SAMANTHA TOWNSEND
Chicago
Summary
Experienced Community Association Manager adept at overseeing high-end, high-rise homeowners associations and condominiums. Demonstrates exceptional leadership and communication skills, driving prompt resolutions to member concerns. Expertise in property maintenance, budgeting, and contract negotiation has consistently enhanced community standards and achieved remarkable resident satisfaction. Proven ability to cultivate strong relationships with board members, residents, vendors, and staff while ensuring adherence to association regulations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Community Association Manager-530 N Lake Shore Dr.
FirstService Residential
Chicago
09.2023 - Current
- Resolved conflicts between residents regarding matters pertaining to rules or regulations within the community association.
- Coordinated and negotiated service agreements for trash removal, landscaping and other property services.
- Prepared and submitted monthly tenant visit logs.
- Collaborated with board of directors to address financial matters and develop budgetary guidelines.
- Oversaw daily operations, maintenance, and administration.
- Compiled and conveyed operational and financial data to regional manager.
- Organized social events for residents within the community association.
- Collaborated with board members in creating an annual budget for operating expenses incurred by the Community Association.
- Coordinated meetings with board members to discuss issues related to the management of the community association.
- Participated in resident forums providing information about new developments taking place in their area.
- Performed administrative tasks such as filing documents, preparing reports, and responding to inquiries from residents.
- Facilitated timely resolution to neighborhood challenges and tenant complaints.
- Demonstrated in-depth knowledge of community rules and regulations.
- Enhanced event space quality by partnering with construction crews and contractors to complete maintenance and repairs.
- Created and maintained financial records, such as budgets, accounts payable and receivable, and payroll.
- Prepared monthly newsletters informing residents about upcoming events and activities taking place within their neighborhood.
- Developed and implemented policies, procedures, and regulations for the community association.
- Implemented programs designed to improve security measures throughout the building.
- Cultivated rapport with clients to meet expectations for high-end event space rentals.
- Conducted inspections of common areas in order to identify any maintenance or repair needs.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Advised board members on best practices when it comes to managing a successful Community Association.
- Managed contractors hired to perform services such as landscaping or snow removal in common areas.
- Managed day-to-day activities involving tenants, subcontractors and property management.
- Worked with cross-functional teams to achieve goals.
- Achieved cost-savings by developing functional solutions to problems.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed routine maintenance and repair.
Portfolio Property Manager
Hillcrest Property Management
04.2023 - Current
- Overview: Managing 8 Associations; a mix of condominium, single family homes, and townhomes communities throughout the Western suburbs and Chicago
- Handles the day-to-day focusing on the Board of Directors
- Responded to tenant maintenance requests according to agreed conditions for building functionality.
- Oversaw daily operations, maintenance, and administration of various properties.
- Interacted regularly with clients to discuss financial performance of the portfolio's properties.
- Developed the annual budget for 8 communities ranging from 1 million to 2.5 million
- Coordinated all projects and services from vendors, consultants, and contractor assembly
- Reviewed all contracts before presenting to the Board of Directors
- Performed monthly inspections and maintains record of community violations
- Successful in identifying project goals and aligning goals with an efficient execution plan
- Processed accounts payable and receivable requests for assigned communities
- Effectively communicated to owners for any planned and unplanned work; keeping owners involved and in the loop on building/community happenings
Onsite Property Manager
Sudler Property Management
Chicago
01.2018 - 04.2023
- Overview: 15 Floors, 186 Units, Located in South Loop, Chicago
- Fully accountable for the day-to-day property operations, overseeing and enhancing the value of the property
- Supervised on-site staff- Union employees- totaling eleven (11) staff members
- Demonstrated the ability to understand financial goals, operate asset in owners' best interest in accordance with Policies & Procedures Manual
- Maintained accurate records of all community transactions and submit on timely basis (i.e., rent rolls, delinquency reports, move-in/move-outs, etc.)
- Prepared annual budgets and income projections in a timely and accurate manner
- The annual budget was 3 million
- Generated necessary legal action, documents and process in accordance with State and Company guidelines
- Provided constant vendor/contractor communications concerning scheduling, billing, vendor relations and certificates of insurance
- Ensured that A/P invoices are submitted to the corporate office for payment, handle petty cash and all funds
- Dealt with resident concerns and requests on timely basis to satisfaction with management
- Implemented and developed owner programs (i.e., resident functions, special promotions, monthly newsletters, etc.)
- Ensured distribution of all company or community-issued notices (i.e., bad weather, emergency, etc.)
- Were given within a short time span
- Experience with large million dollar projects (parking garage and driveway overhaul)
- Processed payroll and handled employee work performance issues
Assistant General Manager
Related Rentals
Chicago
03.2017 - 01.2018
- Overview: 47 Floors, 500 Units, Located in Streeterville, Chicago
- Assisted with the hiring, training, development, and termination of staff
- Conducted weekly meetings, walk throughs, and inspections
- Managed a staff of fourteen (14) Union and non-Union members
- Maintained property appearance and ensure repairs are noted and completed on timely basis; this requires regular property inspections and tours
- Dealt with resident complaints, concerns, and requests to ensure resident satisfaction
- Posting of payments received from all applicants, current tenants, and previous tenants
- Posting of all charges to tenant accounts
- Assessed late fees in accordance with lease terms
- Created and delivered delinquent rent notices to tenants (Late Notices, 5-day notices, Eviction notices, Small balance notices, etc.)
- Researched and processed charge backs and return checks
- Reconciliation and balancing of all accounts receivable
- Handled all tenant collection accounts
- Completed pre-close and end of month closing procedures
Onsite Property Manager
Sudler Property Management
Chicago
05.2015 - 03.2017
- Overview: 50 Floors, 182 Units, Located in Streeterville, Chicago
- Building Overview: 50 floors, 182 units
- Located in Streeterville, Chicago
- Fully accountable for the day-to-day property operations, overseeing and enhancing the value of the property
- Supervised entire on-site staff, Union employees, totaling fifteen (15) staff members
- Demonstrated the ability to understand financial goals, operate asset in owners' best interest in accordance with Policies & Procedures Manual
- Maintained accurate records of all community transactions and submit on timely basis (i.e., rent rolls, delinquency reports, move-in/move-outs, etc.)
- Prepared the annual budgets and income projections in a timely and accurate manner
- The annual budget was projected at 3 million
- Generates necessary legal action, documents and process in accordance with State and company guidelines
- Provided constant vendor/contractor communications concerning scheduling, billing, vendor relations and certificates of insurance
- Ensured that A/P invoices are submitted to the corporate office for payment, handle petty cash and all funds
Portfolio Property Manager
The Building Group
Chicago
02.2014 - 05.2015
- Overview: 10 Buildings, 96 Units, 3 Commercial Spaces, Locations in South Loop Chicago
- Responsible for the overall operation, and the day-to-day implementation of policies, procedures, and programs to ensure a well-managed and maintained community
- Manages site staff and their duties, interacts with and supervises vendors
- Oversaw maintenance program consisting of maintenance supervision, inspections and monitoring work orders
- Ability to empathize with residents and staff, while still enforcing the community rules and policies
- Responded to all email messages from non-board members and members, requests for current ledger balances, all move related items, party room rentals, general communication by maintenance and all owner communication
- Arranged maintenance service for regular and emergency calls
- Tracked and filed corporate filings, pump tests, city permit renewals, annual life safety tests
- Monitored delinquencies, asked the Boards if they would pursue legal, handle NSF letters
- Processed payroll
Education
Bachelor of Arts Degree - Communication
DePaul University
Chicago, IL08.2006
Skills
- CMCA
- Microsoft Office
- Excel
- PowerPoint
- Access
- Word
- Adobe
- Real estate management software
- TOPS
- Skyline
- Vantaca
- Yardi
- Emergency preparedness
- Vendor relationship development
- Board relations
- Community rules and regulations
- Board of directors advisement
- Community association support
- Budget planning
- Policy enforcement
- Service contract negotiation
- Proposal development
- Board meeting facilitation
Certification
- CMCA
References
References available upon request.
Timeline
Community Association Manager-530 N Lake Shore Dr.
FirstService Residential
09.2023 - Current
Portfolio Property Manager
Hillcrest Property Management
04.2023 - Current
Onsite Property Manager
Sudler Property Management
01.2018 - 04.2023
Assistant General Manager
Related Rentals
03.2017 - 01.2018
Onsite Property Manager
Sudler Property Management
05.2015 - 03.2017
Portfolio Property Manager
The Building Group
02.2014 - 05.2015
Bachelor of Arts Degree - Communication
DePaul University
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