Operations Leader, Client Success & Retention
Resume:
MICHELLE SORANDO
SKILLS
• Project planning and coordination
• Budgeting and financial management
• Client relations and retention
• Client and customer experience support
• System adoption and process changes
• Risk management and compliance
Market analysis and advertising
strategies
•
• Variance reporting and budget analysis
• Cross functional collaboration
• Vendor management
Stakeholder reporting and
communication
•
Talent acquisition and team
development
•
• Invoice processing and coding
• Microsoft office proficient
SYSTEMS & TOOLS
Property/CRM Platforms: Yardi (Voyager,
Elevate, and CRM), Realpage, Entrata,
MRI, LRO
•
Productivity & Reporting: Microsoft
Office (Excel, Word, Outlook), CRM &
Reporting Tools
•
Transferable to SaaS: Client health
tracking, onboarding workflows, account
management, operational KPIs,
stakeholder relationship management,
cross-functional collaboration, executive
communication
•
Operations and client success professional with 13+ years managing complex, high-volume environments. Track record of driving retention, streamlining processes, and leading teams, now bringing a client-first mindset and deep operational expertise to customer success and operations roles. WORK HISTORY
October 2024 - Current
Senior Community Manager Bell Partners Inc., Rockville, MD
• Led end-to-end client onboarding and lifecycle management for a residential community, guiding new residents through move-in processes, policy compliance, and long-term engagement strategies.
• Grew community occupancy from 89% to 94.5% through targeted retention initiatives, proactive resident communication, and data-driven pricing adjustments.
• Implemented rent control compliance program across operations, creating policy documentation and training staff on new regulatory requirements.
• Mentored and developed a 12-person team.
• Produced monthly variance reports and KPI dashboards to assess operational health and support leadership decision-making.
• Negotiated vendor contracts resulting in reduced operating costs while maintaining service quality standards.
• Reduced delinquency by 28%, improving monthly cash flow by $35K through structured escalation and resolution workflows.
August 2023 - October 2024
Community Manager Avanath, Edgewater, MD
• Turned around underperforming community, improving NOI from -15.4% to
+13.9% within 6 months through strategic financial management and operational optimization.
• Achieved 93% resident retention rate through proactive relationship management, community programming, and responsive issue resolution.
• Managed LIHTC compliance renewals and recertifications with precision, maintaining zero deficiencies.
• Created and maintained detailed community budgets, tracking actuals vs. forecast across expense categories.
December 2014 - August 2023
Community Manager Maryland Management Company, Severn, MD
• Advanced from Leasing Consultant to managing the company's largest portfolio asset, a 630-unit community.
• Maintained occupancy rates between 93%–100% across multi-year tenure through strong client relationships and proactive resident engagement.
• Reduced resident turnover by 35%, improving property stability and reducing operational costs associated with unit turns.
• Hired, developed, and mentored staff. Four direct reports promoted to management roles during tenure.
• Earned Rising Star distinction within 3 years, recognized for outstanding contributions to community engagement and operational growth. EDUCATION
August 2011
Carroll Community College, Westminster, MD
June 2009
South Carroll High School, Sykesville, MD
CONTACT
Glen Burnie, MD 21061
********.*.*******@*****.***
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