Charlene Thomas-Wells
Auburn,WA
Summary
Experienced regional property management professional with a record of leading multi-site operations, improving compliance, and supporting financial control. Skilled in vendor coordination, reporting, and team development. Focused on stable occupancy, efficient workflows, and resident satisfaction.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Community Director
Cirrus Asset Management
Federal Way, WA
02.2023 - 05.2025
- Coordinated daily property operations, ensuring resident needs, lease compliance, and service standards were consistently met.
- Oversaw lease renewals, move-ins, and move-outs while maintaining accurate resident records and documentation.
- Managed vendor relationships, work orders, and maintenance follow-up to support timely community resolution.
- Reviewed budgets, invoices, and expense controls to support financial accuracy and operational efficiency.
- Lease up of 350 unit affordable housing community
Assistant Regional Manager
Meritus Property Group
Tacoma, WA
01.2022 - 03.2023
- Coordinated regional property operations, ensuring consistent execution of leasing, resident service, and compliance standards.
- Monitored occupancy trends and support plans to strengthen portfolio performance and maintain stable leasing activity.
- Prepared performance reports for leadership, translating site data into clear operational recommendations.
- Supported property managers with budget reviews, expense tracking, and variance analysis for regional properties.
- Reviewed property audits and inspections to identify process gaps and reinforce regulatory compliance.
- Negotiated contracts with vendors, securing favorable terms for cost savings and timely deliveries of supplies or services.
- Cultivated a positive work environment through team-building exercises and open channels of communication.
- Developed budgets and financial projections for regional activities, maintaining fiscal responsibility.
- Streamlined operations with effective communication between regional offices and headquarters.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Oversaw property managers, reinforcing leasing execution, resident service, and compliance expectations.
- Reviewed budgets, controlled expenses, and supported forecast planning across assigned communities.
- Resolved escalated resident and vendor issues, protecting service quality and retention.
- Coordinated property inspections, maintenance follow-up, and corrective action tracking.
- Trained site teams on policies, systems, and procedures to improve accountability.
- Led efforts towards achieving monthly targets consistently through strategic planning and resource allocation.
- Boosted employee morale through regular feedback sessions and opportunities for professional growth.
Community Director
FPI Management
Federal Way, WA
02.2021 - 12.2022
- Collaborated with leasing, maintenance, and regional teams to improve community performance and workflow consistency.
- Monitored occupancy trends and renewal activity to support retention efforts and leasing goals.
- Enforced company policies, fair housing practices, and safety procedures across community operations.
- Responded to resident concerns and escalations with clear communication and effective conflict resolution.
- Trained newly hired personnel on best practices and essential knowledge required for their roles.
- Adhered to state regulations during daily operations which ensured compliance with housing laws.
- Fostered positive relationships with residents by addressing concerns promptly and effectively.
- Increased community engagement by planning and executing various events and initiatives.
- Implemented innovative marketing strategies to attract new residents and increase occupancy rates.
- Managed budgets for community programs, ensuring optimal allocation of resources for maximum impact.
- Prepared and processed applications, initial payments and security documentation for new residents.
- Kept properties in compliance with local, state, and federal regulations.
- Completed annual rent calculations using housing database software.
- Delivered emergency 24-hour on-call service for tenants on building issues.
Regional Manager
Cambridge Management
Tacoma, WA
01.2019 - 12.2020
- Directed multi-site operations, aligning regional priorities with organizational standards and service goals.
- Implemented process improvements to strengthen budgeting, reporting, and operational control.
- Oversaw property performance, resolving issues quickly and maintaining consistent resident satisfaction.
- Mentored onsite teams, reinforcing accountability, communication, and best practices across locations.
- Coordinated compliance efforts, ensuring adherence to policies, inspections, and regulatory requirements.
- Collaborated with vendors and internal partners to support maintenance, turnover, and service delivery.
- Led staffing decisions, supporting recruitment, training, and performance management for field teams.
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Established and maintained operational standards for 11 locations.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Senior Community Manager
Grand Peaks Properties
Lakewood, WA
08.2012 - 03.2018
- Directed daily community operations, ensuring resident satisfaction and policy compliance across property activities.
- Supervised leasing, renewals, and move-in coordination to support occupancy goals and service consistency.
- Coordinated maintenance requests with onsite teams, improving turnaround and community responsiveness.
- Managed budgeting, invoice review, and expense tracking to support financial accuracy and control.
- Resolved resident concerns promptly, maintaining positive relationships and reducing escalated service issues.
- Trained and mentored onsite staff on procedures, communication standards, and resident service expectations.
- Monitored rent collections, delinquency follow-up, and account records to maintain portfolio performance.
- Implemented community engagement initiatives and property inspections to strengthen resident retention and operational quality.
- Directed crisis management efforts during challenging situations, mitigating potential negative impacts on the organization's image or membership base.
- Actively listened to feedback from community members, addressing concerns promptly while maintaining professional integrity.
- Worked with maintenance staff to complete timely repairs and enhancements.
- Maintained knowledge on lease and renewal rates to advocate for appropriate changes.
- Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
- Produced reports about community activities to keep owners, directors and property managers informed.
- Planned and executed promotional activities to drive community engagement and increase occupancy numbers.
- Evaluated property conditions and recommended improvements.
- Monitored community activities and maintained compliance with relevant laws, regulations and codes.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Collected and maintained careful records of rental payments and payment dates.
- Communicated effectively with owners, residents, and on-site associates.
- Coordinated appointments to show marketed properties.
- Kept properties in compliance with local, state, and federal regulations.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Handled all assets in Washington and Oregon while working directly under the company President
- Created and managed budgets for all assets
Education
No Degree - Cosmetology
Clover Park Technical College
Lakewood, WASkills
- Tenant relations
- Money handling
- Documentation skills
- Community engagement
- Property maintenance
- Activity planning
- Event management
- Background checking
- Document management
- Policy analysis
- Performance improvement
- Budget control
- Application management
- Budget administration
- Fair housing compliance
- Marketing implementation
- Office staff oversight
- Diversity awareness
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Customer service
- Property inspections
- Adaptability and flexibility
- Tenant and eviction laws
- Property tours and inspections
- Microsoft office
- Property management
- Leasing and sales
- Multi-family property management
- Financial budgeting and reporting
- Conflict resolution
- Operations management
- Fair housing mandates
- Performance metrics
- Dispute handling
- Team leadership
- Complex Problem-solving
- Strategic planning
- Complaints investigation
- Staff supervision
- Adaptability
Certification
Certified Credit Compliance Professional
Timeline
Community Director
Cirrus Asset Management
02.2023 - 05.2025
Assistant Regional Manager
Meritus Property Group
01.2022 - 03.2023
Community Director
FPI Management
02.2021 - 12.2022
Regional Manager
Cambridge Management
01.2019 - 12.2020
Senior Community Manager
Grand Peaks Properties
08.2012 - 03.2018
No Degree - Cosmetology
Clover Park Technical College