Organized, detail oriented and flexible leader with exceptional relationship building skills. Demonstrated track record of multi-tasking and balancing multiple priorities and competing demands from both internal and external customers.
OPERATIONS AND PROJECT MANAGEMENT
Lead the efforts resulting in the acquisition, development, and start-up of new residetial and commercia properties. Implemented operational enhancements increasing efficiency and customer service satisfaction. Successfully integrated and consolidated fragmented business functions into one seamless organization. Introduced, enhanced and implemented internal controls, compliance and safety programs. Established performance goals and standards and introduced a quality-focused mentality that enhanced the customer experience.
BUDGET PLANNING AND FINANCIAL MANAGEMENT
Developed annual budget plan and monthly forecasting. Managed simultaneously various large companies with operating budgets from $600,000 to $2 million each. Managed completion of several business cases and implemented several large scale capital investments. Restructure of on-site accounting and auditing processes and procedures; greatly reduced employee theft and mishandling of funds.
TEAM BUILDING AND MANAGEMENT
Successful in creating a team oriented environment and motivated team members by promoting company vision. Provide team members with right tools, training and resources to effectively perform their responsibilities and provide high quality results. Committed to promoting customer service focus, safety and decision making accountability. Foster an environment of never being satisfied with the status quo. Visionary and passionate in encouraging the concept of “thinking outside the box.”
CHANGE MANAGEMENT
Structured approach to driving change while maintaining operational stability. Analysis of processes, team effectiveness, cost efficiency and how to remove obstacles inhibiting the attainment of business goals. Planning and execution of projects to re-build teams, encourage innovation and communication, and for people to be empowered to deliver great results.
STRATEGY AND INNOVATION
Demonstrable ability to create innovative strategy and proposals and take them from mere concepts to a successful reality. Able to create compelling business cases, with financial analysis and justifications. Strong presentation and persuasive skills, working in partnership with executives and decision-makers to create effective strategies and plans.
CUSTOMER SERVICE AND CLIENT RELATIONSHIPS
Accomplished at establishing solid relationships with key customers to build meaningful partnerships to help grow the business. Committed to providing a superior customer experience. Act with integrity at all times, and believe in treating everyone with respect and dignity. Communicate easily with people from all walks of life, even cross-cultural communication. Fluent in Spanish, German, and Italian.
MARKETING STRATEGY AND EVENT COORDINATION
Assisted in the planning and coordination of four successful Grand Opening Events for new properties. Created marketing materials and negotiated advertising deals for various locations. Skilled at identifying and reaching out to target markets for various products and events. Prepared and implemented basic marketing plans for multiple companies. Highly competent in tactfully communicating with press and other media.
Professional Experience
Tom Hom Group, San Diego (2000 - 2007 )
Real Estate Development Firm—Affordable Housing Studio Apartments
Director of Operations March 2005
Operations Officer April 2003
Community Director November 2000
Compliance Manager August 2000
Compliance Agent June 2000
Receptionist April 2000
Rapidly progressed through increasingly responsible positions beginning as a receptionist and becoming Director within 7 months, then recruited to corporate Operations Officer within three years. Directed operations of the company’s six properties totaling over 1400 apartment units; oversaw a staff of more than 100, and managed annual budgets totaling more than $9M. Reported directly to CEO.
Challenge: Inherited a company experiencing growing pains and difficulty successfully managing multiple properties. There was a dire need to establish more effective and efficient processes and procedures, standardize the operations of the organization and drastically improve customer satisfaction.
Cost Reduction/Avoidance
Lead efforts in renegotiating and combining service contracts which resulted in over $100,000 in annual savings. Set up an effective process for handling future contract negotiations. Avoided future expenses by establishing procedures and training personnel to better handle crisis situations and routine repairs—increased NOI by more than 15%.
Staff Development and Training
Infused in the staff a feeling of belonging and loyalty to the larger organization and broke down interdepartmental barriers. Helped team members understand their individual key roles and value in the achievement the organization’s mission. Created and implemented an employee policy manual, developed standardized training sessions and retrained the entire staff on new procedures and higher standards. Provided motivation around achieving goals and objectives. Provided training, tools and resources so that each team could meet and exceed expectations. Encouraged and promoted commitment to excellence and dedication to providing superior customer service.
Operations Enhancements and Standardization
Introduced superior procedures, policies, systems, and processes throughout every level of the organization, which resulted in vastly higher customer retention, reduced down time, improved employee efficiency, safety, and improved company image. Standardized operations at all of the company’s locations. Lead the efforts in the selection, purchase, customization and successful company-wide implementation of new property management software.
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POWDR Corp (1994 - Present - Part-time/Seasonal)
Las Vegas Ski and Snowboard Resort
Children’s Ski School Manager
Challenge: Lead and manage the snow kids indoor and on-snow operations for all skill levels, both alpine and snowboard programs. Create and develop an operationally excellent business unit which exceeds volume, revenue and profit expectations.
Product and Operations Enhancements
Implemented more efficient processes and procedures. Promoted future sales during parent/instructor feedback sessions. Every customer is a repeat customer. Introduced new programs geared towards increasing sales to higher level skiers and riders and promoting program image on the mountain.
Staff Training and Development
Charged with recruiting, hiring, training, and coaching staff to higher levels of performance, and assisting in planning for future growth and development.
Education
2000 University of Nevada, Las Vegas
Bachelor of Arts, Economics
magna cum laude
Studied 18 months in Turin, Italy
1995 E. W. Clark High School
valedictorian
Studied one year in Frankfurt, Germany
Professional Associations
Professional Ski Instructors of America Certified Level II Member Since 1994
Languages
I was raised with English as my first language, although I am comfortably able to communicate and read in Spanish, German, and Italian.
