Amber Hernandez Buino
Woodridge,IL
Summary
Results-driven professional with over 18 years of experience in customer engagement and operations management, with 18 months of experience in digital marketing. Proven expertise in fostering trust-based relationships, driving customer retention, and achieving impactful results. Skilled in fostering collaboration across teams, strategic planning, and enhancing customer satisfaction through innovative engagement strategies. Seeking a Customer Success Manager role to leverage my skills in client relationship management and operational excellence.
Overview
18
18
years of professional experience
Work History
Operations and Marketing Support Specialist
Banner Property Management
08.2023 - Current
- Manages digital marketing initiatives, including campaign development, content creation, and performance tracking.
- Handles website updates, ensuring accurate and engaging content, and optimizing user experience.
- Manages customer satisfaction and reputation management, ensuring a positive experience through proactive support and issue resolution.
- Supports the development and management of operational reports to track customer success metrics and drive continuous improvement.
- Provides administrative support focused on streamlining processes to enhance efficiency and ensure smooth service delivery.
- Collaborates closely with marketing, sales, and operations teams to align strategies and improve customer outcomes.
Residential Property Manager
Banner Property Management
Carol Stream, IL
10.2019 - 08.2024
- Managed day-to-day operations and financial aspects of a 325-unit market-rate multi-family community.
- Hired, trained, and mentored a team of 8+ employees across departments to ensure high performance and professional development.
- Implemented and promoted cross-training within teams to enhance operational efficiency and teamwork.
- Oversaw vendor management to maintain property standards and ensure efficient service delivery.
- Prepared and presented operational and financial reports, including budgets, to senior leadership.
- Managed rent collections, resident accounts, and eviction processes efficiently.
- Organized community events to enhance resident engagement and foster a strong sense of community.
- Delivered exceptional customer service by addressing resident concerns promptly and maintaining open communication.
- Implemented resident retention programs to improve tenant satisfaction and reduce turnover.
- Led staff training focused on customer service excellence and promoting a positive, customer-centric work environment.
Residential Property Manager
F & F Realty
Lombard, IL
06.2015 - 03.2019
- Managed day-to-day operations and financial aspects of a 671-unit market-rate multi-family community.
- Created and implemented comprehensive training programs and onboarding materials to enhance team performance and support operational excellence.
- Hired, trained, coached, and mentored a diverse team of 20+ employees, fostering a collaborative and customer-focused work environment.
- Oversaw vendor management to ensure efficient service delivery and uphold high property standards.
- Prepared and communicated regular operational data, financial insights, and the annual budget to support strategic decision-making.
- Managed rent collections, resident accounts, and eviction processes to ensure smooth financial and resident experiences.
- Delivered exceptional customer service by addressing resident concerns proactively and maintaining strong, trust-based relationships.
- Coordinated cross-functional collaboration to enhance resident satisfaction, engagement, and retention.
- Successfully balanced multiple priorities, ensuring timely execution of initiatives that supported both property and business goals.
Assistant Property Manager
F & F Realty
Lombard, IL
12.2006 - 06.2015
- Maintained over 70% renewal retention month over month by implementing effective resident engagement and retention strategies.
- Evaluated and recommended changes in rental pricing strategies to remain competitive in the market.
- Maintained accurate and detailed records to ensure full compliance with state, local, and federal housing requirements.
- Analyzed and approved applicant files based on company qualifications to ensure a smooth leasing process.
- Followed up on delinquent tenants and coordinated collection procedures to manage accounts effectively.
- Conducted final move-out walk-throughs with tenants to assess repairs and ensure property readiness.
- Conducted property showings to highlight features, address concerns, and guide prospects through the leasing process.
- Managed the lead management system to generate leads, maintain follow-ups, and convert traffic into successful leases.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exceptional service.
- Handled tenant complaints promptly, coordinating with maintenance and support teams to resolve issues efficiently.
Education
High School Diploma -
Wheeling High School
Wheeling, IL05.2002
Skills
Here’s a more consolidated version of your skills, reducing them to 12:
Skills- Performance Assessment
- Tenant and Owner Relations
- Vacancy Marketing
- Rental Recordkeeping
- Fair Housing Compliance
- Financial Budgeting and Reporting
- Customer Relations
- Yardi, RentCafe, CRM, Voyager, Entrata, LRO/AIRM Grace Hill, Birdeye
- Outlook, Google Suite, Microsoft Office
- Cross-functional Collaboration
- Conflict Resolution
Timeline
Operations and Marketing Support Specialist
Banner Property Management
08.2023 - Current
Residential Property Manager
Banner Property Management
10.2019 - 08.2024
Residential Property Manager
F & F Realty
06.2015 - 03.2019
Assistant Property Manager
F & F Realty
12.2006 - 06.2015
High School Diploma -
Wheeling High School
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