Kyrstie Nickles

Manager of Hoa Relations @Home Partners Of America

Chicago, IL, US

Hired to assist with developing an HOA Relations Team, tasked with maintaining the HOA & municipality compliance of our 30K properties throughout the U.S.• Expanded our resilient, high-performing team from 6 virtual assistants to a team of 28.• Developed and documented all SOPs, reviewed financial statements and activity reports to measure productivity and goal achievement, and built reporting for compliance and budget tracking.• Established SLAs for each task and monitored CSAT scores, tickets, and calls to ensure high-quality service was delivered consistently.• Developed KPIs aligned with our company goals to track direction and progress. Instated Level 10 meetings within our department to promote teamwork and strengthen our dedication to our goals and KPIs.• Initiated a fine dispute campaign to decrease fines from resident responsibility violations by 25% YOY from 2023. Succeeded by saving over $600K in fines for 2024, which surpassed our goal by getting us to 44%.• Prioritized employee development by conducting monthly 1:1s and periodic performance reviews.• Oversaw the tech needs of the department and partnered with the tech department on enhancements to our violation module.• Facilitated communication between departments to promote a cohesive work environment. Led cross-functional teams on various projects and initiatives.• Partnered with company legal team and outside counsel to dispute egregious fines and stay compliant with the landlord/tenant laws of each state while holding residents accountable for their lease terms.• Participated in an annual company-wide mentorship program to help employees get to that next level professionally.• Assisted with $6-billion company-wide asset transfer: responsible for transfer of all departmental data. Worked closely over nine months with my counterparts at receiving company to maintain daily business operations, relocate data, and ultimately a wind-down of our company.

Lincoln County High School

High School Diploma, College/University Preparatory and Advanced High School/Secondary Diploma Program

Augusta University

Bachelor of Arts - BA, Psychology and Criminal Justice

The University of Texas at San Antonio

Certificate, Legal Assistant/Paralegal

Project Management Institute

Certificate, Project Management

Harvard Business School Online

Certificates