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Carole Rice

@carolerice

Customer success and operations leader who turned around a 12-property portfolio from 48% to 92% occupancy.

At SUNRIDGE, I managed retention for a 12-property portfolio and improved occupancy from about 48% to 92%. I worked with executives and owners on property-specific solutions and coached staff to strengthen on-site execution.

At PRIVATELY HELD COMPANY - CONFIDENTIAL, I provided company-wide operational leadership and coordinated domestic and international vendors from concept through finished production. I developed and launched a complete product line, including promotional materials, launch execution, and customer education.

At JANI-KING, I helped win and retain an at-risk North American client for more than seven years by learning what had gone wrong, planning with the Operations Team, and aligning franchise owners with customer needs. I also created and conducted sales-team training programs.

Experience

Work history, roles, and key accomplishments

Operations Leadership

Privately Held Company - Confidential

Jan 2018 - Jan 2026 (8 years)

Provided company-wide operational leadership across product development, manufacturing, vendor relations, employee development, inventory, customer experience, and brand growth. Built operational systems and delivered employee training that strengthened workflow consistency and organizational efficiency.

Operational Leadership Product Development Manufacturing Vendor Relations Corporate Trainer Inventory Management Customer Experience Brand Growth

Luxury Client Relations

Neiman Marcus

Jan 2014 - Jan 2019 (5 years)

Built lasting relationships with exclusive clients through personalized service, needs discovery, and follow-through. Selected within 4-5 months to train individuals and teams; consistently delivered ~40% against an 11% performance goal.

Client Relations Personalized Services Needs discovery Training Sales Performance

Regional Manager

Sunridge

Jan 2012 - Jan 2014 (2 years)

Managed portfolio retention for 12 Class C properties; improved occupancy from ~48% to 92%. Drove retention through personal calls, face-to-face visits, and 24/7 availability.

Property Management Retention Occupancy Improvement Client Relations Staff Coaching Compliance Auditing

Scheduling

Ellis Property Management Services (EPMS)

Jan 2007 - Jan 2014 (7 years)

Coordinated scheduling for a nationwide contractor network across all 50 states. Selected within a year to train team members and help expand the department (6-8 schedulers).

Scheduling Contract Operations Training Google Workspace Tools Social Media Email Campaigns Direct Mail

Property Turnaround

Protea

Jan 2005 - Jan 2007 (2 years)

Headhunted to reverse a property below 70% occupancy for 5+ years; reached 100% in 4 1/2 months, 106% pre-leased in 5 1/2 months. Redirected ~$35K per year in underutilized marketing funds to higher-performing channels.

Property Turnaround Multi Property Operations Budget Management Revenue Management Marketing Lead Management

Operations

Jani-King

Jan 1996 - Jan 2003 (7 years)

Helped win and retain an at-risk North American client for 7+ years by learning what had gone wrong, building a plan with the operations team, and aligning franchise owners to deliver it. Created and conducted sales-team training programs; averaged an 83% sales closing ratio.

Operations Sales Business Development Training Customer Retention Sales Closing