SHELLEY BELL
Customer Success Manager
WESTMINSTER,CA
Summary
Results-oriented Customer Success Manager with experience in building strong client relationships. Over the past 10 years, I have consistently optimized operations, improved tenant satisfaction, and boosted financial growth by 20% yearly. I am organized, proactive, and great at managing multiple moving parts at the same time.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Customer Success Club
03.2025 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Property Manager
Athena Property Management
10.2024 - 04.2025
- Managed 7 strip malls with budgets of up to $1.5 million. Coordinated communication between the owners of each property and the principals at Athena Property Management. Enhanced communication internally and externally. My assigned properties have increased customer satisfaction and retention, and profits have increased by 7% in the first quarter. I found expenses that were not classified correctly. I am data-driven and result-oriented.
- Led daily team coordination efforts, enhancing communication and collaboration, which improved overall departmental efficiency and reduced project delays by 15% within a year.
- Implemented a proactive tenant feedback system, leading to a 30% reduction in escalated issues within 6 months, improving overall tenant relations retention.
- Increased owner satisfaction by 10% within a year by implementing a structured communication strategy that ensures timely updates and transparency.
Assistant Real Estate Manager
Coreland Companies
10.2021 - 10.2024
- Working in a satellite office in Brea with a team of 3 supporting 8 open-air shopping centers. Involved in new developments and expansions to increase net operating income for owners. This position required you to be an organized person who can serve as a trusted advisor to tenants, owners, and their customers. Must be able to diffuse situations with a vast array of people from all walks of life. I am consistent with follow-up on open items and items outstanding. Coordinate with internal teams at corporate to ensure client requirements are fulfilled and be able to report timely on all progress on client goals. Increased revenue by 20% annually.
- Established a streamlined communication process for tenants, fostering trust and satisfaction, which led to a 25% improvement in tenant retention rates within a year.
- Created a comprehensive vendor contract tracking system that improved project readiness and enhanced stakeholder trust through transparent communication.
- Developed a tenant engagement program that improved communication and trust, significantly reducing tenant turnover and fostering a positive community atmosphere.
Assistant General Manager
Jones Lang Lasalle, Americas, Inc.
01.2017 - 01.2020
- Teamed with the General Manager on a multi-million-dollar shopping center renovation. This renovation required organization and a proactive approach with multiple moving parts. I implemented an onboarding process for tenants to be sure all clients had a smooth process, allowing for an ability to hit the ground running for success at opening. Manage B2B and B2C relationships to teach tenants to drive customer engagement, to know who their customers are, and look to customer retention to assure a growing sales base. This position enabled me to be the trusted advisor, and tenants came to me for any expansion plans. This gave me the ability to keep a high occupancy and drive to increase revenue for the owner. Organized all aspects of operations for optimal efficiency. Developed budget, forecasts, rent collections, variance analysis, and expense control to meet operational financial expectations. I thrived in this position as I maintained all tenants, encouraged communication with internal and external stakeholders.
- Optimized daily operations of the shopping center, resulting in a 10% reduction in operational costs through strategic resource allocation within a year.
- Fostered collaboration among cross-functional teams, resulting in streamlined lease negotiations that improved overall operational efficiency and stakeholder satisfaction.
- Developed and implemented strategic tenant engagement programs, leading to a 20% boost in retention rates within 6 months through proactive outreach.
Project Manager & Specialty Leasing Manager, Westfield Los Angeles Portfolio
Westfield, LLC
01.2010 - 01.2017
- Advanced from Specialty Leasing into a portfolio-wide leadership role, overseeing projects across 30+ shopping centers and flagship malls totaling 1.4M+ sq. ft. of GLA. Directed common area operations, spearheaded enterprise-level initiatives, and built strong relationships with internal and external stakeholders. Consistently achieved financial objectives through disciplined expense control, capital budget management, contribution to annual budget planning, P&L analysis, and rent optimization. Progressed into a high-performing Customer Success Manager role by refining operational processes and elevating client service. Served as an accountable for multiple Shopping Center Services, from concept to design through staffing and execution. Implemented technology tools that empowered concierge teams to engage effectively with a multilingual customer base, enhancing overall customer experience.
- Boosted event attendance by 30% within 3 months by implementing targeted social media campaigns and optimizing tenant collaboration for website content.
- Managed over 50 client accounts, enhancing satisfaction by 20% through data-driven strategies and proactive communication within a year.
Sales Manager
Dell (ASAP Software), (Borland), (Starbase)
01.2001 - 01.2010
- Consistently recognized as a Top Producer and honored with annual President’s Club awards. Maintained strong sales volumes and optimized product mix while adapting to shifting market trends. Expert at quickly identifying client needs and demonstrating how our software drives efficiency and success across diverse industries. Known for disciplined follow-up, creative outreach strategies, and relationship-building skills that converted prospects into long-term customers. Performance consistency directly contributed to increased top-line revenue year-over-year.
- Enhanced client engagement initiatives, resulting in a 30% boost in customer satisfaction within 6 months by implementing personalized outreach tactics.
- Implemented targeted outreach initiatives that enhanced customer engagement, leading to a 30% boost in sales conversions within 6 months.
Education
M.B.A. -
University of Phoenix
Costa Mesa, California01.2011
B.S. - Hotel and Business Administration
University of Nevada Las Vegas
Las Vegas, Nevada01.1985
Customer Success Club
Skills
- Active Listening, Communication Skills, Customer Onboarding, Customer Retention, Feedback Gathering, Hoot Suite, Microsoft Office Suite, MRI Accounting Software, Proactive Problem Solving, Product Expertise, Relationship Building, Team Collaboration, Upselling Techniques, Yardi
- COMPUTER SKILLS: Microsoft Office, Google Docs, Perplexity, Loom, MRI, Yardi, Salesforce
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- Customer advocacy
- Strategic planning
- Account management
- Customer needs assessment
- Training and mentoring
- Revenue growth
Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Documented and resolved [Issue] which led to [Results].
- Collaborated with team of [Number] in the development of [Project name].
- Supervised team of [Number] staff members.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Certification
- Real Estate Salesperson License #02141459 09/2021 - Present
- CA Department of Real Estate
- REAL ESTATE SALESPERSON LICENSE #02141459 09/2021
- SPI Solution Selling
- Miller Heiman Sales Training
- Specialty Leasing Designation
Languages
English
Full Professional
Timeline
Customer Success Manager
Customer Success Club
03.2025 - Current
Property Manager
Athena Property Management
10.2024 - 04.2025
Assistant Real Estate Manager
Coreland Companies
10.2021 - 10.2024
Assistant General Manager
Jones Lang Lasalle, Americas, Inc.
01.2017 - 01.2020
Project Manager & Specialty Leasing Manager, Westfield Los Angeles Portfolio
Westfield, LLC
01.2010 - 01.2017
Sales Manager
Dell (ASAP Software), (Borland), (Starbase)
01.2001 - 01.2010
B.S. - Hotel and Business Administration
University of Nevada Las Vegas
M.B.A. -
University of Phoenix
Customer Success Club
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