Michelle Jones

• Mentored and led a dynamic team of onshore and offshore staff across New South Wales, Victoria & Queensland

• Managed and resolved high level customer complaints and escalations

• Conducted staff training sessions and performance reviews to enhance team capabilities

• Responsible for recruiting and onboarding of new staff members

• Implemented and enforced policies and procedures to maintain regulatory compliance throughout the business

• Managed the rent roll sale and closure of the business alongside the group CEO

• Designed and launched a pilot program for property management referrals

• Identified suitable agents for collaboration through extensive research and reached out to present the pilot program

• Onboarded, managed and nurtured relationships with agents to ensure effective collaboration

• Conducted detailed needs analyses for landlords seeking property management services and referred them to suitable agents

• Developed and implemented policies and procedures for the Property Management department

• Introduced innovative programs and technologies to optimise operational efficiency

• Recruited and trained property manager and offshore assistant to support the principal

• Managed compliance within the business and Property Management department

• Managed a diverse portfolio of residential properties with a focus on tenant and landlord relationships

• Co-ordinated maintenance and repairs, managed rent reviews & lease renewals, preparation of case files for NCAT attendance and processed insurance claims

• Direct report and mentor for a team of four property managers and two leasing agents

• Managed and resolved low level customer complaints and escalation

• Assisted with policy and procedure development

• Initiated the establishment of the property management department, including building the portfolio from the ground up and implementing comprehensive policies and procedures

• Strategised growth opportunities through marketing and relationship building to organically grow the rent roll

• End-to-end portfolio management of residential properties, nurturing tenant and landlord relationships

• Handled full leasing process, including conducting open homes, processing applications and preparing lease agreements

• Co-ordinated maintenance and repairs, managed rent reviews, lease renewals and arrears control

• Conducted ingoing reports, outgoing reports and routine inspections

• Preparation of case files for NCAT attendance and processed insurance claims

• Trust account management

• End-to-end portfolio management of residential properties, nurturing tenant and landlord relationships

• Handled full leasing process, including conducting open homes, processing applications and preparing lease agreements

• Co-ordinated maintenance and repairs, managed rent reviews, lease renewals and arrears control

• Conducted ingoing reports, outgoing reports and routine inspections

• Preparation of case files for NCAT attendance and processed insurance claims

• Worked in conjunction with lead agent, ensuring efficient workflow and smooth operation of sales processes

• Assisted with property listings, preparing property details, and ensuring they are accurately represented across platforms

• Coordinate property showings and open houses, managing schedules, client communications and negotiations

• Maintain up-to-date records on client interactions, enquiries, and sales progress

• Assist with preparing and organising sales contracts, documents, and necessary paperwork

• Support lead generation efforts by managing client databases and responding to enquiries

• Trust account management for sales and property management department

• Effectively managed day to day business operations across seven stores

• Provide leadership and mentorship to store managers to ensure stores operate smoothly and efficiently

• Monitor store performance, ensuring sales targets, budgets, and KPIs were met

• Develop and implement strategies to improve store performance, sales, and profitability

• Lead recruitment, training, and development of store management teams to drive high performance

• Prepare regular reports for senior management, highlighting store performance, challenges, and progress toward goals

• Managed daily store operations, ensuring smooth and efficient functioning

• Delivered outstanding customer service and consistently achieved sales targets

• Led staff management, including recruitment, training, and development

• Directed all aspects of store merchandising to maintain a visually appealing store

• Managed stock control and inventory to ensure optimal availability and accuracy

• Recognised with company awards for Best Merchandised Store and Best Performing Store

• Managed daily store operations, ensuring smooth and efficient functioning

• Delivered outstanding customer service and consistently achieved sales targets

• Led staff management, including recruitment, training, and development

• Directed all aspects of store merchandising to maintain a visually appealing store

• Managed stock control and inventory to ensure optimal availability and accuracy