Jennifer M

Property Management Bookkeeping & Consulting

May 2026 - Present • 0 mos

Trusted advisor across 350 units and 2 additional business lines for an Houston-based property management firm. - Trusted Advisor: Primary point of contact for ownership — weekly check-ins, proactive outcome-driving, and high customer satisfaction across property management, business coaching, and non-profit operations. - Portfolio Management: Manage 75+ client relationships across 82 active workflows. Forecast portfolio risk, maintain customer satisfaction, and ensure 100% same-day communication on 50+ daily issues. - Success Planning: Built 50+ SOPs and operational success plans from scratch — reducing process errors and saving 10+ hours per week in manual decision-making across all business lines. - AppFolio Platform Expert: Lead all AppFolio operations including trust accounting, lease admin, owner statements, maintenance workflows, and reporting.

AppFolio Workflow Optimization Consultant

Jul 2020 - Mar 2021 • 8 mos

Optimized AppFolio workflows across a 320-450 unit residential portfolio after a merger of two property management companies. - Executive Business Reviews: Facilitated EOS-based business reviews with four owners — presented performance data, goals, and strategic recommendations that improved response times by 20-40% across teams. - Account Strategy: Analyzed operational inefficiencies across all departments. Redesigned 5-10 core AppFolio workflows, reducing process inconsistencies by 25-50% and improving SLA performance by 20-30%. - Client Retention: Trusted operational advisor post-acquisition. Identified at-risk workflows and stabilized the client relationship for long-term partnership continuity. - Success Plan Development: Defined measurable KPIs, tracked progress through EOS scorecards, and aligned all teams onto the same performance standard.

AppFolio Implementation & Operations Lead

Nov 2019 - Jul 2020 • 8 mos

Sole owner of a full AppFolio data migration importing 380-400 properties from Buildium across an 8-month timeline. - Enterprise Onboarding: Managed owner statements, property balances, and direct AppFolio support coordination throughout the migration. - Crisis & Retention Management: Led full response to a catastrophic platform error mid-migration — worked 12-hour days, coordinated directly with AppFolio support, and rebuilt the entire onboarding process from scratch to protect the client relationship. - Feature Adoption: Trained 5 staff including company leadership on AppFolio while simultaneously managing the migration, crisis response, and company restructure. - Growth Execution: Supported portfolio growth from 325 to 400 units — contributing to operational readiness that doubled management and listings growth by Q4 2020.