Nicole Brown
Summary
Seasoned Operations Manager and talented leader with over ten years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
25
25
years of professional experience
Work History
Office Manager / Television Production Assistant
4TV Media
11.2004 - Current
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Organized travel arrangements for employees by researching cost-effective options while accommodating individual preferences
- Created, maintained and updated filing systems for paper and electronic documents.
- Optimized equipment management by implementing effective inventory tracking systems.
- Established preventive maintenance schedules to minimize breakdowns and extend the life of equipment.
- Maintained accurate records of equipment usage, enabling better planning and scheduling for future projects.
- Assist with selling 4 TV's video products and equipment by responding to inquiries made through phone and email.
- Locally assist production for NHL Coyotes home games, Spring Training Baseball, MLB Diamondbacks home games, NBA Suns, WNBA Mercury, college and high school sports
- Assist on National shows such as NBA and WNBA semi- finals and finals, NBA All Star 2009, 2010, Super Bowl XLII, Super Bowl LVII, World Baseball Classic 2023, World Series 2023
General Manager
American Campus Communities, Manzanita Hall
08.2016 - 10.2022
- Directly responsible for the supervision of a 816 bed high rise community.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Achieved successful recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Established comprehensive employee training programs to develop skills and improve productivity. This included development of the Assistant General Manager Committee for the Area. Led quarterly meetings to implement special projects for employee development.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Streamlined processes within the virtual workspace, improving productivity and efficiency among remote colleagues.
- Oversee the visual appeal of the property; Achieved 3 years consecutive “A” scores on internal standards audits
- Maintain and strengthen P3 relationships with university representatives and affiliates
- Supervise purchasing, expense management, and capital expenditure projects of the community including all aspects of vendor management and contract negotiations to meet budget expectations
- Coordinate with university staff for successful annual mass move in and move out with minimal resident complaints
- Facilitate with Guest and Conference housing for summer camps and conferences to maximize revenue during summer months
Assistant General Manager
American Campus Communities, Vista Del Sol
09.2014 - 08.2016
- Assist the General Manager with the supervision of all business functions related to operations of a 2,266 bed student housing property.
- Conduct weekly meetings, walk-throughs, inspections and oversee the community assistant (CA) program.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Developed and implemented new operational procedures, streamlining daily tasks and improved overall efficiency.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Collaborated with the General Manager on marketing initiatives to increase property awareness and drive sales growth.
Leasing Manager
American Campus Communities, Vista Del Sol
12.2011 - 09.2014
- Supervised the activities of the leasing department to ensure maximum possible occupancy, with two year consecutive 100% occupancy
- Trained leasing staff on all functions necessary to close the sale, including making appointments, generating new leads, conducting tours, maintaining show rooms, and any follow-up necessary
- Conducted comprehensive market research to maintain competitive pricing and ensure maximum profitability for property owners.
- Coordinated the publication of advertisements for periodicals, direct mailers, follow up letters, telemarketing campaigns, in-house programs, etc
- Built strong relationships with residents through exceptional customer service, resulting in increased lease renewals.
- Coordinated move-in logistics for new residents, easing their transition into their new homes while maintaining a smooth workflow within the office environment.
- Ensured all functions necessary to maximize revenue during the summer, including leasing all space, coordinating with other departments, etc.
Front Desk Supervisor
Point Hilton Tapatio Cliffs Resort
06.2010 - 12.2011
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Implemented an e-front desk training guide to ensure service consistency between employees.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Created tracking system with housekeeping to upsell premium guest rooms and manage room inventory effectively. This ensured optimal occupancy rates and revenue generation.
Front Desk Agent
Arizona Biltmore A Waldorf Astoria Resort
09.2008 - 06.2010
- Represent the Arizona Biltmore to all guests ensuring the highest standards of service are upheld and all guests expectations are met
- Acted as a liaison between all departments to follow through with total guest satisfaction.
- Enhanced guest satisfaction by efficiently managing over 800 guest accommodations check-in and check-out processes.
Lead in Fantasyland and Toontown Food Operation
Disneyland Resort
11.1998 - 08.2004
- Assisting in operational duties as well as ensuring Guest satisfaction while utilizing the SERVICE (Smile, Eye Contact, Respect, Value the Magic, Initiate Guest Contact, Create Service Solutions, End With a Thank You) model
- Coaching and mentoring Cast Members; leading ten to fifteen Cast Members daily and Established clear expectations fostering a positive work environment through open communication and accountability.
- Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
- Oversaw inventory management, maintaining optimal stock levels while minimizing waste and excess costs.
Education
Bachelor of Interdisciplinary Studies - Communications
Arizona State University
Tempe, Arizona12.2008
Associate of Arts TV and Film -
Orange Coast College
Costa Mesa, CA05.2004
Skills
- Strategic Planning
- Budgeting and Forecasting
- Contract Administration
- Vendor Management
- Staff Development
- Hiring and Onboarding
- Capital Project Management
- Adaptability
Timeline
General Manager
American Campus Communities, Manzanita Hall
08.2016 - 10.2022
Assistant General Manager
American Campus Communities, Vista Del Sol
09.2014 - 08.2016
Leasing Manager
American Campus Communities, Vista Del Sol
12.2011 - 09.2014
Front Desk Supervisor
Point Hilton Tapatio Cliffs Resort
06.2010 - 12.2011
Front Desk Agent
Arizona Biltmore A Waldorf Astoria Resort
09.2008 - 06.2010
Office Manager / Television Production Assistant
4TV Media
11.2004 - Current
Lead in Fantasyland and Toontown Food Operation
Disneyland Resort
11.1998 - 08.2004
Bachelor of Interdisciplinary Studies - Communications
Arizona State University
Associate of Arts TV and Film -
Orange Coast College
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