ABBEY MARTINSON
Minneapolis,MN
Summary
Customer experience and operations professional with 8+ years of experience in leasing, resident retention, hospitality-focused service, training, and CRM operations. Proven success leading customer engagement initiatives, supporting new property openings, training teams, and improving client satisfaction across fast-paced environments. Skilled in relationship management, sales strategy, operations coordination, and software implementation.
Overview
9
9
years of professional experience
Work History
Portfolio Leasing and Retention Manager
Sherman Associates
Minneapolis, MN
08.2018 - Current
- Lead resident retention and customer experience initiatives across market-rate and affordable housing communities.
- Assist with successful lease-ups and support branding, model setup, and presentation standards for new developments.
- Collaborate with marketing teams on advertising campaigns, sales strategy, and monthly portfolio performance reporting.
- Plan and support resident events, engagement programs, and partnerships with local businesses to enhance community experience.
- Lead company-wide initiatives focused on CRM systems, AI integration, virtual leasing, and resident experience improvements.
- Train and onboard employees in leasing operations, CRM systems, customer service, sales techniques, and property tours.
- Research and implement new technology and operational tools to improve efficiency and customer satisfaction.
- Analyzed customer feedback to enhance retention strategies and improve satisfaction rates.
- Implemented loyalty programs that increased customer retention across multiple properties.
Assistant Manager
Soderberg Apartment Specialists
Brooklyn Center, MN
05.2018 - 06.2018
- Resolved resident concerns and coordinated maintenance follow-up.
- Conducted move-out inspections and supported daily property operations.
- Delivered professional customer service in a fast-paced environment.
Leasing Consultant
The Excelsior Group
St. Louis Park, MN
01.2017 - 05.2018
- Conducted property tours and converted prospects into signed leases.
- Helped maintain property presentation and customer experience standards.
- Assisted with pricing strategy and consistently achieved leasing goals.
Education
Diploma -
Thomas Jefferson High School
06-2016
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Normandale Community College
Bloomington, MN01-2016
Skills
- Customer Experience & Retention
- Hospitality & Relationship Management
- CRM & Property Management Software
- Employee Training & Onboarding
- Sales & Operations Coordination
- Marketing & Brand Presentation
- Event Planning & Community Engagement
- Communication & Problem Solving
- Team Collaboration & Leadership
Timeline
Portfolio Leasing and Retention Manager
Sherman Associates
08.2018 - Current
Assistant Manager
Soderberg Apartment Specialists
05.2018 - 06.2018
Leasing Consultant
The Excelsior Group
01.2017 - 05.2018
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Normandale Community College
Diploma -
Thomas Jefferson High School
AWARDS & RECOGNITION
MADACS Award Winner (2020) – Leasing Consultant, Multiple Sites
MADACS Award Nominee (2024) – Corporate Support