Resident Relations & Retention Leader

Brooke Clouse

n 949-***-**** )n **********@*****.*** n Mission Viejo, CA 92691

Professional Summary

Strategic and people-focused professional with a proven track record in community operations, customer retention, and client relationship management. Known for fostering collaboration, enhancing customer satisfaction, and leading process improvements that drive team performance and business growth. Adaptable, forward-thinking, and passionate about creating meaningful client experiences across dynamic industries.

Professional Experience

Retention Specialist Tricon Residential

August 2025 – Present

Enhanced resident engagement through innovative communication and loyalty-building strategies. Resolved customer concerns with empathy and efficiency, achieving consistently high satisfaction ratings.

Implemented data-driven retention programs to strengthen relationships and reduce turnover. Leveraged customer insights to inform business decisions and optimize service delivery. Tracked and analyzed key performance metrics to improve operational processes. Senior Community Manager PMP Management

January 2021 – September 2023

Oversaw multiple residential communities, leading on-site teams, contractors, and vendor partnerships. Directed HOA operations including budgets, compliance, and maintenance oversight. Developed resident engagement initiatives that improved communication and community satisfaction. Analyzed property performance data and implemented action plans to boost efficiency. Built strong, trust-based relationships with homeowners, board members, and stakeholders. Community Manager First Service Residential

January 2018 – January 2021

Managed day-to-day operations for multiple HOA communities with a focus on quality service and compliance.

Served as the key liaison for homeowners and board members, providing responsive and transparent support.

Created and executed communication strategies to enhance resident engagement and awareness. Directed community budgets, collections, and vendor contracts to ensure financial health. Partnered with boards to establish long-term improvement plans and strengthen community value. Core Skills

Customer Retention & Engagement • Leadership & Team Development • Process Improvement & Data Analysis • Client Relations & Communication • Operations & Project Management • Strategic Planning & Decision-Making • Adaptability & Emotional Intelligence • Community Relations & Event Coordination Education

Bachelor of Arts – Communication Studies

Professional Highlights

Recognized for transforming client experiences through empathy-driven service strategies. Trusted by leadership for cross-functional collaboration and mentoring new team members. Passionate about continuous growth, creative problem-solving, and organizational excellence.

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