Customer Service Real Estate

ALICIA BERNARDI

**** ********* **, *** ****** CA 760-***-**** ad8x5e@r.postjobfree.com

QUALIFICATIONS SUMMARY

Driven professional with over 25 years of client relationship management, customer service, and account management experience. Demonstrated leader in Real Estate Management and Hospitality industries with ability to efficiently manage multiple clients, teams, and projects while meeting deadlines. Tenacious and enthusiastic, with extensive experience in client/partner retention, training, development, project coordination/management, and conflict resolution. Focused team player with strong attention to detail, superior problem-solving abilities, and tireless work ethics who thrives in dynamic, challenging and professional environments that require creative solutions. PROFESSIONAL EXPERIENCE

Community Association Manager Real Manage January 2022 – Present Supervise the operation and administration of my portfolio through:

• Manage the monthly cycle of approximately 1200 doors (SFH, SFH in Golf Course community, Condos, Midrise, Community Park)

• Managing administrative and financial assistant staff tasks throughout the month to ensure deliverables met in accordance with community calendar.

• Preparing board packets and maintaining comprehensive action plans with the necessary follow-up and due diligence to ensure compliance with governing documents, civil code and annual updates.

• Monthly financials auditing with treasurer meetings, budget preparation and reserves spending plans.

• New Board Member Training meetings following Annual Meetings; utilizing Davis Sterling, CAI resources along with associations Legal Counsel, Reserve Analyst, CPA.

• Participate in IDR/ADR process for three communities.

• Facilitate Town Hall Meetings for Insurance Renewal with Special Assessment and Governing Document Restatement matters (Rules & Regulations, Architectural, Parking).

• Continued education in pursuit of AMS CAI credentials with Risk Management M205.

• Office Culture and Camaraderie leader in ongoing activities, team building, learning paths.

• Provide exceptional customer service to homeowners, directors and vendors. Community Association Manager Associa January 2021- December 2022

• Manage the monthly cycle of approximately 1450 doors (SFH, Condos, Midrise, New Community Turnover) while overseeing a team of 4 administrative assistants.

• Oversee committees and manage community projects including community charity events and Governing Documents Restatement (CCRs, Rules & Regulations).

• Prepare and present board packet information, along with new Board Member training in life cycle of Board packet to action list, to community impact.

• Monthly financials reports and vendor invoicing maintained within budget.

• Annual budget preparation, Annual Audits.

• Provide exceptional customer service to homeowners, directors and vendors. General Manager Holiday Retirement Company 2019- 2021

• Successfully managed a residential community of 120 apartments.

• Apartment/resident turnover remained below budget.

• Manage all departments including transportation, housekeeping, restaurant, communications, sales, & facilities (40 staff members)

• Recruit, train, develop and manage team members.

• Create training program and certifications for housekeeping staff, Dining Service Staff, Groundskeeper.

• “Comparison shop” to incorporate new ideas, remaining competitive in the senior housing environment.

• Successfully integrated COVID protocols in the community, with residents and staff from the start of the pandemic. Navigated the ever-changing climate of day-to-day CDC and State recommendations while working with caregiving staff, general company staff, residents and their families.

• Focus on managing and growing a vibrant community and staying within budget. General Manager Starbucks Café Store 2017- 2019

• Successfully managed a café store averaging $1.3 million in annual sales.

• Turned store over from -10% comp to 3% comp in 10 months.

• Repair and maintenance of all aspects of café operations including 2 major Capital Expense items.

• Directly recruited, trained, developed and managed team members.

• Seasonal changes to inventory and training managed with positive impact to sales and morale.

• Build strong relationships within the community through volunteer events and ongoing partnerships, guest relationships and targeted problem solving (City of Vista Sheriff’s Department Gang Division and Unhoused Community Members partnership).

• Focus on training and development of leaders within the store and district by hosting Managers in Training and promoting supervisors to pursue their manager path.

• Vigilantly maintain quality and costs through communication and transparent standards, passing monthly Company Quality Inspections as well as Health Standard Inspections. Ensure training of all staff to maintain production and reduce waste.

Food & Beverage Manager JC Resorts Corkfire Grill 2015- 2017

• Created and maintained a customized training program that would develop and refine new and existing staff, in alignment with the company vision and growth plan.

• Optimize profit by managing labor, operational costs, elevating standards and guest experiences.

• Inventory and purchasing

• Create safety compliance systems for both staff training and restaurant operations.

• ADP Payroll, onboarding, micros, symphony

Assistant General Manager/Training Manager Kings Fish House 2010- 2015

• Oversee staff, budget and day-to-day operations.

• Hiring, training and managing staff to ensure overall guest satisfaction; manage Food/Liquor/Labor costs.

• Maintain all company standards while working with the constant evolution of the concept. EDUCATION

• Bachelor of Hospitality & Business Management, Algonquin College, Ottawa, Ontario Canada CERTIFICATIONS, SKILLS, ACCOMPLISHMENTS

• Community Association Managers International Certification Board CMCA #23235

• Foundational Ethics, Risk Management,

• Conversational/basic French and Spanish

• Volunteer HOA BOD 10+ years’ service Homeowners Association (Secretary)

• Windows based software applications, Outlook, SmartWebs, VMS, Aloha, Micros, Symphony, RSI, ADP, InTouch CRM, C3, Strongroom, Branch Access, Town Square, SmartWebs

• Successfully summitted Mount Whitney Peak 14505’- 3 times + various other 14’er Peaks

• Coordinated 2 group efforts (4 people, 7 people) to summit Mount Whitney with 6 month training program and coaching including planning meetings, physical training goals, local hikes, nutrition, and gear.

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