Heather C.

• Directed three departments with 15 direct reports for a master-planned HOA of 4,500 homes. • Supported GM in the management of $25M+ operational and reserve budgets, preparing and analyzing financial reports. • Managed procurement and oversight of multi-million-dollar contracts. • Prepared executive and open session board meeting agendas, packets, and minutes, assisting in meeting management. • Created RFP for $1.5M security contract, initiating competitive bid process that saved $100,000. • Achieved high associate retention by fostering culture, values, and service standards. • Drove a highly charged, complex million-dollar project through effective negotiation among multiple parties in an expeditious time. • Served as the staff liaison for several ad hoc committees, coordinating with industry consultant experts to drive change. • Managed and mentored staff to carry out operational directives with high productivity and accuracy. • Fostered a performance-oriented environment focused on promoting team collaboration, personal accountability, and long-term client relations. • Met business targets with streamlined operations strategies. • Participated in recruitment, interviewing, and hiring processes to build a strong team. • Enhanced team engagement and performance with daily updates. • Conducted regular staff meetings and training sessions to communicate goals, updates, receive feedback, and improve service quality. • Supervised payroll, team scheduling and delegations, performance reviews and evaluations, and timekeeping systems accurately and efficiently. • Handled client complaints and inquiries, ensuring high levels of satisfaction in accordance with Governing Documents. • Controlled business inventory to keep numbers beneath targets through expert oversight and usage monitoring. • Facilitated communication between department managers to ensure seamless operations.

● Identified opportunities for improving service delivery methods and developing procedures ● Proposed, developed and implemented initiatives increasing operational excellence ● Assisted in hiring, training, and supervising all direct associates from HR related matters to day-to-day operations, promoting staff retention ● Actively managed, resolved and escalated client & staff concerns, leading to positive outcomes ● Maintained and promoted optimal working relationships with fellow Associates, Homeowners, Board of Directors, and various contractors ● Trained, developed and supervised multiple Compliance Coordinators, fostering professional growth of associates ● Facilitated the Executive Session Hearing Committee Meetings and timely preparation of Agenda materials

● Developed, advanced and implemented Standard Operating Procedures for the department, improving operational performance ● Performed routine village inspections and site inspections to ensure all properties and maintaining Association standards ● Apprised Sr. Management of special projects and pertinent information within HOA ● Served as multi-department Liaison with the Architectural, Communication, Maintenance, and Resident Service Representatives ● Tracked, documented, applied fines and fine rescind requests for the HOA