Shayla Love
Gainesville
Summary
Community association operations leader with progressive experience overseeing up to 30 high-rise and condominium associations and managing 12 portfolio and onsite leaders. Proven track record of retaining at-risk clients, leading complex transitions, stabilizing challenged properties, and strengthening executive board partnerships. Recognized for operational turnaround expertise, process standardization, and building high-performance cultures grounded in accountability and trust. Experienced in contract renewals, acquisition integration, financial oversight, and long-term capital planning strategy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Regional Director
Firstservice Residential
05.2024 - Current
- Successfully retained an at-risk association that had selected a competing management firm by leading a 90-day operational turnaround, resulting in a renewed three-year contract
- Stabilized and strengthened newly transitioned associations through hands-on executive oversight and structured onboarding strategies
- Led multiple high-profile property transitions, ensuring seamless operational continuity and client confidence
- Serve as primary escalation leader for complex properties requiring stabilization, process redesign, or governance repair
- Drive contract renewals and support new business acquisition efforts through strategic board engagement
- Build high-trust relationships with boards and associates, fostering a culture of accountability, transparency, and execution
- Standardized budgeting procedures and operational frameworks across 30 properties to improve consistency and financial oversight
- Mentor and develop 12 managers, elevating leadership capability and performance expectations across the region
- Conduct executive-level site reviews to assess service delivery, operational standards, and risk exposure across the portfolio
- Lead recurring regional strategy sessions to align performance goals, operational priorities, and growth initiatives
Senior Portfolio Manager
FirstService Residential - East, United States
09.2022 - Current
- Directed operations for multiple high-rise condominium associations, overseeing service delivery, financial performance, and board relations
- Led full-cycle budgeting, financial reporting, assessment collection strategies, and cost control initiatives
- Built and developed high-performing onsite teams, aligning staff performance with organizational standards and client expectations
- Strengthened board partnerships through transparent communication, governance guidance, and long-range planning support
- Mitigated operational and financial risk through proactive issue resolution and process optimization
- Successfully led three start-to-finish property transitions, ensuring seamless onboarding, financial stabilization, and client confidence
- Played a critical leadership role in resolving a complex transition challenge, reversing operational instability and restoring performance outcomes.
Portfolio Manager
Cardinal Management Group, Inc.
10.2020 - 09.2022
- Managed a 12-association portfolio, overseeing operational performance, financial management, and strategic planning
- Directed annual budgeting, financial reporting, vendor negotiations, and contract oversight to ensure fiscal discipline and transparency
- Served as primary advisor to Boards of Directors, providing governance guidance and facilitating executive-level decision-making
- Supervised and developed onsite teams, conducting performance evaluations and strengthening operational standards
- Implemented policies and operational procedures to improve service delivery and resident experience
- Conducted structured site inspections to ensure compliance, property standards, and risk mitigation
- Resolved complex homeowner and board concerns through diplomatic communication and solution-focused leadership
- Drove continuous improvement initiatives aligned with regulatory changes and industry best practices
General Manager I Northampton Place Condo
Cardinal Management Group
02.2019 - 10.2020
- Directed full operational and financial management of a 275-unit luxury high-rise condominium
- Transitioned 9 employees from third-party temporary staffing to direct association employment, improving operational stability and cost efficiency
- Led a $1M capital renovation project during the COVID-19 pandemic, ensuring on-time completion while maintaining uninterrupted building operations
- Implemented comprehensive pandemic response protocols to protect residents and staff while sustaining essential services
- Partnered with the Board of Directors on governance, budgeting, capital planning, and long-term asset preservation strategies
General Manager | Stonegate at Faircrest Condo
Cardinal Management Group, Inc.
02.2017 - 10.2020
- Directed full operational management of a 400-unit gated condominium community with extensive amenities including clubhouse, pool, fitness center, business center, and parking facilities
- Administered governance and covenant enforcement, overseeing violations, hearings, and compliance processes in partnership with the Board
- Led competitive contract bidding, vendor oversight, and invoice analysis to maintain financial accountability and service quality
- Prepared and managed annual operating budgets, monitored expenditures, and supported long-range reserve planning
- Oversaw capital reserve projects from bid specification development through contractor supervision and completion
- Managed insurance claims and coordinated repair supervision to mitigate financial and operational risk
- Supervised onsite staff and maintenance operations to ensure consistent service delivery and property standards
- Facilitated board meetings, annual meetings, and owner communications to maintain transparency and engagement
Assistant Portfolio Manager
SFMC Inc.
12.2016 - 01.2017
- Managed a portfolio of 5 condominium communities totaling 500+ units, directing day-to-day operations, financial coordination, and resident relations
- Supported executive oversight of a 15-community regional portfolio, contributing to operational strategy, reporting, and performance optimization
- Assisted with budgeting, vendor coordination, compliance tracking, and board communications
- Strengthened service delivery through process improvement and structured follow-up systems
Executive Assistant
SFMC, Inc.
10.2014 - 12.2016
- Provided direct operational support to the President, Principal Owner, and Vice President, contributing to executive-level decision-making and daily business operations
- Managed 60 financial-only clients and supported the onboarding of new and developing management clients
- Drafted management agreements and prepared client proposals, supporting new business acquisition and revenue growth
- Supervised a 3-member administrative team, delegating responsibilities and optimizing workflow efficiency
- Coordinated community transitions, ensuring seamless onboarding and offboarding processes
- Supported strategic company initiatives, including planning firm-wide events and CAI engagement activities
- Managed executive travel logistics and event coordination for industry conferences and professional engagements
Large Scale Accounts Receivable Bookkeeper
FirstService Residential DC Metro
09.2013 - 09.2014
- Conducted owner account audits and delinquency reviews using Jenark Accounting System, ensuring financial accuracy and compliance
- Managed collections processes, including attorney coordination and resolution strategies
- Provided high-volume client communication support, resolving account inquiries with professionalism and efficiency
- Delivered system training on Jenark and Connect platforms, strengthening team proficiency and onboarding new hires
Education
PCAM® – Professional Community Association Manager - Community Management
Community Associations Institute
Fairfax, VA01-2021
AMS® – Association Management Specialist - Community Management
Community Associations Institute
Fairfax, VA02-2018
CMCA® – Certified Manager of Community Association - Community Management
Community Associations Institute
Fairfax, VA06-2016
Skills
- Operational Leadership & Multi-Site Oversight
- Client Retention & Renewal Strategy
- Executive Board Relations & Governance
- Transition & Stabilization Management
- Budgeting, Financial Oversight & Cost Control
- Business Development Support & Acquisition Integration
- Team Development & Performance Management
- Process Standardization & Operational Improvement
- Risk Management & Regulatory Compliance
- Vendor Negotiation & Contract Oversight
Certification
- CMCA- Certified Manager of Community Associations CAI | October 2016
- AMS- Association Management Specialist CAI | February 2018
- PCAM- Professional Community Association Manager CAI | January 2021
Timeline
Regional Director
Firstservice Residential
05.2024 - Current
Senior Portfolio Manager
FirstService Residential - East, United States
09.2022 - Current
Portfolio Manager
Cardinal Management Group, Inc.
10.2020 - 09.2022
General Manager I Northampton Place Condo
Cardinal Management Group
02.2019 - 10.2020
General Manager | Stonegate at Faircrest Condo
Cardinal Management Group, Inc.
02.2017 - 10.2020
Assistant Portfolio Manager
SFMC Inc.
12.2016 - 01.2017
Executive Assistant
SFMC, Inc.
10.2014 - 12.2016
Large Scale Accounts Receivable Bookkeeper
FirstService Residential DC Metro
09.2013 - 09.2014
PCAM® – Professional Community Association Manager - Community Management
Community Associations Institute
AMS® – Association Management Specialist - Community Management
Community Associations Institute
CMCA® – Certified Manager of Community Association - Community Management
Community Associations Institute
Career Highlights
- Successfully brought in over $85,000 in delinquent assessments in one year by analyzing the delinquency and collection status report, reaching out to residents via email and phone, and leading the Board to hire new Counsel.
- Strengthened customer service relations within each community/organization through strong interpersonal skills and customer service management.
- Facilitated/managed a $1.5 million roof replacement project.
- Facilitated/managed a $2.5 million building renovation project during the start of COVID-19, March 2020.
Professional Leadership & Recognition
• Influencer Award, FirstService Residential (2023) – Recognized for organizational leadership impact
• Innovation Award, FirstService Residential (2024) – Honored for operational process advancement
• Blue Star Award, FirstService Residential (2024) – Awarded for performance excellence
• Elected to the CAI National Managers Council (2025), representing industry leadership at the national level
• Appointed to the CAI National High Rise Workshop Committee (2024), contributing to education and best practices in high-rise operations