PATRICIA DORAN
Atlanta,GA
Summary
Customer-focused real estate executive with deep operational expertise across major U.S. markets. Known for building high-performing teams, optimizing net operating income, and implementing service-first strategies that drive resident satisfaction and retention. Early adopter of Net Promoter Score (NPS) principles, with a proven track record of aligning operational efficiency with outstanding customer experiences. Currently retired and open to select consulting, part-time, or advisory opportunities in real estate operations and customer experience.
Overview
23
23
years of professional experience
Work History
Regional Vice President
Progress Residential
01.2018 - 11.2024
- Oversaw a portfolio of 25,000 single-family homes and managed a 300-member team across six markets in the Southeast and Southwest.
- Directed operations, construction, and services departments, ensuring coordinated execution of organizational goals.
- Drove improvements in delinquency rates and collections, strengthening financial health and resident confidence.
- Maintained strong regional performance, surpassing all KPIs year after year.
- Championed a service-first culture, enhancing resident satisfaction and reputation scores across all markets.
Senior Vice President
Waterton Residential
01.2014 - 12.2017
- Led operations for 5,000 units in GA, FL, and TX, with indirect oversight of an additional 4,000 units along the East Coast.
- Managed over 150 employees, including three Regional Managers and one AVP.
- Achieved NOI targets totaling $70M through strategic execution and resident-centric policies.
- Rolled out 'Resitality,' a resident experience platform that raised satisfaction scores to 4.5/5 (target: 4.2).
- Provided critical insight during acquisitions, rental rate analysis, and value-add renovation projects.
Senior Vice President of Property Operations
Cortland Partners
Atlanta, GA
01.2013 - 01.2014
- Launched foundational operating systems and teams during early growth stage.
- Hired and developed high-performing talent aligned with customer-first values.
- Partnered with the COO to select tools for revenue management, LMS, and onboarding.
Vice President of Operations / Company Officer
Archstone
01.2002 - 01.2013
- Directed operations in GA, FL, AL, TN, and NC, with additional oversight of major projects in Philadelphia and Boston.
- Managed 3,000 stabilized units and multiple development/renovation projects, including 300-unit repositioning in Boca Raton.
- Surpassed NOI targets by up to 3% YOY through efficient operations and service excellence.
- Partnered in acquisition/disposition of over 8,500 units.
- Led New York portfolio during VP's leave, overseeing 4,500 units and 16.8% of company NOI.
- Improved NPS by leading cross-functional collaboration among Operations, Marketing, HR, and Training.
- Member of core team that designed company-wide customer service standards.
- Collaborated directly with Fred Reichheld on integrating NPS to measure and improve resident satisfaction.
Education
Bachelor of Arts - Communicative Disorders
University of Wisconsin-Eau Claire
Skills
- Customer Experience Strategy
- Net Operating Income Optimization
- Resident Retention & Satisfaction
- Budget Strategy & Financial Management
Affiliations
- Member, Atlanta Apartment Association
- Member, National Apartment Association
- Member, National Rental Home Council
Community Service
- Atlanta Food Bank
- Quinn House
- Habitat for Humanity
Customer Service Highlights
- Rolled out 'Resitality' platform, lifting satisfaction scores to 4.5/5 (above 4.2 goal).
- Implemented Net Promoter Score methodology across regions, improving survey and loyalty metrics.
- Built a culture of accountability and resident-first thinking to increase renewal rates and customer loyalty.
Timeline
Regional Vice President
Progress Residential
01.2018 - 11.2024
Senior Vice President
Waterton Residential
01.2014 - 12.2017
Senior Vice President of Property Operations
Cortland Partners
01.2013 - 01.2014
Vice President of Operations / Company Officer
Archstone
01.2002 - 01.2013
Bachelor of Arts - Communicative Disorders
University of Wisconsin-Eau Claire
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