Jen Otto

Experience

• 

  Ponderosa Steakhouse

  Sept 2008 - Aug 2012

  Waitress
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  Ball State University

  May 2013 - May 2015

  Monitored the needs of 60 first-year residents on my floor and provided social and educational programs to bring the community togetherServed on a duty rotation by conducting security walks to check for crises and concerns related to noise, alcohol, fights, mental health, and other various resident and safety concernsCreated marketing including flyers, social media posts, and videos to advertise for hall programs Created brochures, postcards, and print advertisements for the Housing and Residence Life DepartmentAssisted with online registration for students for their housing contracts during freshman orientationUsed Microsoft Sharepoint program to update various pages on the Housing and Residence Life website

  • Resident Assistant

    Aug 2012 - May 2015

  • Marketing and Communications Intern

    May 2013 - Jul 2013
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  Mid American Conference

  Jul 2013 - Jul 2013

  MAC Media Day Social Media Correspondent

  Chosen to represent Ball State University at the annual Mid-American Conference Media DayConducted a video interview with Ball State football players to be displayed on the MAC websiteCommunicated on social media to report the press conferences and other happenings from Ford Field

• 

  Belmont University

  May 2014 - Jul 2014

  Residence Life ACUHO-I Intern

  Assisted in the planning of Resident Assistant Behind Closed Doors training sessionsCreated content and design for two summer newsletters mailed to Belmont Residence Life staffPlanned one community event for summer residents with the collaboration of other interns

• 

  Cedar Fair Entertainment Company

  May 2015 - Jul 2015

  Resident Assistant

  Worked the Associate Services Desk to distribute mail and rent recreational items to residentsConducted several nightly security walks with Cedar Point Security to address safety issuesProvided job shadowing training to newly hired Resident Assistants

• 

  Webster University

  May 2016 - Jul 2016

  ACUHO-I Camps and Conferences Intern

  Scheduled and coordinated check-ins and check-outs for 15 camps and conferences staying in the residence halls, including making key packets and distributing linensDirectly supervised 10 Student Conference Assistants and led weekly staff meetingsCollaborated with maintenance and cleaning staff to get residence halls prepared for move-in

• 

  University Housing and Dining Services at Western Illinois University

  Aug 2016 - Jun 2017

  Co-managed the operations of a two tower residence hall complex housing 800 studentsHired, trained, supervised, and evaluated 22 Resident Assistants and 18 Desk AssistantsServed as a primary responder for an on-call rotation for emergency situationsManaged the online maintenance work order system and tracked completion of all workServed on a committee to plan training sessions, meals, and social activities for a week-long Resident Assistant training for over 110 students and 25 professional staffCreated new protocol for the residence halls for fire evacuation and tornado emergencies, and designed staff and emergency responder training for these new protocolsPlanned and led campus wide philanthropic events including a 100+ participant mud volleyball tournament and a $12,000 fundraiser for the St. Baldrick’s Foundation Show less Met weekly with 10 student-athletes to discuss academic performance, study skills, organizational skills, and academic motivationAssisted in creating class schedules which adhered to NCAA D1 academic eligibility requirementsCommunicated with supervisor and coaches when there were major academic concernsConducted original research and created a presentation called “Strengthening the Student-Athlete Experience in Campus Housing and Dining Services” which was later presented at the 2018 Kentucky Association of Housing Officers annual conference Show less

  • Assistant Complex Director

    Jul 2015 - Jun 2017

  • Athletic Academic Services Practicum Advisor

    Aug 2016 - May 2017
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  Bellarmine University

  Jun 2017 - Apr 2018

  Oversaw all administrative processes, payroll, weekly staff meetings, and events for a residence hall of approximately 200 first-year studentsHired, trained, supervised, and evaluated 14 student-staff members including Resident Assistants, Academic Peer Advocates, Peer Ministers, and a Federal Work Study student assistantServed on-call as a primary responder to emergencies for all students living on campusUtilized counseling skills to support students during crisisManaged a $2,500 staff budget by distributing funds, making purchases, and tracking receiptsServed as the staff advisor for the Residence Hall Association; this included meeting weekly with executive board members to offer guidance on organization management, planning events, overseeing a $20,000 budget, and traveling with students to local and regional conferences Show less Instructed a fall semester class to 15 first-year students to extend orientation and enhance their transition into the universityCreated lesson plans and taught classes on topics including: critical reading, note taking, study skills, organizational skills, registering for classes, alcohol safety, sexual assault and bystander intervention, and identity and inclusionServed as the academic advisor for my class by meeting one-on-one with the students and ensured they registered for the proper classes Show less

  • Residence Life Coordinator

    Jun 2017 - Apr 2018

  • Freshman Focus Instructor

    Jun 2017 - Apr 2018
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  HILLS Properties

  May 2018 - Feb 2020

  Oversaw daily operations, organization, and efficiency in the leasing officeProcessed payments, contacted delinquent residents, sent late notices, and filed evictionsCoded invoices and submitted for payment using AvidXchange softwarePosted charges to final account statements for residents who have moved outWalked vacant apartments to assure move-in ready statusInterviewed, hired, trained, and supervised summer pool attendantsScheduled appointments with various vendors and created monthly staff schedule Show less

  • Business Manager

    Apr 2019 - Feb 2020

  • Leasing Consultant

    May 2018 - Apr 2019
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  Continental Properties

  Feb 2020 - now

  Served as the Community Manager during a property acquisition. In one year, rents grew 9.2%, achieved 57% renewal rate, and led numerous capital projects including a Clubhouse renovation and common hallway upgradesInterview, hire, train, manage, and develop leasing and maintenance personnelWrite and adhere to a multi-million dollar annual operating budget, complete monthly financial forecasting within 2% variance, and grow rents to achieve budget goalsLead and direct all business functions, sales, marketing, and customer service for the communityAssess needs for facility upgrades, collect bids, and contract vendors to complete service workComplete detailed weekly and monthly reports on leasing, financial, and marketing performanceOrder supplies and code invoices for payment using Ops TechnologyUse technology for efficient operations: RealPage Unified Platform, Funnel CRM software, Microsoft Outlook and Sharepoint, DocuSign, Medallia, UKG, and SmartRent Show less Processed payments and managed delinquency for all current and former residents during COVID-19 pandemicConducted move out inspections and assess for damages; post all damage charges, close accounts, and send final account statementsGenerated and tracked renewal offers; achieved 58% renewal conversion in 2020Toured and leased apartments; achieved 44.6% closing conversion in 2020Created resident retention and marketing strategies such as move-in specials, resident events, outreach marketing, social media, and community improvementsProvided superior customer service by greeting all who enter the community and responding to all phone calls, emails, and textsElected for participation in the ACM Development Program and received specialized training for community managers and human resourcesTrained and coached Leasing Associate which led to their promotion to Assistant Community Manager upon my departure Show less

  • Community Manager

    May 2021 - now

  • Assistant Community Manager

    Feb 2020 - May 2021