Caitlin Comans- Capp
Newport,NSW
Summary
Head of Property Management with 22 years of experience managing properties and supervising teams for many different agencies over the years . Consistently applies regulations and policies across variety of situations to achieve compliance with local, state and federal requirements, while maintaining high levels of customer satisfaction with properties.
Always excited to implement structures, to retain business and obtain new business.
When working at smollen group, realised, that I was well suited to leadership, and processes and was able to see the bigger picture when it came to clients.
Main passion is servicing clients, and teaching the team to service clients, for retention but also word of mouth, truly believe real estate is about people not houses, and making people feel valued and cared about.
As property management has had such a high staff turnover the last few years, the importance of systems, guidance, genuine care and acknowledging the important of team is more important than ever.
Understanding that each team member is different, and has different needs and want, and always engaging with them to make sure the agency gets the best out of them, and they feel supported.
Overview
21
21
years of professional experience
Work History
Head of Property Management
McGrath Pittwater
01.2018 - Current
- Supported and grew team in all aspects.
- Mentored property managers and presented monthly status reports to principles
- Reviewed budgets for property management side of agency and submitted total budgets to principles
- Developed, implemented and adjusted operational policies and procedures, implemented KPIS, implemented reward system for staff feeling appreciated
- Conducted and oversaw all new business leads and procedures
- Organise staff to attend all training
- Handled all compliance to do with property management
- Point of escalation with team
- Handled all accounts, reports, yearly audits, monthly reports to head office
- Interviewed property management team when recruiting for new staff
- Conducted two meetings a week, and one on ones weekly
- Keep team updated on changes to legislation and implementing changes
- Train junior staff and support more senior staff
- Manage rate my agent reviews, and online reviews for department
- Implemented and looked into new products
Senior Property Manager
LJ HOOKER MONA VALE
01.2017 - 01.2018
- Worked Part time after having my second child
- Oversaw department and helped manage portfolio
- Attracted tenants by advertising vacancies and personally showed units to potential renters.
- Maintained building systems by working with maintenance services and supervised repairs.
- Administered operations to handle needs of more than 400 properties
- Conducted Ingoing and Outgoings
- Open homes, routine inspections
- Reported back to sales team and weekly meetings re: property management department
Head Of Property Management/ Pod Manager
McGrath Estate Agents
11.2012 - 07.2016
- Worked under the Smollen Group, oversaw to start the Mona Vale, Avalon and Palm Beach office
- Initially had two staff to manage and oversee portfolio
- 180 portfolio
- In 2013 they merged roll to do new business
- Report back to Head office and General Manager of PM, statistics, of PM
- First time officed made a profit when managed by myself
- We won McGrath Customer Service the most out of all offices two years straight
- One Pod Manager of the year in 2014
- Oversaw portfolio and team, weekly meetings, attended sales meeting
- Attended team leader meetings with other Smollen group team leaders
- In 2014, was asked to oversee Pymble and Epping office due to complaints and retention issues, implemented KPIS around service, wow calls, time periods to call. back clients. Conducted weekly meetings with the two offices, as well as the three on Beaches
Senior Property Manager
LJ HOOKER FRESHWATER
12.2009 - 05.2012
- Investigated and resolved any tenant and landlord complaints.
- worked part time after birth of first child
- Had portfolio looked after
- Handled all routines, repairs, ingoings and outgoing inspections
- Showed properties for lease on weekend
- Managed admin staff ( two)
- Handled arrears management
- Handled tribunal cases
Senior Property Manager
Raine & Horne Collaroy ( Now Upstate)
10.2006 - 01.2009
- Oversaw Collaroy portfolio
- Handled day to day property management
- Initially one staff reporting to me
- Helped merge when purchased rent roll and building of Weight & Co
- Merged teams together, implemented new systems in Dee Why office
- Worked with Dee Why office senior PM, to create synergy with teams, as a lot of mature team working for long time at Dee Why Office
- Report back to principles on management numbers, any loss of managements, particularly under time period of merge.
Property Manager
Cremorne First National
07.2005 - 10.2006
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Handled ingoings and outgoing inspections
- Did open homes, report back to landlords
- Arrears management
Property Manager
Bergenlin Estate Agents
07.2004 - 06.2005
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Conducted all inspections
- Shared role with other Property Manager at time
- Ingoing and outgoing inspections
- Attended tribunal
- Landlord and tenant management
- Open homes
- Advertising in MANLY DAILY
Property Officer
BEN BOYD REAL ESTATE
01.2003 - 07.2004
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Attended routine inspections
- Attended ingoing inspections
- Showed properties for lease
- Arrears management
Education
Bachelor of Arts - General Literature
Sydney University
Sydney University 10.2002
High School Diploma -
Pittwater High School
Mona Vale, NSW10.1999
Skills
- Conflict Resolution with issues in portfolio
- Implementing systems to maintain business
- Staff Training/Staff Mentoring
- Emergency Preparedness & Compliance
- Compassionately managing and encouraging staff
- Customer Service skills
- Ability to acquire new business and retain business
- Pro active style of managing clients and people
- Wanting to know about team, and how to get best of them, and also about clients to best service them
- Pursuing more training, knowledge, better ways of doing things and implementing this
- Ability to see team when overworked, and step in to assist
Accomplishments
Representing Australia in Figure Skating
Speaking at White Ribbon Australia conference
Timeline
Head of Property Management
McGrath Pittwater
01.2018 - Current
Senior Property Manager
LJ HOOKER MONA VALE
01.2017 - 01.2018
Head Of Property Management/ Pod Manager
McGrath Estate Agents
11.2012 - 07.2016
Senior Property Manager
LJ HOOKER FRESHWATER
12.2009 - 05.2012
Senior Property Manager
Raine & Horne Collaroy ( Now Upstate)
10.2006 - 01.2009
Property Manager
Cremorne First National
07.2005 - 10.2006
Property Manager
Bergenlin Estate Agents
07.2004 - 06.2005
Property Officer
BEN BOYD REAL ESTATE
01.2003 - 07.2004
Bachelor of Arts - General Literature
Sydney University
High School Diploma -
Pittwater High School
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