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Customer Service Manager

Location:
Las Vegas, NV
Posted:
July 29, 2014

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Resume:

BRIAN D. MOLINA

*** ******** ***** ******

North Las Vegas, NV 89031

Phone: 702-***-****, Cell: 702-***-****, email: ace5mx@r.postjobfree.com

OBJECTIVE

A challenging management position in an organization emphasizing teamwork, learning, with strong quality

service commitment, growth and advancement.

CAREER SUMMARY

Fifteen years as an Account Executive and Community Association Manager with management companies in

Las Vegas, Nevada and Honolulu, Hawaii. (1998-Present). Nine years in Las Vegas, Nevada

Four years academic advisor and adjunct faculty with Hawaii Pacific University in Honolulu, Hawaii. (1994-

1998)

Twenty years U.S. Air Force, twelve in intelligence & operations, eight in plans & readiness, disaster

preparedness, and emergency management. (1974-1994)

ADMINISTRATION AND OPERATIONS

Administered services, programs, and business operations of community associations (CA) within the policies

and guidelines set by the Board of Directors and their governing directives.

Ensured proper care, maintenance, and enhancement of physical property and facilities by performing

inspections, arranging for repairs, bidding and contracting for services, and responding to emergencies.

Provided project management for capital improvement projects, and developed systems for facilities and

property maintenance.

Maintained CA’s records, responded to queries by owners, agents, contractors and vendors, and governmental

agencies such as the Bureau of Conveyances, Land Court and Public Utilities.

Serviced homeowners and prospective buyers and their agents; prepared newsletters and updated information

on CA web sites; organized, participated and conducted Board and Association meetings.

Provided risk management assessments, which included obtaining insurance, developing reserve funds, and

supervising insurance claims.

Established, interpreted, and enforced the covenants, conditions, and restrictions of the CA, which also

included rules enforcement and dispute resolution.

Ensured performance of the agency agreement and management contract.

FINANCIAL MANAGEMENT

Managed the CA’s finances by preparing the annual budget, and monitoring assessment billing, and accounts

receivables and payable processes.

Reviewed financial statements, and responded to queries from the Board of Directors and independent

auditors.

Reconciled accounts payables and reported line item variances in the operating budget.

Recommended allocation of funds for operating expenses to include unplanned ex penses, and contribution to

the reserve funds for the capital budget.

Identified excess operating funds, recommended investment options to the board, and implemented financial

management decisions.

Performed collection management of delinquent accounts and referred such accounts for legal action.

Brian D. Molina page 2

HUMAN RESOURCE MANAGEMENT

Director of Training for the Account Executive Department consisting of 50 community managers on Oahu,

Maui, Kauai, and the Big Island of Hawaii.

Prepared and conducted initial training, which covered procedures and policies of the department and

company; the application of information technology, and delivery of quality customer service to valued

clients.

Conducted training assessments to ensure managers were current with new procedures and proficient in

critical tasks.

Coordinated, participated, and delivered industry training for professional development through seminars

sponsored by local chapters and Community Association Institute (CAI) – National.

Acted as change agent for the department; developed performance appraisal system, and authored point paper

for the reorganization of the department into quality performance teams.

Supervised six managers; team leader for one of eight quality performance teams in the department; and

accomplished performance appraisals on all team members.

Recruited, interviewed, selected, and terminated employees.

Taught college-level business management courses as adjunct instructor with Hawaii Pacific University.

Performed emergency management training, exercise planning, and public information/community awareness

program while employed by the State of Hawaii Civil Defense Department.

PROFESSIONAL SKILLS & ATTRIBUTES

Awarded designation of the Certified Manager of Community Association (CMCA) through the National

Board of Certification for Community Association Manager (NBC-CAM), and the Association Management

Specialist (AMS) and the coveted Professional Community Association Manager (PCAM) designations

through CAI – National.

Holds the Supervising Community Manager Certificate (CAM.0001090), expires 3/31/2014) issued by the

State of Nevada Department of Business and Industry, Real Estate Division.

Certified Pool Operator (CPO. 89-187856) through the National Swimming Pool Foundation.

Working knowledge of Microsoft (MS) Windows, and MS Office Suite, C3, and Docuware.

Effective working independently or as a part of a team … capacity to get things done.

Excellent work ethics and interpersonal communication skills.

Proven leadership and trustworthy (Possessed TOP SECRET clearance while in the Air Force).

EDUCATION

MASTER OF ARTS in Human Resource Management, graduated with Distinction (4.0) GPA, from Hawaii

Pacific University, May 1993.

BACHELOR OF SCIENCE in Occupational Education majoring in Business Management, from Wayland

Baptist University, May 1990.

ASSOCIATES OF APPLIED SCIENCE in Communications Technology, from the Community College of

the Air Force, May 1984.

REFERENCES AVAILABLE

UPON REQUEST



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