Whether hand-crafting custom welcome baskets for residents moving into newly renovated apartments or sitting quietly to ease a tenant’s moving anxiety, Christina Smith, Relocation Manager, brings a deeply personalized touch to everything she does. Her positivity and empathy have earned her recognition as LHP Capital’s Positive Resident Experience (PRE) Leader—an honor celebrating team members who deliver outstanding service to every resident and make a meaningful difference in the communities they serve.
Christina’s journey to LHP is anything but traditional. She began her career as a first-grade teacher before spending years in sales and call center management. In 2024, she joined LHP as a leasing agent at the John Sevier Center before transitioning a year later to corporate property management.
Though new to affordable housing at the time, Christina’s experience managing 160 call center employees and wrangling a room full of energetic first-graders equipped her perfectly to steer residents through major renovations.
“Christina works hard to remember names of residents, movers and staff and so she is intentional with every conversation,” says Kimberly Avon, Director of Relocation. “Rehabs are not known to be easy work, but she chooses a fun, positive approach with everything that comes her way.”
Managing relocations is a physically, mentally, and emotionally demanding role, but Christina finds it tremendously fulfilling. Her formula for easing stress centers on availability, active listening, and genuine empathy. When tempers or anxieties flare, Christina relies on a simple philosophy: listen to understand.
“Nine times out of ten, what they’re saying isn’t the actual problem,” she explains. “There’s something underlying. If you listen with the intent to understand, it usually resolves itself.”
While seamless move-ins are a technical win, it’s the human transformations that stay with Christina. She recalls spending time encouraging a resident who was overwhelmed by her living space and reassuring her of what she was capable of achieving. Returning later to find an apartment that was once in near-hoarding condition completely spotless and ready for move-in day stands out as one of her proudest moments.
For Christina, the greatest reward isn’t just a successful move—it’s being greeted with a warm smile or an update on life when she returns to a property.
“In a little way, I may have touched a life,” Christina says. “That’s my favorite part.”
Congratulations, Christina, on this well-deserved award—and thank you for the heart and care you bring to our communities every day!
Providing a positive experience for every resident is our top priority! PRE Leaders receive a $100 gift card and our thanks for being stewards of our company’s excellent customer service.
Do you know someone who deserves to be recognized as a PRE Leader? All employees are eligible for the PRE Leader award, and all are welcome to nominate another employee for the award. To nominate someone for the award, send an e-mail to TheScruff@LHP.net.
