Profile

Motivated business manager with experience initiating, developing, and executing

large-scale initiatives reporting directly to senior operations management. Le
adership and communication skills proven to drive organizational change in the a
reas of operational efficiency, asset management, customer satisfaction and work
force performance. Demonstrated contributions that drive business development,
increased sales and market share, and implementation of new strategies or servic
es.
Business Experience
Aimco (Apartment Investment and Management Company) 2004 ? Present
Aimco is a real estate investment trust and is one of the largest owner and oper
ator of apartment homes in the United States; operating communities in over 40 s
tates, the District of Columbia and Puerto Rico. Aimco is organized into Operat
ional and Investment/Transaction lines. Aimco is traded on the New York Stock E
xchange (AIV) and is included in the S&P 500.
Director of Sales and Customer Retention ? Property Operations
? Responsible for critical initiatives geared to drive operational income develo
pment through customer sales and increased resident retention. Manage team of f
ive and projects from inception through final delivery. In addition to discover
y and functional development, responsible for shaping and positioning products t
o garner approval from regional and community operations team members to establi
sh widespread acceptance and use.
? Responsible for identifying over $10M in other income in 2010. Projects under
management include: identification and maximization of underutilized inventory
with a financial goal of $6.2M of additional revenue; reduction of bad debt expe
nse 20% in 2010 through improved collections process and procedures; development
of over $1.1M in additional move-out charges by updating process. All will be
accomplished through setting 2010 performance goals, promoting awareness and pro
viding training of property operations leadership and team members.
? Performing a comprehensive time study of community teams to identify critical
sales and financial tasks and determine ways to eliminate administrative work to
refocus property operations team energies on revenue driving activities. Devel
oping, administering, and reporting on targeted sales promotions focused on driv
ing sales and retention goals through well timed incentives. Implementing a tou
ch point program geared towards enhancing the resident experience and driving re
tention through a combination of sales and service related interactions. Effort
s in 2009 increased retention rates over 6% ($3.3M in Q4 2009 alone), 2010 goal
is another 6%.
? Led the development and implementation of a new suite of customer satisfaction
measurement instruments through management of a cross-functional team from fiel
d operations, information technology, the Aimco national contact center, marketi
ng, and service. Included are a combination newly developed and cost effective
phone and email surveys in addition to field management tools to incorporate the
feedback into their operating plans. Developed goals and quantifiable metrics
will be used to measure performance and directly contribute to bonus eligibility
of operations executives and field teams in 2010.
Business Experience (Cont.)
Asset Manager ? Property Operations and Transactions
? Oversaw operational and financial activities for the Rocky Mountain Regional p
ortfolio of 22 Conventional and 15 Affordable multi-family assets. Accountable f
or maximizing profitability and minimizing loses while maintaining the integrity
of the assets and compliance with both financial and non-financial agreements.
Also responsible for developing reporting on asset performance and presenting r
ecommendations to investors and Aimco senior leadership. In addition, identifie
d and performed due diligence for potential multi-family acquisition/disposition
opportunities.
Finance Manager ? Real Estate Transactions
? Performed underwriting and daily processing of Real Estate partnership loans;
processed over 400 loans totaling more than $55M annually. Built loan processes
reducing the cycle time of turnaround from 7 to 5 days and the recovery time by
over 50%. Established company-wide process for acquisition and completion of a
new line of business (tax credit) including steps for application, pre-construc
tion financing, construction, and closeout. Managed reporting for transaction r
elated items including fee collection and disposition disbursement with income a
nd loss projections.
Project Manager ? Performance Excellence
? Planned and executed the strategic development and rollout of Aimco?s new oper
ational, financial and human resources performance system encompassing over 7,00
0 employees. The system, Managing Aimco Performance (MAP) is now used to drive
company performance throughout Aimco. MAP provides a structured view of Aimco?s
business goals and their achievement and is standard report used by Aimco?s Boa
rd of Directors at quarterly Board of Director?s meetings to evaluate Aimco?s se
nior leadership and determine executive compensation at year-end. MAP was utili
zed by over 99% of all Aimco employees in 2009.
Business Analyst / Project Manager ? Property Operations
? Part of newly developed Property Operations Process Improvement Department. M
anaged over 15 projects of varying sizes designed to systematize and build opera
tional infrastructure to support Aimco?s national property operation footprint.
Responsible for assembling project teams, clarifying objectives, developing pro
ject plans, managing plan execution, and communication to field teams and execut
ive management. Principal projects focused on productivity enhancements through
process improvement and sales and revenue growth.
? Managed the design, development, deployment, training, and follow-up of multip
le components of a large-scale Balanced Scorecard and associated variable compen
sation project designed to measure and improve operational results and determine
specific compensation metrics. Scorecard contributed to the growth of CNOI by 1
0.6% yoy and allows every team member to access data on a daily basis, including
projected bonus earned. Coordinated and facilitated Scorecard enhancements with
business partners from operations, finance, human resources and information tec
hnology.
? Six Sigma certified using LEAN techniques and principles to diagnose potential
issues and identify solutions.
Education
M.S., Business Administration, 2004
University of Wyoming, Laramie, WY
MBA Student of the Year
B.S., Business Administration & Communication, 2003
University of Wyoming, Laramie, WY