Eniola Johnson
Charlotte,N
Summary
Results-oriented multifamily housing professional with 8 years of experience in leasing, resident relations, financial operations, and community management. Achieved delinquency rates below 1% and maintained occupancy above 93%. Expertise in account reconciliation, lease administration, conflict resolution, and team development. Experienced with Yardi, RealPage, CRM platforms, and Microsoft Office, focusing on operational effectiveness and enhancing resident experiences.
Overview
10
10
years of professional experience
Work History
Community Director (Customer Operations Lead)
Century Dunes, Asset Living
DeLand, FL
10.2023 - 06.2025
- Directed daily community operations while supporting financial performance, resident satisfaction, occupancy, and team accountability.
- Managed resident ledgers, rent collections, delinquency, payment arrangements, account disputes, and balance resolution.
- Prepared and reviewed monthly operational and financial reports, providing insight into collections, occupancy, leasing performance, expenses, and community needs.
- Completed quarterly audits and compliance reporting, ensuring files, financial records, and operational documentation remained accurate and audit-ready.
- Assisted with annual budget planning, expense monitoring, forecasting, and identifying opportunities to improve operational performance.
- Conducted regular inspections of apartment homes, amenities, common areas, grounds, and make-ready units to maintain community standards.
- Led resident relations and retention efforts by resolving escalated concerns involving billing, lease terms, maintenance, and community policies.
- Supervised and trained onsite team members while coordinating with maintenance teams and vendors to support service delivery and property operations.
Assistant Community Manager (Customer Support Specialist)
First Communities Management
Destin, FL
09.2019 - 10.2023
- Supported multifamily operations across the Charlotte, North Carolina; Landover, Maryland; and Destin, Florida markets, successfully adapting to different communities, resident demographics, and operational needs.
- Managed communities ranging from 233 to 478 apartment homes, overseeing resident accounts, rent collections, delinquency, payment arrangements, disputes, and move-out charges.
- Maintained accurate records of customer interactions delinquency below 1% at a 233-unit community through proactive communication, consistent follow-up, and effective collection practices.
- Achieved an 85%+ collection rate during the COVID-19 pandemic while assisting residents with payment challenges and available resources.
- Resolved resident concerns and escalations involving billing, lease terms, maintenance requests, and community policies.
- Supported leasing, renewals, resident retention, move-ins, move-outs, monthly reporting, and overall community performance.
- Assisted with onboarding and training team members on customer-service standards, operational procedures, and property-management systems.
- Helped transition community operations to digital platforms, improving resident accessibility, communication, and response times.
Leasing Consultant (Frontline Customer Service)
First Communities Management
Charlotte, NC
01.2017 - 01.2019
- Achieved a 55% closing ratio and contributed to maintaining an average occupancy above 93% through relationship-based leasing and consistent prospect follow-up.
- Guided prospective residents through the complete leasing process, including tours, applications, screenings, approvals, lease execution, and move-in coordination.
- Responded to high-volume phone, email, online, and in-person inquiries while maintaining timely and professional follow-up.
- Identified prospective residents’ needs, recommended suitable apartment homes, and clearly communicated pricing, fees, lease terms, and community policies.
- Maintained accurate prospect and resident records within property-management and customer relationship management systems.
- Supported resident retention, renewals, outreach marketing, move-in preparation, and daily community operations.
Event Services Coordinator (Customer Experience Support)
Johnson C. Smith University
Charlotte, NC
01.2015 - 01.2017
- Coordinated reservations, events, and guest services for a 200+ unit campus lodging facility, ensuring a professional and welcoming experience.
- Served as a primary point of contact for guests, university departments, vendors, and event organizers from initial inquiry through event completion.
- Managed event logistics, including scheduling, space assignments, room setup, service requests, and day-of coordination.
- Responded to guest concerns and service issues promptly, collaborating with appropriate departments to ensure timely resolution.
- Prepared agreements, maintained reservation records, processed payments, and supported billing and administrative reporting.
- Conducted facility walkthroughs before and after events to verify setup standards, document concerns, and coordinate necessary follow-up.
- Balanced multiple events, reservations, and guest requests while maintaining accuracy in a fast-paced environment.
- Maintained organized records using reservation, scheduling, and office software systems.
Education
Bachelor of Arts Degree - Communications
Johnson C. Smith University
Charlotte, North CarolinaSkills
- Multifamily Property Operations
- Leasing, Renewals, Move-Ins, and Move-Outs
- Rent Collection and Delinquency Management
- Financial Reporting, Fair Housing Compliance, and Lease Administration
- Budget Management
- Resident Relations, Retention, and Conflict Resolution
- Lease compliance
- Yardi, RealPage, CRM and Payment Platforms, and Microsoft Office Suite
- Team Leadership, Training, and Customer Service
Core Competencies
- High-Volume Customer Support
- Phone-Based Customer Service
- Conflict Resolution & De-escalation
- Billing & Account Management
- CRM & Multi-System Navigation
- Customer Satisfaction (CSAT Focus)
- Data Entry & Accuracy
- Problem Solving & Escalation Handling
- Time Management in Fast-Paced Environments
Timeline
Community Director (Customer Operations Lead)
Century Dunes, Asset Living
10.2023 - 06.2025
Assistant Community Manager (Customer Support Specialist)
First Communities Management
09.2019 - 10.2023
Leasing Consultant (Frontline Customer Service)
First Communities Management
01.2017 - 01.2019
Event Services Coordinator (Customer Experience Support)
Johnson C. Smith University
01.2015 - 01.2017
Bachelor of Arts Degree - Communications
Johnson C. Smith University