Dennis Snow

OPENING SESSION KEYNOTE

Seminar: Service Excellence Culture, Tuesday, 10:15 am – 11:15 am

Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.

He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.

Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.

He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team.

Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include American Express, Johns Hopkins Medicine, ExxonMobil, and Nationwide.

His articles appear in a number of industry publications and he is a featured guest “expert” on customer service, on several business news-talk radio shows. He is the author of the book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, which has been used in organizations around the world as a blueprint for organizational excellence. His newest book has just been released, titled, “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.”

First Sergeant Matt Eversmann (Ret.)

CLOSING SESSION KEYNOTE

A true American hero, First Sergeant Matt Eversmann illustrates the importance of leadership, courage and selfless service to succeed when ordinary circumstances become extraordinary challenges.
As an Army Ranger deployed to Somalia in 1993, Matt experienced the horrors of war when he and his fellow soldiers were trapped in a hostile district of Mogadishu and marked for death by an angry mob. His inspiring story of survival was immortalized in the epic film, “Black Hawk Down,” which recounts the harrowing experience.
Committed to sharing the lessons he learned in the military, Matt draws parallels from his experiences to highlight the importance of leadership, courage and responsibility within any team or organization. Unambiguously humble, gracious and warm, his powerful story and straightforward insights on instilling these values stay with business leaders longs after the applause has ended.
With presentations that leave an emotional impact, take away a renewed sense of patriotism and inspiration for dedicating your efforts to a worthy cause.

Ryan Achterberg

Seminar: Cybersecurity and the Cloud, Tuesday, 2:30 pm – 3:30 pm

Ryan Achterberg specializes in serving clients by helping them align their business goals with technology planning and implementation.

With a top priority of client success, Ryan leads the assessment of client’s current technology against their growing needs. Building off of the foundation discovered through the assessment, he works with clients to align business goals and IT needs, which results in a technology solution that is aligned to the overarching business strategy. This customized and holistic approach provides clients with a long-term roadmap for success.

Working in technology his entire career, Ryan’s experience spans technology advisory and assessments, network design and implementation, and a focus on cloud solutions such as Office 365 and Microsoft Azure to support business initiatives and solve business challenges.

When Ryan isn’t helping clients solve their technology challenges, he spends his time on the sideline of a soccer field, football field, or basketball court mentoring and coaching young athletes.

Jenny Banner

Seminars: Small Hacks: A New Approach to Tackling Your Biggest Challenges, Tuesday, 11:30 am – 12:30 pm

You’re Not Listening, Wednesday, 3:45 pm – 4:45 pm

Jenny Banner has been practicing amateur psychology since middle school. This interest in what makes people tick, led Jenny to careers Sales, HR, and consulting as well as a graduate education in I/O Psychology (the psychology of the workplace).

In her 15+ years of HR and consulting experience, Jenny has worked with companies from Fortune 500 to start up, and observed similarities across them all. As a consultant and coach her focus has been on leadership development, career transitions, and training.

Jenny recently joined Smallbox as Director of Strategic Initiatives. She is applying her unique skill set to help organizations align their internal and external brand perceptions, and is working to refine educational offerings around problem solving using Design Thinking.

Thresette Briggs, SHRM-SCP, DDI

Seminar: The Perfect Pitch: Mastering the Art of Presenting to Prospects, Wednesday, 3:45 pm – 4:45 pm

Thresette Briggs is the President and Chief Performance Officer of Performance 3, LLC, a management consulting firm and WBE headquartered in Indianapolis, IN. Performance 3 is dedicated to helping global talent achieve high performance by building competency and capacity with Coaching, Training, and Speaking services.

Rebecca Rosario-Bueno, NALP, CAM, NAAEI

Seminars: Keep Calm & Save Your Jobs (and Your Residents), Tuesday, 10:15 am – 11:15 am

Only The Qualified Survive: Leadership “Musts” For New And Emerging Leaders, Tuesday, 11:30 am – 12:30 pm

Outside the Apartment Box, Tuesday, 3:45 pm – 4:45 pm

Rebecca Rosario-Bueno, NALP, CAM, NAAEI is a trend-spotting visionary with over 20 years of tried and true on–site and corporate property management experience.
• She is President of Full House Marketing, Inc. ® North Carolina, a single resource for:
o Lease up and marketing services
o Staffing and talent acquisition
o Training and talent development
• Rebecca is Co-founder of PMManuals.com, a property management policy creation company, and an Apartmentor ©.
• She is the current AANC Supplier Council Chair, a NAAEI faculty member, and a former Director of The Triangle Apartment Association and Piedmont Triad Association Board (s).
• Rebecca is a multiple NAA Education Conference Speaker and a multiple Multifamily Pro Brainstorming Presenter and Facilitator.
• Rebecca is known for her innovative manner and tact to leasing and marketing apartments, along with her passion for education and talent development.
• She is married, with three children and loves to travel and dance salsa; especially when dancing in new places and meeting new faces.

Erica Campbell Byrum

Seminar: Powerful Strategies for Building a World Class Social Media Marketing Plan, Wednesday, 2:15 pm – 3:15 pm

Erica Campbell Byrum, assistant vice president of social media for ForRent.com®, is a real estate marketing expert with more than twelve years of experience, co-author of Youtility for Real Estate, a recipient of the 2014 PR News Social Media MVP Award, a recipient of the 2016 Sarah Malone Award, as well as, President’s Club winner for 2016. Byrum is a well-regarded speaker at both national and state apartment associations. Byrum is responsible for developing and managing the corporate social media road map and has pioneered ForRent.com’s strategic social media path through the launch of Social Concierge, a complete social media management, reputation management, and resident retention offering.

Sujata N. Chaudhry

Seminars: Cross Cultural Selling – Converting Culture To Cash, Tuesday, 3:45 pm – 4:45 pm

Turning Obstacles into Opportunities – Negotiating Multicultural Renters, Wednesday, 9:00 am – 10:00 am

Sujata N. Chaudhry understands what it feels like to be culturally adrift in a new environment. Little did she know that the challenges she faced growing up as the only Indian-multicultural child in her class in rural Pennsylvania would be valuable. Her first-hand experiences form the basis of her desire to help business people communicate in a globally aware, effective manner. With Tangible Development, Sujata brings her passion for cross cultural awareness and reputation as an “idea girl” together in her innovative consulting business. She specializes in corporate diversity, inclusion, global training and consultancy and has worked with industry leaders in finance, property management, hospitality, non-profit, healthcare, and science-technology to leverage diversity and inclusion to support the sustainability, viability and strategic visions of the organizations.

David Fritsche

Seminar: Assistance Animals and Accommodations, Wednesday, 10:15 am – 11:15 am

David Fritsche has been licensed to practice law in the State of Texas for over thirty years.  In addition to successfully arguing two landlord/tenant law cases to the Texas Supreme Court, he is a frequent lecturer for the multi-family industry regarding the Fair Housing Act and the Americans with Disabilities Act.   In addition to handling complex real estate litigation and transactions, his practice includes the aggressive and successful defense of Fair Housing Complaints for prominent national management companies and “mom and pop” owners of rental housing and everyone in between, whether in United States District Court or before administrative investigatory agencies such as HUD or state regulatory bodies.  David’s primary office is in San Antonio, Texas, where he resides with his wife and two children.

Tana Lee Higginbotham

Seminar: As the World Turns, Wednesday, 3:45 pm – 4:45 pm

Tana Lee Higginbotham is Senior Vice President of Asset Management for Pierce Education Properties, located in San Diego, CA. Successful Executive Director with over twenty five years in business development, leadership, operational management, analytical and strategic decision maker for direct impact success in real estate, acquisitions and marketing environments.  A self-motivated, strategic thinker who creates dynamic long-term business results. Tana Lee has extensive student housing experience working for ACC, GMH and Ambling Management.

Gary Kirkman, HCCP, FHC

Seminars: Avoiding Top Errors in Affordable Housing Files, Tuesday, 10:15 am – 11:15 am

Fair Housing: Reasonable Accommodations/Modifications, Tuesday, 2:30 pm – 3:30 pm

Real Estate Issues in Affordable Housing, Tuesday, 3:45 pm – 4:45 pm

Gary joined Zeffert & Associates in February, 2017. Prior to Zeffert & Associates Gary served as an award winning Community Manager for a tax credit property and overseeing the property which won compliance’s Property of the Year in 2016. Utilizing his Communications degree from Salem College, Gary enjoys training and public speaking.

Gary encompasses knowledge in training and managing both conventional and affordable housing during the last 11 years. His experience includes overseeing Low Income Housing Tax Credit, Rural Development, various HUD programs and in conventional housing. When Gary is not working he enjoys spending time with his family, getting more into fitness, choreographing for clogging workshops in which he instructs across the United States, doing charity work and overseeing his “No Bullying Allowed” initiative.

John McShane

Seminar: Conflict Resolution – Creating a More Peaceful Community, Tuesday, 11:30 am – 12:30 pm

Born and raised in Indianapolis, Indiana, Peace Learning Center’s Director of Community Programs, John F. McShane Jr. holds a Bachelors of Arts degree in Counseling and Educational Psychology from Hawaii Pacific University, Honolulu, Hawaii.  John is currently working towards a Graduate Degree in Education from Butler University.

After a 21 year career, John retired as an Officer from the United States Coast Guard where he held several high impact training, development, and counseling positions. Since his retirement in 2002, John has worked for local and International organizations specializing in designing and implementing leadership, training, and development programs including diversity appreciation, .conflict resolution, leadership development courses, and team development workshops.

Chad Moulin, CAMT

Seminars: TEAM WORK and TEAM BUILDING, Wednesday, 9:00 am – 10:00 am

How to Change Your Service Team’s Culture, Wednesday, 10:15 am – 11:15 am

Chad Moulin has been in the field of property management for over 20 years.  Chad has earned his CAMT designation through NAA as well as being recognized many times over as a leader in property management maintenance.  Some of his accomplishments include: Being a faculty member of the NAAEI.  Advanced Instructor Training through NAAEI.  Instructor for the NSPF (National Swimming Pool Foundation).  Authorized OSHA Safety Instructor.  A member of AIME (Apartment Institute for Maintenance Excellence).  AAKC Crystal Merit Award winner.  Lincoln Property Company Gold Medallion Award winner.  Grace Hill Maintenance Rock Star Award winner.  As well as several others.

Starting out as a groundskeeper and working his way up through the ranks of property management Chad has held and excelled at many different positions.  From grounds keeper, maintenance tech, leasing professional, maintenance supervisor, construction supervisor, national maintenance trainer and Director of Maintenance Training.  Chad has also worked on almost every type of property and dealt with every type of resident imaginable.  Luxury apartments, senior living, section 8 and 42 properties, hotels, commercial, apartment buildings, houses, hi-rise, town homes, new construction, historic, rehabs, acquisitions.  Chad has seen and done it all!

In 2012 Chad created Prop Ops: Property Operations Training and Consulting.  His goal is to bring a higher standard and more in-depth type of training to the world of property management through a maintenance perspective.  Chad has seminars that everyone in the property management industry can learn from.  Chad’s seminars are designed around a real world approach to achieving property management excellence.  Learning from someone who has actually done it can be the greatest motivation and inspiration.

 

Jennifer A. Nevitt

Seminars: Increasing Revenue & Asset Value Through Proven Pricing Theories & Strategies, Wednesday, 9:00 am – 10:00 am

Internal Marketing Audits – a Fresh Perspective, Wednesday, 10:15 am -11:15 am

Jennifer A. Nevitt is Chief Executive Officer of Forty-Two, LLC, a boutique apartment property management and consulting company based in Plymouth Meeting, PA. Since 1993, as President of Bravo Strategic Marketing, Inc., she has developed return-on-investment strategies for multifamily real estate investment portfolios with a capitalized value exceeding $6 billion. She is a highly successful income growth strategist for residential assets and considered one of the nation’s most innovative real estate marketers.

In her career as a development partner, she developed $300 million of multifamily for-lease assets. In addition to her responsibilities as development partner, she had the responsibility for the lease-up process, investor exceeding committed returns, and instrumental in packaging to sell these assets.

In the real estate development arena, through Forty-Two, LLC, she currently provides consultation on product design, the importance of a multifamily real estate development’s timing, correct market positioning and proven revenue growth operations strategies.

Ms. Nevitt offers the development of intellectual property solutions that refine existing workflow processes for companies looking to increase cash flows. Her areas of focus include the development of recommendations and a strategic plan that enhances the effectiveness of customer marketing within a client’s existing portfolio, new product development or renovation of a real estate developer’s product design in its pre-construction phase, product content development for industry software applications, new business development strategic planning and dedication and focusing on the real estate asset’s financial performance and state-of-the-art management, including strategic planning, budgeting, cash flow analysis, assurance of results, marketing, and training.

She is a contributing author of the Urban Land Institute’s book, “Developing Multifamily Housing,” and co-author of the National Association of Home Builder’s book, “How to Excel at Leasing Apartments.”

Ms. Nevitt was also the former Chief Executive Officer, Inventor and Founder of YieldStar Technology, LLC, a yield management, B2B software application that optimized revenue for the multifamily real estate industry whose assets were acquired by RealPage.

Camishe Nunley

Seminar: Branding and Rebranding: The Power of “The One Thing” People, Wednesday, 3:45 pm – 4:45 pm

Camishe Nunley is a prominent Licensed Mental Health Counselor and Certified Trauma Specialist currently in private practice. She has worked in Community Mental Health Agencies, Correctional Community, Universities and for profit private Agencies. Camishe specializes in the treatment of trauma survivors ranging from complicated grief issues, sexual and physical abuse, compassion fatigue, and more

Mark Pendergast

Seminar: Excel Wizardly: The Most Powerful, Most Underutilized Application, Tuesday, 10:15 am – 11:15 am


Mark Pendergast has over 25 years of experience in IT as a technical manager and systems architect. He excels at explaining complex topics to layman, and has a passion for using and sharing technology with others. Mark’s specialties include leadership, innovation, team building, and enterprise architecture.

Dan Resnick

Seminar: Cybersecurity and the Cloud, Tuesday, 2:30 pm – 3:30 pm

Dan Resnick leads the cybersecurity practice in developing innovative solutions to today’s complex security, risk, and compliance challenges.

With a strong background in information security, vulnerability management, and governance, Dan brings a history of successful project delivery and client service. He has solved complex business, information technology, and security challenges across multiple industries, with significant experience in healthcare, through the application of innovative technical solutions.

Dan has performed a broad variety of consulting services, including technical security testing, data breach response, and designed and implemented solutions that meet compliance requirements and reduce organizational risk.

When Dan isn’t busy serving his clients, you can find him on the golf course orspending time with his friends and family.

Nate Riggs

Seminar: Inbound Marketing Habits, Tuesday, 11:30 am – 12:30 pm

Nate Riggs is the Founder and CEO of NR Media Group, a Columbus-based Inbound Marketing & Sales education company and HubSpot Partner. A seasoned digital marketing strategist, he’s helped a wide range of brands adopt new ideas and technologies that have evolved their marketing programs to meet a new generation of internet-savvy consumers.

Nate has delivered presentations at more than 100 industry conferences including events like INBOUND2016, Content Marketing World and the New Media Expo. Over the years, he’s contributed to dozens of publications that include Wall Street Journal, Harvard Business Review, USA Today, Chief Content Officer magazine and many others.

Nate also teaches on the marketing faculty at the Ohio University College of Business where he is working to build the university’s first Center of Excellence for inbound marketing and sales education that will help address and close the digital skills gap present in today’s graduates. His current course (MKT4300-100) produces between 180-250 students each year who earn their professional accreditation in the form of the Inbound Marketing Certification and HubSpot Certification, while gaining practical experience and system training in HubSpot’s marketing automation software. If you’d like to see his students’ work and learn more about the course, you can visit OhioMarketingStudents.com. Nate is also an active board member of OU’s Ralph & Luci Schey Sales Centre, and an executive board member of Professional Marketing Advisory Board.

GK Rowe

Seminar: Marketing Smarter Not Harder, Wednesday, 9:00 am – 10:00 am

GK specializes in strategic creative development with a focus in neuroscience and neuroaesthetics.  His design concepts and models incorporate the psychological behavior of people in relationship to business cultures, experiences and aesthetic environments.  His history with both independent and Fortune 500 companies has helped evolve Q7’s philosophy of experience design. He is currently co-authoring a book about marketing in the multifamily housing industry with Alexandra Jackiw, President of Milhaus Management.

GK is an adjunct faculty member at the Art Institute of Indianapolis, and has served the creative community in the following positions:

  • Indianapolis Museum of Art’s Contemporary Affiliate, Board of Directors: Past-President
  • TedX Steering Committee 2013: Member
  • 
Herron School of Art and Design, Board of Directors: At-Large
  • 
Keep Indianapolis Beautiful:  Board of Directors: At-Large
  • Stutz Business Center Association: Advisory board member
  • National Arts Education Association: Member

Robby Slaughter

Seminar: Workshifting, Telecommuting, and Remote Officing, Wednesday, 2:15 pm – 3:15 pm

Robby Slaughter is a workflow and productivity expert. He is a nationally known speaker on topics related to personal productivity, corporate efficiency and employee engagement. Robby is the founder of AccelaWork, a company which provides speakers and consultants to a wide variety of organizations, including Fortune 500 companies, regional non-profits, small businesses and individual entrepreneurs.

Lori Snider

Seminars: Leasing A Company Culture Initiative – So Much More Than Ping Pong And Nerf Guns, Tuesday, 2:30 pm – 3:30 pm

Unmasking the Leader Within, Tuesday, 3:45 pm – 4:45 pm

Getting to the Heart of Service Delivery, Wednesday, 1:00 pm – 2:00 pm

Lori Snider is a leading multifamily marketing, learning and experience expert, currently serving as head of Learning and Team Experience for RedPeak, providing strategic educational and recruitment direction for the entire company, and overseeing all facets of the team member experience.

In her 30 years of multifamily experience Lori spent 15 years running her own successful company as an educator, platform speaker and experience management consultant.   She has leased apartments, worked as a marketing director, launched a rental publication, co-founded a boutique marketing and design firm, and executed marketing strategies for a myriad of product types throughout the country.

Lori is an acclaimed industry expert on sales and service trends, and a recognized and frequent national conference presenter (NAA, MFE etc) whose presentations are lively, relevant and full of laughter.

Lori is an idea instigator and creativity cultivator who fuses imagination with reality to deliver unorthodox and bold results.

Cindy Allen-Stuckey

Seminar: Etiquette for the Modern Workplace: What to Say, Type, Wear, and Present, Wednesday, 1:00 pm – 2:00pm

Cindy Allen-Stuckey, founder and CEO of Making Performance Matter, challenges you to answer these questions: You spend many hours developing your business strategy. So, why is there a gap when you execute it? What’s keeping it from “coming to life?”

Lindsay Jean Thomson

Seminars: Make Friends with your Inner Critic, Tuesday, 2:30 pm – 3:30 pm

The Power of Shifting Your Story, Wednesday, 10:15 am – 11:15 am

Lindsay Jean Thomson is a champion for finding the best in yourself and others. She’s a writer, coach, and the co-founder of Women Catalysts, a membership organization dedicated to inspiring the catalyst in every woman through powerful storytelling, lasting community, and the best resources.

Lisa Trosien

Seminars: Putting the Resident Back into Resident Retention, Wednesday, 9:00 am – 10:00 am

Leasing Existing Apartments in a New Construction Market, Wednesday, 10:15 am – 11:15 am

Bye Bye Gen Y, Hello Gen Z!, Wednesday, 2:15 pm – 3:15 pm

Lisa Trosien is a highly respected multifamily educator, speaker, author, and consultant with over 25 years of industry experience. Described by her customers as “incredibly smart” and “amazingly effective”, she’s worked with the owners, management companies, and trade associations across the U.S. and Canada. Lisa is utilized as an industry expert by companies such as, The Wall Street Journal, CBS Marketwatch, Washington Post, National Public Radio, SELF Magazine, Business Week, Chicago Tribune, and more. Attendees of her educational sessions agree that she presents great information and superior strategies, while still keeping learning both meaningful and fun. Lisa is well known for her meticulous research and strong presentation skills.