Crystal Manoiki
Livermore,CA
Summary
Team-minded Leader possessing strong interpersonal and leadership skills in the Community Management industry. Specialties include organized portfolio management, on site general operations manager of a 55+ Community with 1425 homes, 49 acres of common area and high client retention. Accountable and reliable with 17 years of comprehensive experience in HOA Management.
- Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
- Self-starting Operations Manager offering high-level experience in supervision. Well organized, attentive to detail and vigilant in completing all tasks timely.
- Ambitious General Manager with excellent planning and communication skills. Highly effective at promoting positive relationships and building capable teams. Track record of improving overall operations, high retention client portfolio and low employee turnover.
- Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Operations Manager position. Ready to help team achieve company goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
General Manager of Operations
Woodbridge Owners Association C/o Silvercreek Asso
Manteca
07.2022 - Current
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Prepared annual budgets with controls to prevent overages.
- Improved productivity while reducing staffing and operational costs.
- Trained, coached and mentored staff to support smooth adoption of all processes and procedures across several departments.
- Identified procedure or process changes required to improve performance and productivity.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Increased profit by streamlining operations.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Developed systems to track and log work issues.
- Partnered with vendors and suppliers to effectively manage and budget.
Senior Director
Common Interest Management Services
Danville, CA
11.2018 - 07.2022
- Set clear team goals and delegated tasks and set deadlines.
- Conduct team meetings and established best practices and continuing expectations.
- Discover training needs and provide coaching.
- Maintain demanding client schedules to meet business objectives.
- Manage escalated client retention issues.
- Direct employees, set schedules and prioritize work assignments.
- Provide expert leadership to group of employees, 3 on my team.
- Coach staff on daily performance and conduct evaluations to constructively address concerns.
- Develop and update tracking spreadsheets using Excel.
- Manage portfolio of long standing premiere accounts.
Community Association Manager
Common Interest Management Services
Danville, CA
03.2009 - 07.2022
- Enforce compliance with community regulations and guidelines.
- Address and quickly resolved resident and Board issues with speedy and knowledgeable support.
- Secure pool, fitness facility/clubhouse maintenance, landscaping and utility contracts.
- Develop and adhere to community budgetary restrictions in collaboration with board of directors.
- Conduct inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
- Communicate effectively with owners, residents and on-site associates.
- Promote positive company and owner relationships through proactive attention to concerns.
- Administer property-related projects, budgets, review invoices and track costs.
Customer Service Representative
Common Interest Management Services
Danville, CA
01.2006 - 04.2009
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered a constant flow of customer telephone calls and emails promptly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
- Reported on status for each project to appropriate stakeholders.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Mentored and guided associates in approaches designed to exceed expectations of customers and members.
- Compiled information from multiple, reliable sources and uploaded to system using Jenark, Microsoft Word, Excel.
- Produced work order and violation reports weekly, updating customers, managers and senior leaders on progress and roadblocks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Composed and proofread memos, letters and reports to verify error-free communication.
- Volunteered to help with special projects of varying degrees of complexity.
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
- Maintained clean reception area to promote positive, professional environment for clients.
- Liaised between clients and vendors and maintained effective lines of communication.
Education
High School Diploma -
San Leandro High School
San Leandro, CA06.2003
Skills
- Ability to Be a Leader
- Operational Standards
- Business Operations
- Community Guidelines Enforcement
- Maintenance Oversight
- Employee Motivation and Guidance
- Accurate Property Valuation
- Cloud-Based File Management
- Efficient in Vantaca & Strong Room
- Collections Procedures
- Community Association Support
- Bid Proposal Comparison Review
- Administrative Management
- Process and Procedure Refinement
- Hiring and Onboarding
- Business Leadership
- Supplier Monitoring
- Strategic Vision
- Motivational Leadership
- Financial Statement Review
- Corrective Actions
- Operational Efficiency
- Government Rules and Regulations
- Records Organization and Management
- Money Handling
- Effective Working Relationships
- Policy and Procedure Improvement
- Customer Inquiries
- Team-Building Exercises
- Employee Recognition
- Succession Planning
- Expense Monitoring
- Community Organization
- Constructive Feedback
- Focus and Follow-Through
- Policy Development and Enforcement
Certification
CACM
Timeline
General Manager of Operations
Woodbridge Owners Association C/o Silvercreek Asso
07.2022 - Current
Senior Director
Common Interest Management Services
11.2018 - 07.2022
Community Association Manager
Common Interest Management Services
03.2009 - 07.2022
Customer Service Representative
Common Interest Management Services
01.2006 - 04.2009
High School Diploma -
San Leandro High School
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