United States
I didn’t start in training. I started onsite, working directly with prospects, residents, and the day-to-day reality of property operations. That foundation shaped how I approach everything I do today. Over the years, I moved into training, but quickly realized most organizations rely too heavily on reactive, in-person training instead of building systems that actually scale. That’s where I’ve focused my work. Today, I lead training and development across multiple properties, building LMS platforms, onboarding programs, and performance coaching strategies that create consistency and improve results across leasing, maintenance, and leadership teams. I also support recruiting and talent development, helping identify the right people, build career paths, and develop individuals into top performers. Some of the people I’ve trained started with no experience and grew into top performers in the company, maintaining that level year over year. What drives me is building structure where it doesn’t exist, creating systems that reduce dependency on one person, and helping teams perform at a higher level without constant oversight. I’m now looking to continue growing into roles where I can lead training at scale, develop other trainers, and expand into broader operational or people-focused leadership.
Elevate Mystery Shopping was founded to help multifamily operators turn mystery shopping results into measurable performance improvement. After more than 20 years in multifamily operations, training, systems implementation, and leasing performance, I saw the same challenge repeatedly: communities received mystery shop reports, but rarely received a clear roadmap for improvement. Elevate bridges that gap. We provide customized phone, onsite, and follow-up evaluations designed to identify where prospects are lost in the leasing journey and what actions will increase conversion performance. Services include: • Phone Shops • Onsite Shops • Follow-Up Evaluations • English & Spanish Evaluations • Executive Leadership Summaries • Revenue Impact Analysis • Coaching & Development Plans • 30-Day Performance Improvement Blueprints™ • Customized Client Success Measures™ • Follow-Up Re-Shops to Measure Improvement Unlike traditional mystery shopping providers, our focus is not simply measurement. Our focus is coaching, accountability, and performance improvement. Measure. Coach. Elevate.
Lead training strategy across a multi-property portfolio, aligning onboarding, performance, and operational standards across teams Built LMS platforms and scalable onboarding programs that reduced reliance on in-person training Train and develop 60+ property professionals annually while overseeing onboarding groups of up to 15 at a time Conduct 15+ new hire classes each year focused on performance, leasing, and operational consistency Developed top-performing leasing professionals, with multiple new hires reaching top 10 company rankings Conduct QA audits and performance coaching to improve conversion and customer experience Support recruiting through job postings, pre-interviews, and talent assessment Built career path frameworks to support internal growth and retention
Designed and owned the company's full 90-day onboarding program, including role-based pathways, mentor program structure, and continued education tracks. Implemented and managed the company's LMS ecosystem (Edge2Learn, GraceHill, and custom content), including configuration, content creation, and ongoing optimization. Created training videos, micro-learning modules, SOPs, workflow guides, and scalable digital learning tools aligned with modern workforce learning styles. Facilitated hundreds of instructor-led trainings, webinars, onboarding classes, and operational workshops across multiple markets. Trained and coached hundreds of multifamily professionals across leasing, assistant manager, maintenance, and leadership roles. Served as a key resource for Entrata training, troubleshooting, onboarding, and systems alignment across the portfolio. Partnered with Apartment Ratings and SatisFacts to monitor resident sentiment, survey trends, reputation scores, and operational feedback. Led review auditing and reputation management, including direct oversight and response support during staffing shortages. Developed employee engagement and recognition programs tied to onboarding milestones, resident feedback, and performance metrics. Coordinated communication with collections, marketing, reputation management, and systems vendors to improve process consistency and adoption. Supported recruiting through candidate evaluations, interview support, onboarding coordination, and career development coaching. Managed W3's LinkedIn, Facebook, and Instagram business accounts for training, culture, and employee engagement initiatives.
Improving and increasing professional competence, to enhance career progression, keeping abreast of new technology and practices, and to comply with professional regulatory requirements of staff through access to education and training opportunities in the workplace.
Created and launched the company's Entrata onboarding and mentor program, including workflows, SOPs, and role-based training paths. Led Entrata implementation training across 35+ properties, supporting leasing, operations, accounting, and leadership teams. Delivered instructor-led training for Fair Housing, leasing, operations, systems workflows, and customer experience. Built QA programs, operational training materials, onboarding documentation, and process improvement resources.
Delivered enterprise software training for national clients including Greystar, Berkshire Residential, and Lincoln Property Company. Created customized training programs aligned to each client's workflows and business objectives. Facilitated onsite and virtual training on platform utilization, workflows, best practices, and systems adoption. Supported the full training lifecycle including implementation, troubleshooting, onboarding, and post-training support.