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5 Star Champions | November 2020

Each month we feature five winners and connect their stories to the 5 Star principle they best represent. 

Brittany Carter, Home Office (Texas)

Nomination by Maegan Shida: I had THREE different people on my team tell me (unsolicited) how awesome Brittany has been during open enrollment. She was so quick to respond to questions thoroughly and kindly. If there were issues with an employee’s enrollment, she quickly reached out to the vendor to find a solution. This was the smoothest benefits enrollment we have ever had thanks to Brittany. She is the best and I am SO thankful she is part of our family!

5 Star Principle: Demonstrate Care

Brandon Lee, Associa Northern California

Nomination by Kelly Zibell: Service Manager Brandon Lee was given less than a week’s notice that a community was requesting staff to support their cleaning and administrative needs. He quickly made the arrangements and the community was thrilled by his quick action and the work performed by the staff he hired. Thanks to Brandon, residents say they’ve never had such great service from previous management companies.

5 Star Principle: Build Relationships

Gianina Alistar, Wilson Blanchard (Canada)

Nomination by Brad Wells: I just wanted to share the positive note below from Mary in our Cambridge office, who forwarded this resident’s thanks for the quick and polite service received for an after-hours hot water issue.

Tonight we had an issue with the hot water supply at 26 Ontario St. Guelph. I called the emergency phone number for your company and I received an immediate response return call from a very nice person. She called me back right away and took care of the problem. The hot water supply was corrected quickly.

Thank you to Gianina for her professional approach to being on-call and representing Associa so well! This is an excellent example of 5-Star Customer Service that we all strive for.

5-Star Principle: Own the Resolution

Cristina Carmago, Marquis (Florida)

Cristina is an outstanding leader and advocate for her team. She consistently asks for information on behalf of her team, ensures they are all kept in the loop, and helps them better understand what's happening at Associa as a whole. As an onsite leader, I know it can be difficult to help your team feel connected. Cristina goes above and beyond every day to make sure her team knows they are valued members of the Associa family. Additionally, she has an incredible spirit and is always so kind and grateful. Her emails always bring a big smile to my day. Thank you, Cristina!

5-Star Principle: Exercise Leadership

Ashley Howard, PMG Houston

Nomination by Ann Osuna: We received the note below from a very happy and grateful board member.

Dear Associa,

In these turbulent times, I am reminded we should always be thankful for our health, family, and those around us.  Even though I have been very involved in the HOA and managing company's daily operations for over ten years, last night I was never more impressed by the actions, care of our community, and professionalism of Ms. Ashley Howard.  I am truly thankful she was asked to stand in to greatly benefit our community!

After only transitioning to Associa at the beginning of this month, we expected and were informed that our financial records may be coming in mid-month.  Being our annual budget meeting was already scheduled to be held on the 21st of the month our board members were very concerned that a herculean task such as this could be accomplished. 

After numerous emails and calls, many questions directed to and responses by Ashley, and I am confident of many hours of preparation, extracting the financial data, and construction of a preliminary budget for our board to review we met had a teleconference last Friday.  Although some of our board was not as seasoned or prepared as they could be due to being a newly formed fully homeowner controlled board, she guided us through what we should expect and prepared us for the annual budget meeting.  Then over the weekend after long and probably late hours Ashley provided a preliminary budget, on Monday as promised, for the board to review and use to prepare for the annual budget meeting.

Ashley Howard is without a doubt the finest example I have seen in any HOA Management. I look forward to many years to come with our current manager and I'm positive this experience I am recognizing today will carry forward with the entire Associa team.


George Porter
President of Villages of Cypress Lakes

5-Star Principle: Communicate Effectively