Customer Service Manager
Resume:
BRIAN D. MOLINA
North Las Vegas, NV 89031
Phone: 702-***-****, Cell: 702-***-****, email: *****.******.***@*****.***
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
Contact this candidate