Shala Jones

Detail oriented and solutions focused professional experienced in managing high volume responsibilities and supporting operational efficiency in demanding environments. Known for sound judgment, strong communication, and the ability to remain composed under pressure. I bring reliability, thoughtful decision making, and a results driven mindset that strengthens teams and supports steady, consistent outcomes.

Assistant Property Manager at Carter Residential (2025-09 – June 2026)

Serve as primary contact for a 200+ unit community, supporting residents, prospects, vendors, and internal teams.

• Respond to high volume inquiries, resolving billing, maintenance, and policy questions.
• Conduct regular property inspections to maintain quality standards and identify improvement areas.
• Collaborate with accounting on ledgers, payments, adjustments, and discrepancies.
• Conduct property tours and present unit features and application requirements.
• Oversee move ins and move outs, inspections, and documentation.
• Partner with legal on compliance matters and required notices.
• Coordinate preventive maintenance, capital projects, and vendor contracts.
• Manage rent collection, payment plans, and delinquency processes.
• Serve as emergency contact and prepare performance reports for management.
• Post policies and rules in common areas for tenant's visibility
• Provided comprehensive orientation for new tenants, outlining community rules and available amenities.
• Monitored property condition on a weekly basis to anticipate maintenance needs and maintain aesthetic standards.

Property Manager at Tripalink (2022-11 – 2025-09)

• Managed 150+ unit portfolio of co-living and traditional properties.
• Handled resident inquiries regarding billing, maintenance, and account updates.
• Processed documentation such as invoices, W9s, etc in AppFolio ensuring compliance and accuracy.
• Partnered with facilities and vendors to maintain smooth and consistent operations.
• Resolved escalated concerns aligned with Fair Housing guidelines.
• Participated in weekly operations meetings to review performance metrics and tweak as needed
• Assessed property conditions weekly to ensure optimal curb appeal and anticipate maintenance needs.
• Established vendor relationships, negotiating contracts to optimize service delivery and cost efficiency.
• Completed final move out walk throughs with tenants to identify required repairs with transparency.

Customer Experience Specialist at Tripalink (2022-04 – 2022-10)

Managed inquiries and correspondence for property managers and residents, ensuring effective communication across multiple regions.

• Developed training materials to improve staff understanding of customer service protocols.
• Conducted in depth policy research and follow-up to effectively resolve complex cases.
• Organized and recorded case details to support thorough reporting and adherence to compliance requirements.
• Designed and implemented SOPs while providing assistance in onboarding and training new team members.
• Conducted audits and prepared reports to improve workflows and overall tenant satisfaction.

Front Desk Receptionist at Kelly Services @ USC (2020-02 – 2022-03)

• Managed high volume front desk operations and scheduling.
• Logged communications and ensured follow through on requests.
• Coordinated appointment scheduling and maintained calendar for multiple departments.
• Trained student staff on protocols, software systems, and customer service standards.
• Oversaw inventory of office supplies, placing orders as necessary to maintain stock levels.
• Served as main contact for departmental office supply needs.
• Coordinated arrangements for conference room to facilitate effective meetings and events.

Customer Service Representative at SwimRight Academy (2019-08 – 2020-02)

• Oversaw high volume call center operations, managing incoming calls and returning voicemails.
• Trained new staff on customer service protocols and SwimRight Academy's systems to ensure consistency.
• Investigated and resolved issues promptly while documenting escalated cases through ticketing system for efficient tracking.
• Managed payment transactions and upheld precise records within CRM system to support operational efficiency.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Managed customer scheduling and worked closely with instructors to balance workloads, ensuring delivery of high-quality results.

Bachelor of Arts in Behavioral Sciences – California State University, Monterey Bay (2019-05)