasing agents in effective closing techniques
- Ensure that all community areas, including the club house and leasing office are in perfect condition
- Process service requests from tenants and ensure prompt response to inquiries
- Answer incoming telephone calls
- Knowledgeable of all lease terms and community policies.
Regulatory Compliance Officer
Winfield Summit
09.2016 - 04.2017
- Sales, Personal Assistant Northridge, CA, File annual reports for Nonprofits worldwide
- Enhanced regulatory, strategic and operational performance to keep in alignment with deadlines
- Run personal errands for business owner
- Counseled committees and department heads regarding compliance risks and standards
- Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
Financial Advisor
PFS
08.2013 - 09.2016
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs
- Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio
- Sold financial products, including life insurance, retirement instruments and investments
- Coordinated team-building group activities to promote socialization
- Generate new clientele
Office Assistant
HOA, Sky Security Services
09.2011 - 03.2013
- Worked with upper management to complete complex projects on tight budgets within specific timelines
- Operate telephone switchboard
- File and maintain client and employee records
- Marketing department, Home Owners Association
- Book new clientele
- Distribute payroll to all employees
- Kept business, customer and financial records current and accurate to stay on top of changing information and avoid lost data.
Education
Associates Degree -
Los Angeles Mission College
Sylmar, CA2010
Nurse Assistant Course Nursing -
Job Corps
Clearfield, UT2008
High School Diploma -
Robert Lewis High School
Sun Valley, CA2007
Skills
- Yardi
- MRI Software
- Quick Base
- OneSite
- Word
- Excel
- Outlook
- Yieldstar
- Entrapass
- Bilingual: Fluent in English and Spanish
- Rent Controlled Experience
- Property Inspections
- Renovation Project Experience
- Rent collection
- 500 Unit Experience
- Local market conditions
- Fair housing policies
- New Construction
- Telephone and email etiquette
- Training and mentoring
- Team Building
- Staff Management
- Excellent people skills
- Excellent customer service
- Sales Experienced
- Accounting
- Annual reports
- Project coordination
- Repair Planning
- Preparing property agreements
- Insurance Coordination
- Capital Projects Management
- Financial Reporting
- Lease Renewals
- Knowledge of California real estate laws
- Tenant and eviction laws
- Legal knowledge
- Financial budgeting and reporting
- Leasing and sales
- Adaptable
- Vacancy Marketing
- Effective Communication
- Problem-Solving
Accomplishments
- With Essex Property Trust I was awarded Closer Award for Southern California in 2018. Only 1 award is given per year in this category.
- Collaborated with team of 6 in the development of Parcel Pending lockers installation from beginning to end. A total of 10 towers / 1,000 new lockers installed into property.
- Supervised team of 20 staff members.
Timeline
Community Manager
Douglas Emmett
03.2023 - 06.2023
Commercial & Resi Assistant Community Manager
Douglas Emmett
03.2022 - 03.2024
Leasing Consultant
Greystar
06.2020 - 02.2022
Leasing Manager
Essex Property Trust
02.2019 - 06.2020
Leasing Specialist
Essex Property Trust
10.2017 - 02.2019
Leasing Consultant, Assistant Manager, Concierge
Career Strategies
04.2017 - 10.2017
Regulatory Compliance Officer
Winfield Summit
09.2016 - 04.2017
Financial Advisor
PFS
08.2013 - 09.2016
Office Assistant
HOA, Sky Security Services
09.2011 - 03.2013
Associates Degree -
Los Angeles Mission College
Nurse Assistant Course Nursing -
Job Corps
High School Diploma -
Robert Lewis High School
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