Eptura

Strategic, Customer Success Manager

Principal Customer Success Manager

Senior Customer Success Manager 

SmartMoving Software

SmartMoving is the only software tool your moving company needs. Whether you’re a one man operation or you have franchises across the country, maximize your sales, marketing, operations, and profits with the one software tool that makes every part of your company achieve its potential.

Customer Success Manager

ePesos

Co-founder & Manager, Customer Success

Co-founder & Manager, Business Development

QUANTUM CAPITAL

Manager, Central Mexico Operations

Strategic Planner

Customer Success addict | Customer obsessed | CS Ops | Data lover | Top 100 Strategist @ Eptura

I did not choose Customer Success. Customer Success chose me.

In 2020, I took a step back from my leadership role to go all in on Customer Success. I believe the best Customer Success leaders are those who have walked the path, understand the role inside and out, and know what it takes to drive results. This is the journey I’m on, building expertise and laying the foundation for impactful leadership in the future.

In just four years, I’ve grown from an entry-level CSM to a Strategic CSM. Along the way, I discovered a deep passion for empowering other CS professionals to thrive in their roles. Through my newsletter and the two guides I’ve written—Onboard Yourself and Raising the Bar—I share actionable insights and strategies to help others navigate the complexities of this role.

As a Strategic CSM, I’m focused on helping global enterprise organizations achieve their goals by leveraging data-driven strategies and tailored solutions for their specific needs. Whether it’s fostering collaborative cultures, driving change and adoption of innovative tools, or solving complex business challenges, I thrive on guiding customers toward measurable results.

I’m a process addict with an engineering background, driven by curiosity and data. Numbers tell stories, and I love unraveling them to identify opportunities for expansion and growth. I believe in the power of people and data—track the right metrics, and improvement will follow.

Customer Success is where I’ve found my true passion—helping customers achieve their desired outcomes and seeing their growth is incredibly rewarding. I believe CS is the catalyst for any company's growth, and when done right, it unlocks new revenue streams, enhances product adoption, and creates long-term partnerships.

Every conversation is an opportunity to learn, problem-solve, and deliver results that matter.

When I’m not creating Success Plans or building executive relationships, I’m traveling. I’ve visited over 20 countries and am always planning my next adventure. My favorite country so far? Japan, hands down.

Erika Villarreal

SentiLink

Industry Principal

TransUnion

I help property managers, owners, and operators make informed decisions to minimize risk.

I do this by providing a best-in-class tenant screening solution for the multifamily, single-family rental, affordable, student, and military housing providers around the country. 

With TransUnion’s unparalleled people data and analytics, our customers have access to the most cutting-edge information, resulting in more quality residents and the ability to make clear decisions with complete confidence.

Industry Executive | Resident Screening | Fraud Detection | Residential Portfolio Analysis

Major Account Executive | Resident Screening | Rental Fraud Detection | Portfolio Analysis

Condeco

Since 2018 I've learned that success in sales is not only about being a "closer" but more often a "quarterback" bringing teams together to accomplish a singular shared goal. This includes using my past experiences to quickly ramp up and be honored as "Rookie of the Year" (#1 revenue producing new rep). 

For businesses today, growth at scale depends on the total management of the workplace environment. Condeco provides the insight and technology you need to adapt quickly, and the products to transform workplaces and work-life capabilities, so you can engage effortlessly across global locations, and make the most of tomorrow. 

SPECIALTIES: Workspace Management, Utilization, & Optimization | Desk Hoteling | Utilization Optimization & Analytics | Right-Sized Real Estate | Desk Sensors | Integrated Meeting Rooms | Space Utilization Technologies | Agile Workplace | Meeting Room Booking | Desk Booking | Outlook Integration | AV Integrations | Workplace Occupancy Sensors | Conference Room Booking Software | Digital Signage | Meeting Room Management | Corporate Real Estate Initiatives

MARKETS SERVED: Southern California | Los Angeles, CA | San Diego, CA | Arizona | Phoenix, AZ | Tempe, AZ | Texas | Austin, TX | Dallas / Fort Worth, Texas |

Sr. Enterprise Sales Manager | SaaS | Real Estate Technology | PropTech

Sr. Sales Account Manager

MRI Software

MRI Software offers business management solutions to the global property management industry as well as to corporate real estate investment managers. As a unique provider, offering both Software-As-A-Service (SaaS) and Self-Hosted options, MRI Software has been a leader in the financial property management industry for over 40 years. MRI Software serves the multifamily, commercial, and investment adviser industries, helping them improve their bottom line and maximize the return on their diverse business portfolios. 

SELECTED ACHIEVEMENTS:
- 2017 Circle of Excellence (Presidents Club) (116% of annual goal)
- 2016 Top Performer Award
- 2016 Circle of Excellence (Presidents Club) (115% of annual goal)
- 2015 Circle of Excellence (Presidents Club) (107% of annual goal)
- Transformed a top 5 client (by $ spend) from a 3 year stint on M2M to a new long-term commitment valued at over $3 million in revenue.
- Closed the largest migration to our SaaS offering in over 2 years adding ~$224,000 in recurring revenue. 

MARKETS SERVED: Los Angeles, CA | Sacramento, CA | San Diego, CA | San Francisco, CA | Portland, OR | Seattle, WA | Denver, CO | Austin, TX | Dallas, TX | Houston, TX | San Antonio, TX

SaaS Sales Account Manager | Real Estate Investment & Property Management Software | MRI Software

Career Attraction

Career Attraction (www.careerattraction.com) provides job search and career advice from a select group of industry and subject matter experts through articles, videos and training programs.

We have been featured in the Wall Street Journal, Business Insider, Brazen Careerist, Monster, Career Builder, Military Times and more.

***Listed as a Forbes 2013 Best Career Website***

Selected Posts:

-What You Need to Know About the LinkedIn Influencer Platform
-Secure More Career Wins with a Professional Playbook
-How to Get Away with Failure (And Why You Want To)
-Litter, Limbs and Limited Goals: How to Find Motivation Anywhere
-How to Eliminate Distractions and Function in an Overcrowded Office
-How to Say No to a Recruiter (Without Burning a Career Bridge)
-Unemployed? Your Job Is Now to Find a Job
-This Two-Minute Trick Will Increase Your Confidence, No Matter What
-How to Create a Compelling Brand Story
-Don’t Waste Precious Job Search Time On Bad Interviews
-When It Comes to Salary, You’re Only Worth What You’re Willing to Accept (Featured on Business Insider!)
-Want to Nail That Interview? Do Your Research First
-How to Sell Your Brand to Potential Employers
-The Definitive Guide to Standing Out Before, During and After a Career Fair (Featured on Business Insider!)

Expert Author: Networking | Professional Branding | Interviewing | Career Development

Business Insider

Contributing Author: Networking | Professional Branding | Interviewing | Career Development

Poly Pak America

Hired as an Account Executive tasked with developing new business in addition to growing account base, revenue, and profits. Brought on to bring outside perspective on new and established sales practices as well as develop marketing strategies for product development, campaign direction, and sales focus. 

Digital Marketing Manager responsible for the implementation of all digital marketing initiatives including Social Media and E-Commerce copy, optimization, analysis, project management, and conversion tracking. Concurrently streamlined PolyPak America’s digital footprint by updating and organizing outdated information to create multiple avenues to engage potential customers and drive traffic to PolyPak America’s main website www.polypak.com. 

Initiated article marketing campaign through “The Poly Bag Pro” blog and EzineArticles.com. Created highly targeted content articles focusing on poly bags and the plastics industry to develop brand awareness and understanding of PolyPak America and its products by directing qualified traffic to www.polypak.com.

PolyPak America is the west coast’s foremost source for custom printed poly envelopes, mailers, security, and heavy duty poly bags. They have been extruding, printing and converting film for over 40 years.

Account Executive | Digital Marketing Manager | “The Poly Bag Pro” | B2B Sales

DocuSource, LLC

As an Account Representative and part of a new business sales team, I worked with Los Angeles area companies by introducing measurable cost reduction strategies within their organization’s document management operation. 

➧ 100% self-generated leads through cold calling, networking, referrals, foot prospecting, social media engagement, & personal branding. 

➧  Developed an active pipeline of ~400 accounts in the first 6 months on the team.  

SELECTED ACHIEVEMENTS:
✓ Cold called (~50/day) and foot prospected (~30/day) on small to medium sized businesses.

✓ Test piloted a new CRM system to be rolled out to the entire new business sales team. 

✓ Initiated, developed, and maintained a company social media presence via LinkedIn, Twitter, Facebook, & YouTube.

Account Representative | New Business Development | B2B Social Media Development | B2B Sales

Oakwood Worldwide

Oakwood Worldwide®, based in Los Angeles, Calif., is the leading provider of corporate housing and serviced apartment solutions through its two well-known brands, Oakwood® and ExecuStay®. Both brands provide move-in-ready furnished housing designed to meet the needs of business travelers on long- and short-term assignments. Oakwood has access to the largest selection of housing options and a presence in all 50 United States and more than 70 countries. ExecuStay is the preferred corporate housing partner of Marriott® International and is the only corporate housing brand where guests can earn Marriott Rewards® points for stays at any ExecuStay location in the U.S. 

➧ Cultivated and coordinated corporate and individual housing relocations on a local and national level. 

➧ Directly increased core account sales by more than 62% in 2007 and 97% in 2008; YOY. 

➧ Actively managed availability and inventory of 90+ apartments at 12 upscale properties in Los Angeles, valued at $250K monthly rent spend. 

➧ Averaged 100+ closes per month compared to a peer average of 69. 

➧ Built a reputation of prospecting for greater B2B opportunities while up selling existing customers. 

SELECTED ACHIEVEMENTS:	
✓ 2007 Killer Closer award
✓ 2008 Presidents Club 
✓ 2009 Customer Service Superstar award

Account Coordinator | Property Management & Real Estate Industry Expert | Strategic Partner Resource

Gavin Espinosa's Black Belt Academy

Head instructor and 2nd degree Black Belt in Tae Kwon Do. Directly responsible for managing programs to develop and enhance physical conditioning while focusing on improving mental attitude for children and adults ages 3 to 72. 

➧ Coordinated, performed in, and managed rank testings, tournaments, and demonstrations. 

➧ Recognized, recruited, and mentored promising color and black belt ranked students for leadership roles. 

SELECTED ACHIEVEMENTS:	
✓ 2002 State Champion
✓ 2002 World Championship Ranked

Head Instructor | 2nd Degree Black Belt

How much does the average eviction cost you? $3,500? $5,000? $10,000?

What about fraud? 

Fraud in the residential real estate space has grown substantially over the last few years. Digital-first interactions between landlords and tenants skyrocketed during the pandemic, and while there are advantages to this, it has opened the door to more fraudulent applications. 

Evictions are difficult and expensive as it is, imagine adding synthetic fraud into the mix and trying to evict someone that doesn’t even exist. 

I can help you catch more fraud earlier in your leasing process. 

Have questions? Reach out:

☎️ (310) 597-9770
✉️ Johnny.Bravo@SentiLink.com

Specialties: Synthetic Fraud | Fraud Detection | Fraud Prevention | ID Verification | Tenant Screening

Disclaimer: The opinions and views expressed here are solely my own and do not necessarily represent the views of my employer. Any information provided is intended for general informational purposes only and may not be suitable for your specific circumstances. The information presented may also be subject to change and may not be up-to-date. Therefore, you should not rely on this information as legal, financial, or professional advice. Please consult with your own legal or financial advisors and abide by all applicable laws, rules, and regulations related to your situation.

Johnny Bravo☁️🏘

Operators deserve screening tools that work in the real world. I’m excited to share that I’ve joined Rent Butter as Product Strategist for Background & Screening.

After more than 20 years in rental housing and nearly a decade in screening, I know how much operators depend on clear workflows, reliable data, and products that support both speed and compliance.

What drew me to Rent Butter is that they are investing directly in those fundamentals.

They are building tools designed to help operators make decisions with confidence, and to support the teams who carry the responsibility of screening every day.

In this role, I’ll be focused on strengthening the product strategy for screening and the compliance functions that support it.

It’s important work, and I’m excited to join a company that is building toward these standards in practice, not just in presentation.

What excites me most is the opportunity to bring real clarity to a space that is often crowded with similar language but very different levels of substance. 

Operators deserve tools and narratives that hold up under scrutiny, and Rent Butter is committed to delivering exactly that.

I’m looking forward to collaborating with the many operators, product leaders, and partners who are working to elevate screening across the industry.

#newjob #multifamily #screening #backgroundchecks

Johnny Bravo🛡️🏘🛡️

Screening & Fraud Strategy Leader | Transforming Screening, Compliance & Risk Prevention Into Defensible Processes That Build Trust | 20+ Yrs in Housing & PropTech | Product Strategist @ Rent Butter

The most important decision I ever made was choosing my wife.

The right person lifts your life.
The wrong one makes every day heavier.

Work is no different.

The right job gives you clarity and momentum.
The wrong one drains you, even if the title looks great.

In both marriage and career → alignment wins.
Every time.

Choose the place that brings out your best.
Everything else takes care of itself.

#career #relationships #growth

Screening & Fraud Strategy Leader | Transforming Screening, Compliance & Risk Prevention Into Defensible Processes That Build Trust | 20+ Yrs in Housing & PropTech | Open to Leadership Roles

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Being thankful isn’t an event.
It’s not a day.
It’s not a special meal.

It’s a choice. A state of mind. Sometimes even a personality trait.

You can be thankful for the big things.
You can be thankful for the small things.

But maybe we should try to be thankful for everything.

This is our third year hosting Thanksgiving for both sides of the family.

It’s a lot of work.
Cleaning… cooking… cleaning again.

But here’s the part I keep reminding myself.

What feels “small” to me might be the thing someone else longs for more than anything.

- Your spouse starting the day early with you
- The warm bed you opened your eyes in
- The clean clothes you grabbed without thinking
- The hot stove and the breakfast you ate
- The noisy kids who bring life to our home
- The full extended family still on this earth
- The good friends you miss when they leave
- The safe space to share your heart

None of it is guaranteed.
None of it should be taken for granted. 

All of it is a gift.

The big and the small. 

So today, don’t just be thankful.
Show gratitude for the life you already have.

Happy Thanksgiving to my friends in the US.

I hope your day is full of the blessings you deserve.

I am truely thankful for you. 

#happythanksgiving #beingthankful #gratitude

Received this note early this morning… 11/20… the day after OpTech ended.

It’s a good reminder of how easy it is for outreach to miss the mark.

There’s always plenty of talk about “personalization” in sales and PropTech… but sometimes the bar is simply knowing whether the last big event in the industry already happened.

Not trying to dunk on anyone here. 

We’ve all fired off messages too fast. Or automated too much. 

But timing matters. Context matters.

And when both are off, even a good message lands flat.

#optech #salesprospecting #pitchslap

Compliance isn’t a PDF → it’s a pattern.

Too many teams still treat compliance like a document you store instead of a discipline you practice.

A policy binder no one opens.
A criteria sheet no one follows.
A dispute process that “exists” but can’t be repeated the same way twice.

That’s not compliance.
That’s paperwork.

Real compliance is a repeatable pattern.

→ The same steps
→ The same evidence
→ The same guardrails
→ No matter who is working that day

Because regulators don’t ask if you had a policy.
They ask if you followed it.

In screening, that matters even more.

→ Criteria changes need a trail.
→ Exception handling needs structure.
→ Approvals need clarity.

And Fair Housing decisions need to be backed by real, consistent process… not a PDF someone wrote three years ago.

When compliance becomes a pattern, a few things happen:

→ Operators stop guessing
→ Errors drop
→ Audits get easier
→ Leadership gets visibility
→ And the entire workflow becomes something you can actually defend

If your team is still relying on “the binder,” it’s time to upgrade the pattern.

Someone in your org will thank you for sharing this.

#defensiblescreening #compliance #multifamily #operations

Most teams think better data will fix their screening. It won’t. Your data tells part of the truth. Your process tells the rest.

In screening, operators focus on the data feed.

Identity. Credit. Criminal. Income. Documents. 

But here’s what gets overlooked.

Data only explains what you saw.
Process explains why you acted.

That gap is where most exposure lives.

→ You can have accurate credit data and still make inconsistent decisions.

→ You can have a clean criminal report and still fail an audit because you can’t show how the decision was made.

→ You can have perfect documents and still approve a synthetic identity because no one validated the process around them.

Our industry keeps trying to buy its way out of process problems.

More signals. More data. More automation.

But defensibility isn’t created by adding more inputs.

It comes from designing a repeatable process that turns those inputs into decisions you can explain, defend, and audit.

When the process is weak, good data can’t save you.

When the process is strong, even imperfect data becomes manageable.

That’s the shift PMCs need to make. And it’s the shift vendors will eventually be forced to support.

If your system needs more than data to stay defensible, you’re not alone.

A lot of teams are realizing the same thing.

#defensibility #multifamily #defensiblescreening

It’s #PhishingFriday 🎣
But this one hit different.

“Hi! Your name sounds familiar, have we met before?”

*small chuckle inside*

As someone named Johnny Bravo… people often say something like that. 

Usually after a cartoon rerun, Brady Bunch special, or maybe a call out from Justin Dilley.

But this wasn’t nostalgia. → It was a classic “warm-up” scam.

The pattern is simple:
→ Start friendly
→ Build a little curiosity
→ Pull you into a conversation
→ Then… the real hook shows up

Here’s what also jumped out to me. 🕵

🚩 Unsolicited text
This is the first red flag almost every time.

If you didn’t initiate the conversation, there’s no prior relationship, and the message comes out of the blue… treat it like a knock on your door at 2 a.m.

Could it be harmless? Sure.
Is it usually harmless? Not really.

🚩 Unknown number (Miami/Dade overlay)
 645 is a newer overlay added in 2022.
 
The newness of a phone number is a signal often used to detect fraudsters. 

No history, no consumer links → simply a burner number to help their fraud goals. 

Could this number be legit? Sure.

But odds are it’s brand new… and not for legitimate reasons.

🚩 Familiarity with zero context
 When real people think your name sounds familiar, they usually lead with something.

A story.
A place.
A “Hey, I think we met at…”

Not fraudsters.

They skip straight to the false familiarity because they’re trying to pull you in fast.

Your best move with texts like these👇 
Don’t reply. Don’t click anything. Just report spam and move on.

#fraud #frauddetection #fraudprevention

graphical user interface, text, application, chat or text message

Some fraudsters don’t hack your system.
They learn it → from someone on the inside. 👀

Insider-assisted fraud isn’t always sabotage.
It often looks like “help.”

→ A former leasing agent explains what scores usually pass.

→ A current employee hints that reapplications skip re-screening.

→ Someone casually shares which income docs tend to clear.

None of that sounds criminal.

But every one of those details can be weaponized.

Here’s how to protect against it 👇

✅ Limit access → Only active employees with a legitimate need-to-know should see application or resident data.

✅ Enforce credential hygiene → Rotate passwords and disable accounts immediately when staff change roles or leave.

✅ Track everything → Maintain audit logs that record who viewed, edited, or exported files and review them regularly.

✅ Flag anomalies → Watch for unusual access patterns, like off-hour logins or repeated data pulls.

✅ Educate staff → Remind leasing and site teams that what feels like harmless info-sharing can open the door to fraud.

✅ Document processes → Make every decision traceable and explainable. Transparency and accountability is your best deterrent.

Sometimes the toughest fraud to prevent starts with a favor, not a felony.

If your fraud strategy doesn’t account for insider risk, it’s not yet defensible.

Leave your story below if you’ve ever come across this type of insider help. 

#multifamily #screening #applicationfraud

Most teams read regulations like rules.
The best teams read them like architecture.

That difference decides whether a product is defensible or just checking the box.

In screening, the letter of the law tells you what to do.

The spirit of the law tells you how the system needs to work so you can prove it.

And this is where most PropTech teams get stuck.

👇

Feature focused PropTech read the FCRA and say:
“Let’s add credit pulls.”
“Let’s add a decline message.”
“Let’s store bank documents so users can review them.”

Architecture focused PropTech read the same laws and see the load-bearing parts.

FCRA.
Permissible purpose is not a button.
It is a chain of custody.
→ You need to be able to show who is pulling the data, why they are pulling it, and how it ties back to a transaction the renter initiated or clearly authorized.

HUD.
Adverse action is not a notification.
It is a process.
→ You need to tie criteria to data, data to the decision, and the decision back to the consumer’s rights to understand or dispute it.

GLBA.
Sensitive financial data is not “just stored.”
It is controlled.
→ Privacy rules limit when you can share it with third parties, and you need auditable safeguards around who can see it and why.

None of this is new.
But the pattern is.

A lot of products in our space treat these laws like checklists.
“Add the feature.”
“Send the message.”
“Drop the documents in cloud storage.”

And that is exactly how teams end up out of compliance without ever realizing it.

If you build features, you inherit risk.
If you build architecture, you create defensibility.

The founders who understand this are the ones adding expertise and building products that will age well in this industry.

#defensiblescreening #multifamily #backgroundchecks #proptech

Evangelist ≠ Influencer.

An evangelist’s job isn’t to post → it’s to translate.

To help a product speak “market.”
To help a company speak “customer.”

To bridge the gap between vision and validation.

That’s the difference between noise and clarity.

Influencers chase impressions.
Evangelists drive insight.

One measures reach.
→ And builds campaigns.

The other measures impact.
→ And builds trust.

In PropTech and beyond, ideas don’t spread because of hype.

They spread because of clarity.

That’s what turns curiosity into conviction. 
And ideas into into market share.

If your goal is real adoption, not just awareness → find an evangelist, not an influencer.

#leadership #brandstrategy #growth #defensibility

It’s #PhishingFriday 🎣
Fake job offer edition + what to look for if you too are #opentowork. 🧐

Most job scams don’t look scary. 
They look helpful.
Even exciting. 

That’s what makes them dangerous.

Here’s a text I received recently. 

And wouldn’t you know, it checks major boxes of a classic job scam. 👇

🚩 Foreign number
If a “recruiter” is texting you from a +63 number (Philippines) about a U.S. job, that’s your first clue.
→ Legit hiring teams use company email or verified platforms.

🚩 Big brand name drop
Scammers love to borrow brands with credibility. This one used “Warner Bros” to sound official.
→ Real companies don’t recruit strangers by text. (Am I wrong Warner Bros. Entertainment?) 

🚩 Wild pay claims
$50 to $3,000 a day. $300 bonus and $1,000 incentive. “Payment is processed immediately”.
→ If it sounds too good to be true, it probably is. 

🚩 Vague job description
“Tasks are simple.” “Free training.” “Easy work.”
→ The less detail they give, the more worried you should be.

🚩 Redirect to a second number
Another classic move.
They push you to a private channel so there’s no record.
→ Legit recruiters never do this.

🚩 Vague flattery
“Your background and experience have made a strong impression on us. ”
→ Scammers love to make you feel chosen so you act fast.

The goal is often something along the lines of pull you into a false onboarding process, collect your info, then disappear.

If you’re looking for work right now, be extra cautious.

Scammers know people are tired, stressed, and hopeful.

That’s who they target.

If you’ve got a job scam story or a weird text like this, drop it below. 👇🏼 

#jobsearch #cybersecurity #fraudprevention

Screening failures don’t always start with the decision.

They start with the packet. 📦

When a dispute shows up, teams scramble to reconstruct:

→ what criteria were in effect
→ what data was actually used
→ why the final call was made

None of this is controversial.

It’s just hard to prove when everything lives in email threads, PMS notes, and screenshots saved to desktops.

I’ve been mapping what strong, audit-ready packets look like from my conversations with operators who deal with this more than they’d like.

If your team has gone through this pain, I have some notes I’m happy to share.

#defensiblescreening #multifamily #compliance

A decision you can’t explain → is a decision you can’t defend.

Ops leaders run into this pattern more than anyone wants to admit.

A file gets escalated.
A resident pushes back.
A regulator starts asking questions.

And suddenly everyone is flipping through notes, emails, and screenshots trying to understand one thing:

Why did we make this decision?

Here’s the uncomfortable truth:
If you can’t trace the “why,” you don’t have a defensible process.

You have a hope (at best).

And hope is not an audit strategy.

This isn’t theoretical by the way. 

HUD, the CFPB, the FTC, federal courts, and even GAO audits all point to the same failure mode:

Opaque, undocumented decisions create the highest compliance exposure.

Not bad data.
Not bad people.
Not even bad intent.

The real failure is the gap between a decision being made…and being explainable later.

When the reasoning isn’t captured, three things happen:

→ Similar cases get different outcomes
→ You can’t prove consistency or fairness
→ Your team can’t defend the decision under scrutiny

And that’s where trust breaks.

Explainability isn’t paperwork.
It’s protection.

It’s what separates “we think this is what happened” from “here is exactly why we made this call.”

For Ops Leaders, this is the work that ages well.

It makes audits cleaner, disputes shorter, and decisions easier to stand behind long after the moment has passed.

Sometimes one missing step in the process is all it takes.

#defensiblescreening #multifamily #operations #fraudprevention

Many operators think screening strength comes from automation.
→ It doesn’t.

Think of screening like a house. 🏠

→ Automation is the frame.
It shows you where things go.
Where to put the walls, windows, and doors.

Where things should stop, and where to let them through.

→ Defensibility is the foundation.
It’s the part everything rests on.

Because the real test isn’t when the structure looks good.

It’s when the pressure hits…an auditor, a dispute, a missed fraud pattern, a decision you need to explain months later.

Frames help you build.
Foundations help you survive.

If you want screening you can trust, strengthen the part nobody sees → the part that holds everything else up.

#defensiblescreening #multifamily #fraudprevention

When it comes to screening ↓
Speed amplifies gaps.
It doesn’t close them.

Is that worth the lease you’re rushing to fill?

#defensiblescreening #multifamily #fraud

Most operators feel the chaos every day.
Very few have ever measured it.

On site, it shows up as constant compliance work.
File checks. Documentation clean up.
“Quick” prep for audits that never feel quick.

It looks like normal operations.
It feels like burnout.
HR just calls it hidden labor.

Here is a cleaner way to see it.

Soft exposure is built from time, not guesswork.

You can model it using four simple inputs:

⏱️ Minutes per application
(The recurring compliance steps inside every file)

🗃️ Ongoing documentation and file upkeep
(The steady-state work fair housing expects)

📖 Average effort for internal reviews
(Hours across site, corporate, and legal)

💸 A single fully loaded hourly cost
(The same method HR uses for real labor modeling)

Put these together and you get a conservative number that captures the real operational drag your teams feel. 

Not spikes. 
Not rare events. 

Just the everyday work that never shows up in a budget request.

That is the chaos tax.
And once you measure it, you can manage it.
Once you manage it, you can reduce it.

👇 What part of this shows up the most in your portfolio?

#multifamily #propertymanagement #operations #defensiblescreening

Sometimes, the idea of “work smarter, not harder” misses the point.

It turns the whole thing into a trade-off.
A weird either or.
Like you’re supposed to pick a side.

But my experience leans toward something a lot less catchy and a lot more useful.

👉 You need both.
And they feed each other.

When you’re starting something new, you have to work harder.

Not (just) because grinding is a personality trait, but because momentum does not build itself.

Early reps matter. 💪

You are learning, adjusting, tripping, correcting… all of that takes energy.

But once you have momentum, the job shifts. You don’t stay in “push as hard as possible” mode forever.

→ You start asking better questions.
→ You tighten your workflow.
→ You remove friction.
→ You build systems.

That is the “work smarter” phase. It only works after the “work harder” part earns you enough traction to make that intelligence stick.

And then the cycle repeats.

Every new level needs another burst of effort, followed by another round of refinement.

Hard work creates motion.
Smart work directs it.

Every meaningful result came from the combination, never one alone.

If you have a better formula, I would love to hear it. 👇🏼

#work #professionaldevelopment #highperformance

Most screening platforms talk about trust.
Almost none can prove it.
And that’s the problem.

They start with trust instead of earning it.

They assume fast APIs, polished dashboards, and automated decisions are enough to create credibility.

They aren’t.

Trust doesn’t come from speed or presentation.
Trust comes from evidence.
Trust comes from consistency.
Trust comes from scrutiny.

In practice, trust comes from structure.

And when you study the platforms that get in trouble, the pattern is clear:

→ Data is imported but not verified
→ Documents are reviewed but not logged
→ Decisions are made but not explainable
→ Overrides happen but aren’t auditable
→ Criminal hits are returned but not contextualized
→ Adverse action is triggered but not defensible

Operators are told to “trust the system” without seeing how it actually works.

That isn’t trust.
It’s exposure disguised as efficiency.

The platforms that earn real trust do something different.

They treat every decision as something that must be proven, not assumed.

→ Evidence of identity
→ Evidence of data quality
→ Evidence of process integrity
→ Evidence of how the decision was reached

Trust is never given at the beginning.
It is produced at the end.

If your system can’t show the steps, defend the steps, or reproduce the steps, it’s hard to trust it.

Most teams have at least one decision they can’t fully explain.

If something came to mind for you, that’s the place to start.

#defensiblescreening #multifamily #backgroundchecks

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Erika Villarreal

Johnny Bravo☁️🏘

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