SHEENA GAY
Washington,DC
Summary
Strategic, results-driven Client Success Leader with 10+ years of experience in relationship management, operations, and account retention. Adept at managing high-value accounts, identifying growth opportunities, and aligning product value with client business goals. Proven success in driving customer loyalty, mitigating churn risk, and owning the full customer lifecycle, from onboarding and training to renewals and upsells. Highly effective in collaborating with executives, sales, and technical teams to ensure customer satisfaction and long-term revenue growth. Passionate about delivering excellence in service, metrics-driven success plans, and customer advocacy.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Property Manager
CHANNEL SQUARE APARTMENTS
Washington, USA
11.2023 - Current
- Served as strategic account owner for 200-unit property, responsible for full client lifecycle including onboarding, satisfaction, and retention.
- Developed resident success plans to reduce turnover and increase long-term engagement; improved retention rates by 15%.
- Partnered with maintenance, compliance, and executive leadership to resolve escalations swiftly and drive customer-first outcomes.
- Utilized property data and tenant feedback to identify pain points and proactively develop service improvements.
- Owned tenant relationships at senior levels, building trust and credibility with stakeholders and vendors alike.
- Mentored staff in customer service excellence and client issue resolution, creating a culture of accountability and responsiveness.
Real Estate Agent
KELLER WILLIAMS CAPITAL PROPERTIES
Washington, USA
09.2019 - Current
- Acted as a strategic advisor to buyers and sellers, managing the full lifecycle of client engagements valued over $1M+.
- Built and maintained long-term client relationships through trust-based consultation, education, and value delivery.
- Managed high-stakes negotiations and guided clients through complex decisions with confidence and clarity.
- Created tailored marketing and client communication strategies to increase visibility, engagement, and close rates.
- Conducted needs assessments and customized service offerings to ensure an excellent customer experience—mirroring SaaS onboarding and retention workflows.
- Leveraged CRM tools and digital platforms to manage pipelines, client data, and post-sale engagement.
Property Manager
THE RESIDENCES AT ST ELIZABETH EAST
Washington, USA
01.2021 - 09.2022
- Led a team managing HUD-regulated and tax credit properties, ensuring contract compliance and proactive issue resolution.
- Implemented resident engagement initiatives that reduced reporting errors by 20% and improved satisfaction scores.
- Mentored staff in client communication and issue tracking, fostering a culture of accountability and service excellence.
- Owned daily operations while ensuring performance metrics aligned with program expectations and stakeholder goals.
Assistant Property Manager
THE RESIDENCES AT ST ELIZABETH EAST
Washington, USA
08.2019 - 01.2021
- Supported the Property Manager in daily operations, including leasing, tenant relations, and administrative duties.
- Supervised leasing staff, ensuring timely follow-ups and achieving occupancy goals.
- Maintained accurate financial and operational records, including delinquency reports and move-in/move-out tracking.
Supervisory Contact Specialist
OFFICE OF CONTRACTING AND PROCUREMENT
Washington, USA
06.2014 - 08.2019
- Oversaw multi-agent support teams and led high-volume contact center operations, improving customer experience through performance tracking and process optimization.
- Designed and delivered executive-level reports on customer satisfaction metrics, fiscal performance, and support resolution timelines.
- Took ownership of complex customer issues and coached team members on managing challenging client situations with professionalism and speed.
- Developed and implemented strategic initiatives that improved service delivery and increased client satisfaction.
Customer Care Supervisor
TOTAL WINE & MORE
Potomac, USA
07.2011 - 06.2014
- Played a lead role in launching a national customer support center, establishing scalable processes and KPIs for success.
- Managed customer care resources and team schedules to ensure SLA adherence and optimal service delivery.
- Tracked performance analytics and implemented feedback loops to drive continuous improvement in the customer journey.
Education
Some College (No Degree) - Studied Business Administration
University of The District of Columbia
Washington, DCSkills
- Customer Relationship Management (CRM)
- Account Ownership & Client Retention
- Cross-Functional Team Leadership
- Data-Driven Decision Making & Reporting
- Process Improvement & Operational Efficiency
- Project & Task Management (Customer Onboarding Support)
- Stakeholder Communication & Executive Reporting
- Problem Solving & Escalation Management
- Contract Negotiation & Vendor Coordination
- Property & Portfolio Management Expertise
- SaaS Platform Support & Technical Issue Resolution
- Regulatory Compliance & Risk Mitigation
- Platforms: Yardi RealPage (Onesite) RCC (Rent Control) Paycom InContact Microsoft Office Suite Google Workspace CRM Tools (Salesforce or similar)
Certification
- Asbestos Certification
- Real Estate License (District of Columbia)
Accomplishments
- Operational Optimization: Improved operational processes at Channel Square (Habitat America), reducing DOB infractions and significantly increasing resident satisfaction.
- Revenue Generation: Closed over $1M in real estate sales with Keller Williams Capital Properties, streamlining transaction processes to accelerate deal flow and enhance client experience.
- Occupancy Leadership: Earned Million Dollar Club recognition at The Residences at St. Elizabeths East (Flaherty & Collins) for generating over $1M in revenue and maintaining 100% occupancy at a newly constructed residential property.
Timeline
Property Manager
CHANNEL SQUARE APARTMENTS
11.2023 - Current
Property Manager
THE RESIDENCES AT ST ELIZABETH EAST
01.2021 - 09.2022
Real Estate Agent
KELLER WILLIAMS CAPITAL PROPERTIES
09.2019 - Current
Assistant Property Manager
THE RESIDENCES AT ST ELIZABETH EAST
08.2019 - 01.2021
Supervisory Contact Specialist
OFFICE OF CONTRACTING AND PROCUREMENT
06.2014 - 08.2019
Customer Care Supervisor
TOTAL WINE & MORE
07.2011 - 06.2014
Some College (No Degree) - Studied Business Administration
University of The District of Columbia
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