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MANAGER OF THE YEAR LEADER OF THE YEAR ASSOCIATE OF THE YEAR DONNA FARR AWARD GENESIS AWARD SPECIAL RECOGNITION
SUPPLEMENT TO:
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EDITOR’S NOTE
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A SNAPSHOT OF INDUSTRY EXCELLENCE In the condo management field, it’s the people that drive success. Having the most impressive properties, state-of-the-art technologies, and leading-edge services help, but it takes the right team of professionals to truly lead the pack. Fortunately, there is no shortage of exceptional property managers who are doing just that. This is why we’re proud to dedicate this supplement to spotlighting a handful who were honoured during the Association of Condominium Managers of Ontario (ACMO)’s Annual Awards Luncheon in October 2015. Held at the Toronto Congress Centre, the gala event paid tribute to the efforts of Ontario’s condominium management community and the talented people within it. These included seven property management professionals who received special recognition for their work within their field, and who’s stories are included in the following pages. Thank you to everyone who helped us put together this supplement, including ACMO itself which has been key to bringing these winners together. As ACMO executive director Amanda Curtis states in her opening message, the goal of this year’s ACMO Awards was to celebrate the people who are making a difference in today’s industry, and I believe we’ve reflected that goal. Ontario’s condominium management community is brimming with talent, dedication, and passion. Please join us as we take a look at just some of the people who are demonstrating this in the field. Matthew Bradford Editor – MediaEdge matthewb@mediaedge.ca
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2015 ACMO Annual Awards Supplement
MESSAGE FROM ACMO
CELEBRATING SUCCESS, EMBRACING CHANGE On October 23, 2015 the Association of Condominium Managers of Ontario (ACMO) presented its annual awards recognizing individual members for their commitment to the condominium management industry in Ontario. We are especially pleased to have added new honours this year: the Donna Farr and Genesis Awards. Since 1977, ACMO has developed the most advanced and detailed educational platform for training condominium managers in the country. The resulting registered condominium manager (RCM) designation is now widely recognized as the accepted standard for professional managers. The Donna Farr Award, named for Donna Farr, RCM, who was an exemplary instructor and lead in the delivery of ACMO’s RCM education program over many years, was presented to a current course instructor. With the record-setting boom in condominium development across the province, ACMO is acutely aware of our role in cultivating success in the growing number of people choosing professional condominium management as a career. The Genesis Award recognizes a condominium manager who is new to this industry and has shown exceptional service to their condominium corporation’s board of directors. ACMO invited all its members to submit nominations for six awards, the premier one being the Manager of the Year Award. Following a newly developed process, an Awards Selection Committee - comprised of lawyers, engineers, and accountants together with a lifetime member of the association – was appointed to receive and review confidential submissions. The selection process was no easy task, and included the collection of additional information on potential recipients,
as well as outreach to an expanded group of respected professionals serving the condominium community across the province. It is our goal to continually refine this process and enhance the ACMO awards program. This year, the Awards Selection Committee focused on specific achievements where nominees had gone “above and beyond” as managers. Other criteria recognized leadership and sharing of expertise. Congratulations are extended to the 2015 award recipients, in addition to which we would like to acknowledge all nominees for their exceptional dedication to the condominium sector. With Bill 106 well on its way, and extensive reforms to the Condo Act along with regulation of professional condominium managers on the horizon, ACMO is proud to play an active part during this exciting time for our members and the condominium community as a whole.
Amanda Curtis, CAE Executive Director, ACMO
ACMO is committed to the recognition, promotion and support of Professional Condominium Managers across Ontario, through education, member services, public awareness and a strict adherence to the highest ethical standards.
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MANAGER OF THE YEAR
CERASELA HORNEA MANAGER OF THE YEAR
Cerasela Hornea hit the ground running when she was hired as the property manager for Toronto’s West Harbour City 1 condominium, and she hasn’t stopped since. Since stepping into the role in April 2011, Hornea has spent the past four years leading significant improvements and renovations within the multi-use waterfront high-rise, as well as handling her share of near disasters. “You never get bored in this job,” she says. “Every day is a new challenge, but the satisfaction comes when you see that the board and all your owners are happy with what you are doing. That kind of appreciation is always rewarding.”
Hornea has also spearheaded a number of other initiatives throughout her years at West Harbour City 1. Highlights include overseeing the installation of a building automation and flood sensors system, and a high-tech security system; launching interior refurbishments; common area corridors and garage lighting retrofit and undergoing a boiler relocation to comply with the code requirements.
Hornea came to Canada in 2002 with a masters degree in architecture from Romania and years of experience in the architectural field in Singapore. Determined to find a new career and help put her children through university, she reached out to a previous employer who found a position for her in a 325-unit condominium residence. In 2007, Hornea began her ACMO certification courses at Humber college, and completed the training in a year-and-a-half. Upon achieving two years experience, she received her RCM designation. Two years later, Hornea signed on her current role as property manager of West Harbour City 1 in Toronto’s waterfront district. She barely had time to settle in before the real work began. “One month after I took over, the building had a flood of water mixed with glycol, causing damages of almost $1 million,” she recalls. “Everybody was expecting me to run away, but I stayed and worked over a year with the insurance company and their contractors to fix the building. I also helped over 40 units move back in a timely manner after they were forced to move out due to safety precautions.” Undaunted, Hornea also actively participated in the performance audit that started within her first year at West Harbour City 1. The process lasted three years and resulted in sizeable deficiencies repairs to the building, which were estimated to save the corporation a total of $1,400,000 dollars. According to Hornea, the audits success was owed to combined efforts of her management team, Board of Directors, and consultants. Of course, she adds, it helped that she also knew what to look for: “Being that it was a new building, I was able to use my architectural and technical background to identify additional deficiencies that were overlooked because the consultants inspecting them weren’t onsite all the time like I was. I could see the deficiencies, report them, and follow up on solving them with the developer.” 4
2015 ACMO Annual Awards Supplement
Moreover, she worked with contractors and an area health inspector to install an ozone pool in the facility. The amenity has helped the building lower its environmental footprint and give its residents a unique recreational perk. “Installing the ozone pool was a special project for me, because it’s healthier and safer for the environment and people. The health inspector was really impressed and happy to work with me in getting it approved for installation, and it’s been working for three years without a problem,” she says. These efforts combined made Hornea a top nominee for ACMO’s 2015 Manager of the Year Award. Reflecting on the honour, Hornea says it is very rewarding to have her work and dedication to West Harbour City 1 recognized by her peers, noting, “I was really proud when I became an RCM and I can say receiving this award makes me even prouder than ever.” “It is a big deal for me, and I feel really grateful to receive it,” she adds. Of course, no property manager is an island, and Hornea is quick to thank her employers at Brookfield Condominium Services Ltd., the residents of West Harbour City 1, her support staff, and the building’s Board of Directors for their ongoing teamwork, noting, “They’ve trusted me from day one they’re always willing to do whatever they can to help.”
LEADER OF THE YEAR AWARD
STEVEN CHRISTODOULOU LEADER OF THE YEAR AWARD
The Leader of the Year Award recognizes individuals who demonstrate stewardship within their property management position and, in so doing, have become a role model within their company, community, and industry in whole. This year, the honour fell to Steven Christodoulou, founder, President, and CEO of ICC Property Management Ltd. of Toronto. “It was really an honour to have been nominated for this prestigious award. I’m so humbled to be selected by my peers as its first recipient,” says Christodoulou. Christodoulou co-founded his company in 1992. In 2006, he assumed sole ownership and revitalized the team’s focus on personalized service, industry stewardship, and professional integrity – traits that continues to fuel its growth. “We talk about these core values all the time when I coach my staff, and that’s important. When you apply core values like integrity, commitment, and care to all that you do, you can’t help but be successful,” he says. Christodoulou is also a champion of staff development, and endeavours to be a mentor to professionals both on his team and in the industry. He supports regular in-house RCM courses, and has launched both a monthly staff recognition program and a scholarship for his employees’ post-graduate children. “I have two families: one at home and one at ICC, and I’m proud to be their leader,” he says, explaining, “I truly believe that being a good leader is about being a good listener, a good cheerleader, and surrounding yourself with great people. When you’re able to do all that, then maintaining that success is about providing them with the tools to be successful, empowering them to be great and – most important of all – showing them gratitude for what they bring to the team.”
Outside of the office, Christodoulou contributes to both ACMO and his community. He has been on ACMO’s Board of Directors for nearly a decade and currently serves as the Immediate Past President. He is also a member of the Entrepreneur’s Organization and volunteers as a business coach and mentor. On top of this, he is currently a third-year student at MIT’s Entrepreneurial Masters Program and enjoys sharing his insights and experiences through his company blog and published works. Recently, he released an eBook featuring insights for condo managers, boards of directors, and owners on condominium living. As for what’s next, Christodoulou is eager to continue growing the company and developing better value and services for his clients. With advice for other entrepreneurs entering the field, he believes it is important to set goals and to find ways to stay invested in one’s work. “I truly believe that success is not merely measured by the size of one’s wallet but by how much passion you have for what you do. Love what you do and success will inevitably follow.” That passion is alive and well amongst Christodoulou’s team, who share his vision for the company and optimism for the company’s future. Says a spokesperson for ICC Property Management, “We are thrilled that our founder and CEO Steven Christodoulou has been named Leader of The Year. He is a very active presence in the company and is responsible for holding us to ever higher standards ... We look forward to what he has in store for us and for our clients in the coming year.”
It’s this emphasis on professional accountability and highquality service that has guided the company’s growth throughout its 23-year history. It’s also what has earned both Christodoulou and his team numerous industry accolades along the way. These include being named one of Canadian Business Magazine’s PROFIT 500 Fastest-Growing Companies in Canada, recognized as one of REMI Network’s top property management companies in Canada, and becoming a two-time ACMO Corporate Member of the Year Award winner, in 2008 and 2010. “I’m very proud of the acclaim we’ve received both as a company and personally,” he says, noting, “Those are all great honours, but they didn’t happen by accident. Everyone here takes pride in working hard as a team to achieve great results.” Supplement to CondoBusiness
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ASSOCIATE OF THE YEAR
ROBERT THACKERAY ASSOCIATE OF THE YEAR
Robert Thackeray had never heard of ACMO when he was first asked to serve as ThyssenKrupp Elevator’s associate representative during his first year on the job. Now, nearly 15 years since jumping into the role, he’s glad he said yes. “I was just starting out with ThyssenKrupp when its existing ACMO rep moved on and they came to me to fill their spot. I never thought I would stay on for as long as I have, but it’s been a very rewarding experience and I’ve made a lot of great friends,” he reflects. Thackeray assumed his role with ACMO when he was an account manager with ThyssenKrupp, and has remained with the association since earning his current position as district manager in 2002. Those early years with ACMO saw Thackeray serve on the Associates Committee, from which he seized the opportunity to branch out in a number of committees and groups. Highlights of his association portfolio include assuming leadership roles on its Board of Directors,
Social Committee, Regional Committee, and Conference Committee, among others; as well as co-chairing the Associates Committee for three years, and acting as its chair for two. Thackeray has come a long way since first stepping up to the associate role. Looking back at his successes to date, he says he’s proud to have been on the ground floor of numerous committee initiatives, and to have had front row seats to watch ACMO’s growth. “When you look at how far ACMO has come compared to even 15 years ago – including the Associates Committee – it’s really remarkable,” he says, adding, “It’s been a long process, and there are a lot of people who have helped to make it happen, so to be at the table and watch it evolve and expand the way it has is a highlight of my career.” Another highlight, he says, has been getting to know other committee reps, and building those relationships both within the board room and out. “I’m especially thankful to have been able to meet and stay in contact with the many associates I’ve worked with since day one – and there’s been so many. That’s really the biggest thing; you make a lot of good friends and meet some really great people through jobs like this. It’s what helps your career and keeps you sticking around.”
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Surely, it’s these relationships and networking opportunities that have fueled Thackeray’s success as an associate rep with ACMO. Asked if he would advise other industry reps to follow in his footsteps, his response is clear: “I absolutely encourage people to get involved in the industry that they work in. It’s a great way to meet people, it’s very fulfilling, and the reality is if you don’t get involved in your industry, you risk falling behind in your industry and missing opportunities to grow your business.” Speaking to his personal growth, Thackeray says being named ACMO’s 2015 Associate of the Year is a significant milestone in his career. Recalling that initial call from the Awards Committee, he notes, “It was very, very humbling to hear I was selected because it’s a huge honour to be recognized by your peers, and there are a lot of worthy candidates out there.” Looking ahead, Thackeray is happy to continue his work with ACMO, as well as his ongoing community work as a hockey coach and local sports supporter in Oshawa. And where does he find the schedule? Easy, he says: “When it’s important, you find the time.”
2015 ACMO Annual Awards Supplement
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DONNA FARR AWARD
TRACEY GUNN
DONNA FARR AWARD ACMO’s Donna Farr award was introduced 2015 to honour an ACMO instructor who has demonstrated an outstanding dedication to the delivery of its RCM program. In many ways its debut winner, Tracey Gunn, fits the bill. As founder and owner of her own property management firm in Uxbridge, Ontario, Gunn has been a passionate supporter of industry education and a role model for entrepreneurs. Her experience stretches back to the mid-1990s when she served as both a consultant to small businesses and trainer for condominium clients seeking new software solutions in advance of the infamous Y2K turnover. “The whole software industry was exploding around that time and everyone needed new software that was Y2K compliant. As luck would have it, there were no qualified trainers in Ontario, so I jumped on that opportunity,” she recalls. “Prior to that, I had always enjoyed training and teaching, but it was during that time when I really got a good feel for leading long-term implementation and training projects that I caught the bug.” Gunn’s skill and affinity for training would later come up in conversation with ACMO veteran and lifetime member Andy Wallace, who opened her eyes to teaching opportunities within ACMO’s education program. “I remember telling Andy that I would love to be able to have the opportunity to teach at some point in time. I didn’t think much of that dinner conversation after, but about a year later I got a call from him and sure enough he had remembered that conversation and had an open training opportunity,” she explains.
Classwork notwithstanding, Gunn has also dedicated over four years to ACMO’s Professional Development (PD) Committee. Herein, she is proud to use her expertise to help shape the association’s educational programming. “That’s where my passion for education comes from; ensuring that we continue to challenge the education programs and make sure that our students are getting the best training that they need,” she insists. In regards to receiving ACMO’s Donna Farr award, Gunn admits it was both humbling and an honour to be selected, especially given the amount of high-calibre instructors on ACMO’s roster. She adds the award was also a welcome surprise in her career, noting, “When I decided to open my own firm here, I thought that was the pinnacle of my career – the icing on cake. I believed I had reached the top of my career, but this award has pushed me to be that much more.” Gunn thanks her students for the recognition, as well as her fellow instructors who share a responsibility for mentoring the industry’s next generation of leaders. Lastly, she thanks ACMO’s staff and its PD Committee for their ongoing support, saying, “Their level of constant support is what makes it easy for me to do my job.”
And so, just a couple years after founding Traway Property Management Services Inc. in 2007, Gunn came on board with ACMO’s education program as an instructor in 2009. In the years since, she has taught financial planning for condominium managers on a part-time basis both in-class at Humber College and through Mohawk College’s online programs. Teaching has been a great fit for Gunn, who says the most rewarding part of the job is watching industry newcomers develop their skills and take a genuine interest in the field. And while she admits it can be a challenge to break down industry misconceptions and prepare rookies for such a complex profession, it’s the little moments that feed her passion. “Let’s be honest, the material I teach can be difficult and dry for some people. That’s why, when I see students become animated and interested in the subject matter, and when they start to genuinely participate in what I’m teaching, it is very rewarding,” she says. “And then, there’s always that ‘ah-ha’ moment when you know they understand the material. The light bulb goes off. It’s a feeling I can’t describe, and it’s rewarding all its own.”
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GENESIS AWARD
VJOLLCA KAPLLANI
GENESIS AWARD
Vjollca Kapllani had no plans to pursue a career in property management when she first came to Canada with her husband and twin girls in 2009. Now, as a property manager for Toronto’s Spire Condos nearly six years later, she can’t imagine doing anything else. “I love my job,” she says. “The day-to-day work is one thing, but the feeling I get when I help residents with a big problem or issue is something I don’t think I’ll ever stop enjoying.”
position open. Kapllani won the position and, in 2013, went on to officially replace the Spire’s property manager after temporarily assuming the role for five months following his retirement.
A new arrival from Albania, Kapllani took her first job as a as parttime cleaner at the Spire, a 45-storey, 360-unit residential high-rise in Toronto’s downtown core. It was an ideal position at the time, offering her the flexibility to share child care responsibilities with her husband and become acquainted with the day-to-day operations of a major city building.
Reflecting on her growth in the industry, Kapllani says she is proud to have earned the position she enjoys today and is thankful for the personal and career opportunities it has presented, noting, “It’s been a very rewarding job – especially the times when I can make a positive difference for residents. It’s not always simple, and it can be very challenging some times, but I like to think and act positively and put myself in their shoes. I ask myself, ‘How I would like to be treated right now? What would I want?’ and those questions are what guides me in figuring out the right way to help.”
Once her kids were old enough to start school, however, Kapllani took the opportunity to move into a full-time cleaning position. It didn’t take long before her quality of work and care for residents became noticed by the building’s management staff. As such, she was quick to form a friendship with its property manager and administrator, the latter of whom, Susan Bailey, encouraged Kapllani to take ACMO courses and learn more about the business. “I wouldn’t be where I am without Susan. She is one of my best friends and one of the most important people who helped me become the person I am today,” says Kapllani. With her courses complete, it was just a matter of time before the right opportunity presented itself. That chance came soon after when Bailey moved to another role, leaving the administrator
On top of the everyday challenges, Kapllani says her most daunting obstacle has been learning to communicate effectively with both the Spire’s Board of Directors and its residents. It’s been a long journey, to be sure, but one on which she thrived thanks to support from everyone in the building. “When I first started working at the Spire, my english was my weakest point. I was always really aware of that and kept asking myself if I’d ever be able to talk to people on their level, because that would make my job easier and it would make me feel better. Thankfully, everyone was very welcoming and I’ve been lucky to learn in such a special community,” she reflects. It’s been nearly six years since Kapllani first step foot within the Spire. Looking at her years ahead, however, Kapllani is eager to continue growing as a property manager and be a mentor to those who would pursue similar careers. Asked to share her advice for up-and-coming property managers, she adds, “You have to love what you do, and you have to be able to listen to your residents and your team because that’s the only way you can solve problems and find out what really needs to be done.” As for receiving ACMO’s Genesis Award, Kapllani feels both humbled and honoured to be recognized as a stand-out newcomer in her field. She thanks her employers at Y L Hendler Ltd. for the opportunity, and the Spire’s Board of Directors for instilling her with the encouragement and continue her success. “Becoming a property manager was a big opportunity, so I have to thank everyone who helped me,” she concludes. “This award is a huge honour and it inspires me to keep improving my performance.”
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2015 ACMO Annual Awards Supplement
GENESIS AWARD
BILL TOURLOUKIS GENESIS AWARD
The Genesis Award was created in 2015 to recognize a newcomer to the condominium management industry who has demonstrated exceptional service and commitment to their craft. And while Bill Tourloukis is indeed three-anda-half years young into his tenure as property manager of Thirty-Three Harbour Square, he is certainly no stranger to working with people. “In my former life, I spent 27 years working for a very large social service organization in Toronto where I was responsible for overseeing residential and support programs throughout the city. I loved what I did, and that experience gave me the skills, inspiration, and confidence to move into property management,” he says. Tourloukis launched his career change by going back to school and obtaining his Certified Human Resources Leader and Registered Condo Manager designations; the latter of which he completed in two years while working full-time for a major property management company. In addition to this formal training, he was guided by eight years of experience on the Board of Directors within his former condo residence. Here, he served as treasurer and gained a perspective that continues to inform him in his role. “Serving on the Board of Directors when I lived in a condo is something that really helped me,” explains Tourloukis. “I had an opportunity to appreciate the level of engagement and quality of service a board expects from their property manager, because I was at the receiving end of this service.” In April 2012, Tourloukis assumed the role of property manager at Thirty-Three Harbour Square, a 542-suite luxury condominium residence situated near Toronto’s waterfront. Celebrating its 40 th anniversary in 2015, the high-rise has proved an ideal testing grounds for Tourloukis, who has enjoyed the opportunity to put his HR training and affinity for resident relations to the test.
Truly, what makes the job for Tourloukis is being surrounded by dedicated professionals and welcoming residents. That includes the building’s team of 21 full-time staff and Thirty-Three Harbour Square’s Board of Directors – both of which he insists play a vital part in enhancing the quality of life for residents and his passion for the job. “I am most grateful to Brookfield Condominium Services for the opportunity and the on-going support. We’re all very connected here and that’s important. It doesn’t matter what building you’re at, if you’re a property manager, you can’t do this job if you’re not part of a team,” he insists, adding, “And even though I’m definitely honoured and thankful to receive ACMO’s award and be told that I’ve provided exceptional service, the truth is I certainly haven’t done it alone.” Offering advice to those new to the job, Tourloukis says industry relationships are key and it’s always valuable to seek opportunities to expand one’s community: “Networking is absolutely important, and I really enjoy going to all the events like the ACMO and PM Expo. There’s really so many opportunities out there to meet other managers and develop a support system.” With a thanks to his staff and residents, he adds, “I said it before, but it’s true: you can’t do a job like this alone.”
“One of the biggest things that makes this job interesting is that no two days are alike. Every day you’re dealing with something different, and it’s never a 9-to-5 job because lives don’t start and stop according to an eight-hour shift,” he notes. Tourloukis admits that while he knew what kind of career he was getting into, his is a position that never fails to offer new challenges and complexities. Nevertheless, he derives satisfaction from working with the building’s committees to learn from its owners and staff in all areas of operation. “It’s a very interesting job, and there’s so many components to it. Between the technical aspects and the financial side, I try to get involved in everything and I’m constantly learning more and more by sitting on our many committees,” he says.
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SPECIAL RECOGNITION AWARD
DEBBIE WILSON
SPECIAL RECOGNITION AWARD ACMO’s Special Recognition Award is given to someone within the industry who’s peers have deemed them deserving of the industry spotlight for, as the association describes, “their exemplary dedication and distinguished service that has positively impacted the condominium management industry or the condominium community.” ACMO’s Special Recognition Award is given to someone within the industry who’s peers have deemed them deserving of the industry spotlight for, as the association describes, “their exemplary dedication and distinguished service that has positively impacted the condominium management industry or the condominium community.” This year’s winner, Debbie Wilson, was nominated for exemplifying these traits in her numerous industry roles and in her position as general manager of the Condominium Division with Apollo Property Management Ltd.
We are proud to congratulate
Bill Tourloukis
“I was absolutely thrilled and surprised,” she says, thanking everyone who has supported her throughout her celebrated career. An ACMO Board member, Debbie Wilson gives her time and expertise to numerous industry initiatives. She is the chair of ACMO’s Regional Committee, where she assists in the planning of province-wide events across Ontario; and is responsible for ACMO’s luncheons which are held regularly in the GTA and provide Property Managers with the ability to obtain ongoing education. In addition, Debbie served on the association’s Professional Development committee and has held key positions in other industry organizations, including past president of the Canadian Condominium Institute’s (CCI) Ottawa Chapter. She has also been a regular speaker on the topic of Condominiums at many highprofile events such as the Ottawa Home Show, Ottawa Renovation Show, and the Annual Condo Conference hosted by ACMO and CCI-Toronto. Perhaps one of her most influential roles, she notes, has been as one of the online teachers for ACMO’s Condominium Law Course, offered at Mohawk College. “I’m most proud of the opportunity I’ve had to give back and seeing the people that I have helped move forward in their careers, and I’m especially proud of the students I taught the Condominium Law Course and now get to see working as a professional in the industry with their RCM [Registered Condominium Manager] designations.”
of Brookfield on winning the Genesis Award
These accomplishments notwithstanding, Debbie has accumulated a celebrated career in Condominium Management. She is an active champion for industry education, and has demonstrated her commitment to giving property managers and real estate stakeholders the resources and mentorship necessary to achieve success. “Ongoing training and education is absolutely key for this constantly changing industry,” she insists. “Board of directors rely on their property manager for their expertise, knowledge and recommendations for the successful management of their properties. Without proper education, property managers would not be able to fulfill this every expanding role.”
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