Esther Cisneros, CMCA®

I currently lead operations and community growth for a large-scale master-planned community in active new development.

Handled a wide range of responsibilities to facilitate HOA operations and Board initiatives. Worked closely with Board members to support community governance, strategic planning, and community operations. Prepared Board packets, meeting minutes, and logistic materials for Board and committee meetings. Additionally, I led and facilitated Board sessions by presenting key updates and ensuring timely decisions. Managed all resident communication, including newsletters, mass emails and timely updates. Completed annual processes such as budgeting, insurance renewal, audits, tax filings, etc.

Supported the Community Manager with community operations including but not limited to board approvals for maintenance projects, creation of logistic materials, landscape walks and community engagement. Handled day to day communication with homeowners and vendors. Did regular site inspections, issued work orders, enforced community rules, and tracked maintenance progress. Led board meetings when needed, presented agenda items at board meetings, documented minutes, and coordinated special projects. Assisted with other admin tasks such as approving invoices, processing enforcement and architectural letters, project oversight, work order management, within other items.

Supported the Director of Client Experience during RSS rollout. Assisted with training for new associates on Zendesk and ticket handling in addition to creating SOP’s for the team. Provided support to community managers, homeowners, and vendors.

Worked with the Client Services Manager on key projects like launching RSS in new markets, analyzing NPS scores, and creating training materials for the care center team. Trained associates on tools like Zendesk, NPS platforms, and social media. Managed and reported on social media engagement, associate performance metrics, and customer feedback from NPS surveys.