•Oversee and provide direction for due diligence and transaction management, including underwriting, budgeting, and recapitalization; Identify all opportunities for business growth.•Serve as a key advisor to executive leadership, facilitating strategic planning sessions and ensuring alignment on organizational goals and priorities.•Create and lead continuous training programs for customer service agents and team members, focusing on industry best practices, customer interaction strategies, and product knowledge. Led the team to achieve a 10% increase in customer satisfaction scores and improved retention rates by implementing effective support strategies and fostering a collaborative team environment.•Establish performance metrics and drive the evaluation of investments through market research, analysis, and industry trends.•Direct cross-functional teams in planning, coordinating and executing complex projects with detailed timelines and schedules.•Develop and manage departmental budgets, track variances, and identify and apply corrective measures as needed.•Oversee annual asset performance reviews, benchmarking against market conditions to assess opportunities for improvement.•Create and lead continuous training programs for customer service agents and team members, focusing on industry best practices, customer interaction strategies, and product knowledge. •Create property management policies and regulatory directives to maintain operational efficiency; oversee implementation of these policies and directives.•Create comprehensive Standard Operating Procedures to ensure consistency and compliance across operations.•Led initiatives that boosted company revenue by 15% year over year through strategic planning•Led the company through the COVID-19 crisis by implementing a comprehensive action plan with strategic adaptations and cost-saving measures to minimize business disruption, resulting in a 10% increase in company profits