Summary
Overview
Work History
Education
Skills
Additional Information
Professional Highlights
Licenses
References
Hobbies and Interests
Timeline
Generic

WENDY HIGGS

Higgins,ACT

Summary

A successful small business owner, real estate agent and team member with diverse experience in a range of industries. A proven track record in both strategic and operational functions, with particular emphasis on planning, implementation, team building & problem solving. Skilled at interpreting and acting within legislative and policy requirements. Known to be an approachable and friendly leader, with a keen sense of humor.

Overview

17
17
years of professional experience

Work History

Commercial Property Manager

CBRE
Canberra City, ACT
07.2023 - Current
  • Resolved tenant complaints in a timely manner by coordinating with maintenance staff and other relevant personnel.
  • Oversaw daily operations, maintenance and administration of various properties.
  • Directed collection of insurance premiums, taxes and incurred operating expenses.
  • Negotiated lease agreements with tenants, ensuring compliance with local laws and regulations.
  • Managed day-to-day operations of commercial properties including scheduling repairs and responding to emergencies.
  • Performed regular inspections of buildings and grounds to ensure all safety standards were met.
  • Managed day-to-day activities involving tenants, subcontractors and property management.
  • Developed budgets, monitored expenses, and prepared financial reports for each property under management.
  • Monitored cash flow of multiple properties while staying within budget constraints.
  • Prepared monthly invoices for tenants based on their rental agreements.

Senior Property Manager

Blackshaw Manuka
Manuka, ACT
02.2021 - 06.2023
  • I started immediately on a substantial portfolio size of 250 plus properties from a bought rent roll that had been mismanaged
  • In my first 4 months I have halved the arrears, reduced the vacancies, completed the overdue rent reviews and lease renewals as well as overdue routine inspections
  • I managed my time and that of the Junior Property Manager I have under me whom I am responsible for training
  • I have maintained my registration with the ACT Government
  • My duties at Blackshaw Manuka include but were not limited to: Working in a diverse and tight team as well as on my own
  • Correspondence with property owners, tenants and strata
  • Ingoing reports, Initial and Routine inspections, and Final Inspections of properties
  • Arranging maintenance and repairs of properties
  • Preparing and signing leases
  • Preparing and issuing notices in line with legislation
  • Attending ACAT on behalf of my clients
  • Use of Property Me, Inspection Express, and Agent Box
  • Providing timely and accurate reports to the principle and stakeholders
  • Interpret and act within the ACT Residential Tenancy Act and Agents Act.

Business Manager and HR

Knight Frank Town Planning and Knight Frank Valuation & Advisory
Canberra
03.2019 - 01.2021
  • Knight Frank Valuation & Advisory and Knight Frank Town Planning are both franchises under the international Knight Frank umbrella
  • I started in 2019 as their Business and HR manager and was responsible for the businesses obtaining ISO 9001:2015 Certification, Prequalification as a service provider to the ACT government, and winning several large tenders including the redevelopment of the Australian War Memorial
  • During my time at Knight Frank I also began the process of them obtaining ISO 27001 certification
  • I maintained their HR practices including implementing a twice annually performance review structure that allowed staff to give better and more productive feedback on their own performances
  • I was responsible for the hiring of several full-time employees and the termination of unsatisfactory relationships with some staff
  • My work also included event management including the annual client appreciation function for both our business lines and the adjoining Knight Frank Australia Canberra corporate office
  • I manage the admin team including the finance officer
  • My duties at Knight Frank included but were not limited to: Scheduling, preparing, and presenting monthly finance reports, as well as minutes and agendas for board meetings, weekly staff meetings, and QMS meetings
  • Preparing and reporting upon costing and profitability analysis for the different business lines or activities as and when required
  • Prepare and present an annual summary of the performance of fee earners for remuneration review purposes and bonus payments
  • Provide similar analysis upon request throughout the year
  • Prepare an annual budget, including cashflow forecast for adoption in consultation with the finance officer
  • Manage HR compliance of the business including hiring, termination and negotiations with staff
  • Manage all HR issues including preparing contracts for new staff and variations for existing staff
  • Provide induction to all new employees and arrange appropriate training
  • Advising the directors of any financial or administration improvements which would improve the efficiency/functionality of the team
  • Ensure technology is adopted at a rate that facilitates efficient operations without overburdening employees
  • Manage the Quality Management System and maintain ISO 9001:2015 certification including auditing and preparation for surveillance audits
  • Develop policies and procedures in respect of HR legislation and in line with the QMS
  • Assist with developing and actioning Strategic Initiatives of the business
  • Assist with tender submissions and monitor outcomes
  • Provide direct support in all operational, strategic, management and business matters to the Directors and team
  • Work closely with the Directors for the best outcomes of the businesses.

Senior Property Manager

LJ Hooker Dickson
02.2015 - 03.2019
  • LJ Hooker Dickson is part of a larger LJ Hooker group across Canberra encompassing nine offices
  • I started at LJ Hooker in February 2015
  • I started immediately on a substantial portfolio size and grew my portfolio to over 140 properties
  • I have completed by Certificate Four of Real Estate and maintained my registration with the ACT Government
  • During my time at LJ Hooker I have been nominated for the Best Newcomer award, as well as being admitted into Captains Club for the top 15% of all LJ Hooker Agents Australia wide
  • I maintained zero arrears and zero vacancies, I attend and was successful at number of ACAT disputes
  • I was the treasurer of the ACT Property Investment Manager cell and was 2IC to my immediate manager
  • My duties at LJ Hooker Dickson included but were not limited to: Working in a diverse and tight team as well as on my own
  • Correspondence with property owners, tenants and strata
  • Ingoing reports, Initial and Routine inspections, and Final Inspections of properties
  • Arranging maintenance and repairs of properties
  • Open Houses for available properties
  • Vetting tenants and checking references, preparing and signing leases
  • Preparing and issuing notices in line with legislation
  • Attending ACAT on behalf of my clients
  • Use of the REST Real-estate management program, Property Tree, Maintenance Manager, Inspection Manager and Inspection Express as well as REX
  • Use of the agent's side of AllHomes
  • Providing timely and accurate reports to the principle and stakeholders
  • Interpret and act within the ACT Residential Tenancy Act and Agents Act
  • Assistance to the sales team.

Owner and Operations Manager

Pizza Capers
05.2010 - 12.2018
  • In May of 2010 my family and I opened the first franchised Pizza Capers store in the ACT located in Holt and later opened a second store in 2012 located at the Jamison Centre in Macquarie
  • Pizza Capers is an Australian owned company that was founded in Kenmore, Brisbane QLD in 1997
  • As both the owner and the operations manager I was responsible for the day to day running of up to three shops
  • I ran Pizza Capers Erindale on behalf of head office as their corporate store
  • This included but was not limited to: Rosters, Staff management, interviewing, hiring and termination of staff
  • Ordering, stock management and rotation of stock from several suppliers
  • Budget management and balance
  • Working hands on in the store, high level customer service and responding to any customer complaints and concerns
  • Organising catering orders, high numbers of regular orders, managing delivery orders and time management of both myself and staff
  • Negotiating and implementing local area marketing and managing our Use quota of national marketing
  • Communications to and from our Gold Coast based head office to staff and customers
  • Education of the IPOS point of sale system, use of the RIOT back of house system, use of The FUSE marketing materials system
  • Dropbox, and Microsoft Word, excel and Outlook to all staff
  • Social media management.

Student Accommodation Services

Bruce Hall, ANU
04.2007 - 05.2010
  • All three roles listed above had similar duties and added to my experience in the very niche industry of Student Accommodation Services
  • In all three roles I was required to work closely with the University or school Services to achieve the best outcomes for all stakeholders
  • I was also responsible for processing the fortnightly accommodation charges, debt recovery, and resident liaisons as well as other administrative processes
  • I was required to maintain both paper and computer-based records of the residents to a very high standard and high security level
  • Appreciation of privacy for the residents, and in some cases owners of the accommodation was paramount
  • My position required a high level of professional customer service to students, their parents and the Educational institutions
  • Residents are often from non-English speaking backgrounds and have different cultural requirements requiring highly developed skills in dealing sensitively with individuals from a wide variety of backgrounds
  • Working in a modern office environment I am also skilled in the use of Microsoft Word, Excel and Outlook as well as the reservation management database systems.

Education

ISO 9001:2015 Quality Management Systems Foundation Course -

SAI Global
01.2019

Certificate 4 Real Estate Services -

Real Mastery
01.2014

Diploma of Liberal Arts -

University of New England
01.2002

Skills

  • Writes clearly and concisely
  • Speaks effectively
  • Listens attentively
  • Openly expresses ideas
  • Negotiates/resolves differences
  • Leads group discussions
  • Provides feedback
  • Persuades others
  • Provides well-thought out solutions
  • Gathers appropriate information
  • Confidently speaks in public
  • Works well with others
  • Sensitive
  • Supportive
  • Motivates others
  • Shares credit
  • Counsels
  • Cooperates
  • Delegates effectively
  • Represents others
  • Understands feelings
  • Self-confident
  • Accepts responsibility
  • Leads groups
  • Teaches/trains/instructs
  • Counsels/coaches
  • Manages conflict
  • Delegates responsibility
  • Makes decisions
  • Directs others
  • Implements decisions
  • Enforces policies and procedures
  • Takes charge
  • Fosters a positive working environment

Additional Information

Further details and written references are available upon request.

Professional Highlights

  • Two stores in the top 10 nationally for Pizza Capers. Multiple times.
  • Developed the Complaints Management process adopted Nationally for Pizza Capers.
  • Developed the Store Cooked Chicken Process, procedures and safe food handling practices adopted nationally for Pizza Capers.
  • Nominated for the Best Newcomer award for LJ Hooker ACT network 2015.
  • My LJ Hooker Property Management team won Top Property Management Office 2017.
  • Acted as treasurer of the ACT Property Investment Manager cell.
  • Admitted to Captains Club top 15% of all LJ Hooker Agents Australia wide 2018.
  • Obtaining ISO 9001:2015 Certification for Knight Frank Town Planning and Knight Frank Valuation & Advisory 2019
  • Recertification for ISO 9001:2015 for Knight Frank Town Planning and Knight Frank Valuation & Advisory 2019 with no majors or minors and a commendation from the SAI Global surveillance auditor.

Licenses

  • Current ACT Driver's License
  • Current ACT Real Estate License

References

  • Greg Cummins, Director, Knight Frank Town Planning and Knight Frank Valuations & Advisory, ACT, 02 6230 7855
  • Therese McCann, Executive Property Manager, LJ Hooker, Dickson, 0488 437 373
  • Brigid Costello, Local Medieval Interests Group President (Personal Reference), 0435 152 260

Hobbies and Interests

Passionate about medieval history, fashion, pop culture and what makes things and people tick! I love board games, cooking and gourmet food adventures.

Timeline

Commercial Property Manager

CBRE
07.2023 - Current

Senior Property Manager

Blackshaw Manuka
02.2021 - 06.2023

Business Manager and HR

Knight Frank Town Planning and Knight Frank Valuation & Advisory
03.2019 - 01.2021

Senior Property Manager

LJ Hooker Dickson
02.2015 - 03.2019

Owner and Operations Manager

Pizza Capers
05.2010 - 12.2018

Student Accommodation Services

Bruce Hall, ANU
04.2007 - 05.2010

ISO 9001:2015 Quality Management Systems Foundation Course -

SAI Global

Certificate 4 Real Estate Services -

Real Mastery

Diploma of Liberal Arts -

University of New England

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