Leasing & Operations Leader for High-Volume Portfolios

Nina M. Smith

Leasing Manager Operations Manager Customer Satisfaction Expert

Washington, DC 20007 227-***-**** **************@*****.*** Professional Summary

Results-oriented Operations and Leasing Manager with 7+ years of experience driving revenue growth and occupancy stability across diverse property types. Expert in managing high-volume portfolios (900+ units), streamlining administrative workflows, and consistently exceeding leasing quotas by 20%+. Proven track record in leveraging CRM data (Yardi, MRI) and strategic marketing to enhance resident retention and brand presence in competitive markets. Core Competencies

● Property Operations: High-Volume Leasing (900+ Units), Leasing & Sales, Occupancy Standards, Maintenance Coordination, Contract Management

● Strategic Marketing: Competitive Market Analysis, Social Media Management, Lead Generation, Brand Awareness

● Client Relations: Conflict Resolution, High-Touch Customer Service, Resident Retention, Team Leadership

● Sales & Marketing: Competitive Market Analysis, Social Media Brand Strategy, Lead Generation

● Leadership & Culture: Team Wellness & Morale (Aura-Shifting), Conflict Resolution, Training & Mentorship

Professional Experience

Leasing Manager ROSS Management Services (Seven Springs) College Park, MD April 2025 – Present

● Directly oversee operations for a 983-unit portfolio, including 3 high-rise towers and 40 garden-style buildings.

● Maintained 96.8% occupancy and 94.1% leased rates, utilizing data-driven marketing to ensure portfolio stability.

● Lead high-volume sales efforts, personally acquiring 8 applications per week, significantly outperforming the individual team average of 5.69.

● Orchestrate resident and staff events to foster community engagement and improve long-term retention metrics.

● Manage property social media accounts, creating visual content to drive organic leads and reduce vacancy lead times.

Leasing Specialist Equity Residential (Mosaic at Metro) Hyattsville, MD August 2021 – April 2025

● Managed leasing for a 296-unit luxury, hotel-style community, delivering a premium

"white-glove" touring experience.

● Achieved a consistent 120% leasing quota through aggressive follow-up and personalized rapport-building.

● Boosted lease completion rates by 15% by streamlining the digital application process and resolving applicant roadblocks.

● Monitored property maintenance queues, ensuring all units met strict occupancy and aesthetic standards for immediate move-in.

Client Service Coordinator AdvantEdge Workspaces Washington, DC December 2019 – August 2021

● Ensured a productive work environment by providing high-level administrative support and customer service to diverse business clients.

● Managed operational tasks including inventory control, mail distribution, and high-volume phone systems.

● Fostered positive client relationships, proactively identifying and resolving facility issues to maintain service excellence.

Concierge Front Desk Security Securitas Security Services Washington, DC November 2017 – December 2019

● Managed building access and security protocols, verifying identification and coordinating visitor badges for high-occupancy buildings.

● Enforced building policies to ensure a safe environment for tenants, employees, and contractors.

● Served as the primary point of contact, providing exceptional front-facing customer service and emergency response coordination.

Shift Supervisor Starbucks (Safeway Licensed Store) Washington, DC September 2013 – June 2018

● Championed a "service-first" culture by leading pre-shift wellness and alignment sessions to maintain team morale during high-volume periods.

● Mastered inventory logistics, ensuring 100% stock availability by executing meticulous audits and replenishment during peak rushes and strategic downtime.

● Maintained rigorous sanitation standards, implementing a 60-minute rotation for dining area cleanliness to ensure a premium customer experience.

● Demonstrated extreme reliability, consistently providing on-call coverage and emergency backup support outside of the standard schedule. Education & Certifications

High School Diploma Ballou S.T.A.Y., Washington, DC (Issued June 2015) Technical Profiencies

● Software: Yardi, MRI Software, Anyone Home CRM, Microsoft Office Suite (Expert in Excel

& PowerPoint)

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