Shayla Fugate
Atlanta
Summary
Customer-focused professional with 17 years of experience helping clients succeed across real estate, coworking, banking, and hospitality. Known for building strong relationships, guiding customers through onboarding and account management, and driving retention with measurable results (90%+ NPS, 95% occupancy, 22% upsell rates). Skilled in CRM tools including Salesforce, SAP CX, and Yardi, and currently completing CCSM certification to further strengthen Customer Success expertise.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Leasing Consultant
Mill Creek Residential Trust LLC
Atlanta
12.2023 - Current
- Managed relationships with 200+ residents and prospects as the primary point of contact for onboarding, engagement, and ongoing support—earning recognition as the top individual mentioned in resident reviews and contributing to an ORA score ranked in the top 1% nationally.
- Drove retention and customer loyalty by proactively addressing customer needs, delivering tailored solutions, and ensuring a positive customer lifecycle experience—sustaining 95% occupancy in a challenging market.
- Ranked among the Top 20 sales performers company-wide for 2 consecutive years, recognized for building trust, driving renewals, and balancing sales excellence with long-term customer satisfaction.
- Partnered cross-functionally with management, vendors, and regional teams to resolve escalations, streamline communication, and implement improvements—enhancing customer experience and supporting renewals and satisfaction goals.
Interim Community Manager
Spaces
Sandy Springs
12.2022 - 11.2023
- Managed a portfolio of 160+ clients (38 onsite, 120+ virtual/part-time), acting as the primary point of contact for onboarding, engagement, and ongoing support—maintaining a 90%+ Net Promoter Score (NPS).
- Drove retention and customer loyalty, contributing to an 83% renewal rate by delivering measurable value, providing customized problem-solving, and ensuring a seamless customer lifecycle experience.
- Increased account expansion and product adoption by upselling 22% of long-term clients, leveraging process improvements and customer insights to align solutions with business needs and maximize value delivery.
Client Solutions Specialist
Capital One
Laurel
07.2021 - 06.2022
- Handled 80–100 customer interactions daily, guiding clients through account setup, product adoption, and issue resolution while maintaining an average resolution time under 4 minutes in a fast-paced environment.
- Consistently exceeded Net Promoter Score (NPS) benchmarks, contributing to a team average of 94% (+10–12% above company standard), by delivering empathetic, solutions-focused service that strengthened customer trust and retention.
- Partnered with cross-functional teams (fraud, lending, and technical support) to resolve hundreds of escalations monthly, streamlining processes and enhancing the onboarding, engagement, and retention experience across the customer lifecycle.
Education
Certified Customer Success Manager - CCSM #1
Success Coaching
Atlanta, GA 09.2025 - 09.2025
Bachelor of Arts - Public Relations
Howard University
Washington, DC 08.2007 - 12.2012
Skills
- Customer Success & Relationship Management
- Account Management, Retention & Renewals
- Customer Onboarding & Lifecycle Management
- Consultative Sales, Upselling & Expansion
- CRM Expertise: Salesforce Trailhead Badges, SAP CX Learning Journey, Yardi, Entrata, On-Site, Follow Up Boss
- Escalation Resolution & Conflict Management
- Process Improvement & Operational Excellence
- Cross-Functional Collaboration & Stakeholder Communication
- Customer Engagement & Advocacy
- Marketing Communications & Event Activation
Timeline
Certified Customer Success Manager - CCSM #1
Success Coaching
09.2025 - 09.2025
Leasing Consultant
Mill Creek Residential Trust LLC
12.2023 - Current
Interim Community Manager
Spaces
12.2022 - 11.2023
Client Solutions Specialist
Capital One
07.2021 - 06.2022
Bachelor of Arts - Public Relations
Howard University
08.2007 - 12.2012