Mariah Krolak
The Colony,TX
Summary
Results-driven Customer Experience Manager with a proven track record in fostering resident relations, implementing effective retention strategies, and ensuring community compliance. Expertise in proactive conflict resolution and resident engagement consistently leads to retention rates exceeding 55%, effectively supporting occupancy goals. Experienced in conducting thorough property and compliance audits to identify risks, enforce standards, and safeguard asset performance. Recognized for seamless collaboration with maintenance teams, ensuring timely service delivery while balancing operational efficiency with exceptional customer service in dynamic residential settings.
Overview
6
6
years of professional experience
Work History
Customer Experience Manager
Billingsley Property Management
The Sound
05.2024 - 04.2026
- Proactively managed resident communications, resolving conflicts efficiently to maintain positive community relationships
- Led resident retention initiatives through strategic engagement, consistently achieving a 55%+ retention rate to support occupancy targets
- Conducted daily property audits to identify risks, ensure compliance, and uphold community standards
- Performed routine violation audits to support both financial performance and property compliance goals
- Collaborated closely with the Service Manager and maintenance team to ensure timely resolution of resident needs and enhance overall satisfaction
Leasing Consultant
Billingsley Property Management
Dallas, TX
04.2022 - 05.2024
- Customer Interaction: Engaging with potential residents, providing information about our property while cultivating an elevated touring experience highlighting features of homes and state of the art amenities based on the needs of the individual.
- Resident Relations: Demonstrating Billingsley Standards of Excellent, by Standing and Greeting and addressing concerns of residents, and anticipating needs.
- Lease Administration: Utilizing Rent Cafe, CRM & Yardi to generate legal documentation for both new and current residents.
- Lease Renewals Managing Lease Renewals for myself and colleagues by fostering positive relationships with residents resulting in a high a retention rate
General Merchandise Team Lead
Target
10.2020 - 10.2021
- Managed 30 Team Members daily working in General Merchandise Departments including Small Appliances, Decorative Home, Domestics, and Stationary.
- Increased profitable revenues upwards of 15% YTD in Decorative Home and Domestics in 2020 Fiscal Year, through effective analyzation of sales trends and effective adaption of sale tactics in total stores 70 million dollar yearly revenue.
- Modernized Team Member routines and development through extensive and consistent trainings focused on Guest Centered Cultures resulting in sale revenues increasing towards 10% YTD in Small Appliances in 2020 Fiscal Year.
Education
Bachelors of Science - Dietetics
Arizona State University
Tempe, AZ05-2015
Skills
- Interpersonal Skills
- Proficient in Real Page & Yardi
- Conflict Resolution
- Strategic planning
- Leasing and Sales
- Application processing
- Move-In Coordination
- Community Engagement
- Resident Retention Programs
Timeline
Customer Experience Manager
Billingsley Property Management
05.2024 - 04.2026
Leasing Consultant
Billingsley Property Management
04.2022 - 05.2024
General Merchandise Team Lead
Target
10.2020 - 10.2021
Bachelors of Science - Dietetics
Arizona State University