A Monday.com-based watchlist and escalation environment used collaboratively by the Client Success team. My contribution focused on workflow visibility, escalation coordination, follow-up monitoring, and service tracking — not sole ownership of the full operational infrastructure.
Collaborative operational environment — contribution focused on workflow visibility, escalation coordination, and follow-up monitoring alongside the Client Success team. Portfolio visuals contain fictionalized or redacted sample data for presentation purposes.
| Item | POD Leader | AD Oversight | CLS | Mgmt Fee | Date Added | Status | Risk / Code | Portfolio |
|---|---|---|---|---|---|---|---|---|
| Cedarbrook HOA | Elena Vasquez | Sarah Whitman | KS | $1,716 | Sep 2 | Stuck | Red | Full Service |
| Maple Ridge Condominiums | Marcus Hale | Daniel Brooks | JO | $2,188 | Jan 27 | Working on it | Red | Full Service |
| Brookside Commons | Marcus Hale | Daniel Brooks | HP | $7,218 | Sep 22 | Working on it | Red | Full Service |
| Northgate Village | Priya Shah | Sarah Whitman | AM | $2,046 | Apr 14 | Working on it | Red | Full Service |
| Riverstone Estates | Marcus Hale | Daniel Brooks | HP | $350 | Mar 18 | Stuck | Red | Full Service |
| Ashford Heights | Jordan Reyes | Sarah Whitman | AM | $6,028 | Mar 26 | Working on it | Red | Full Service |
| Linden Park Co-Op | Marcus Hale | Daniel Brooks | JO | $1,375 | Mar 26 | Stuck | Red | Full Service |
| Whitfield Crossing | Elena Vasquez | Sarah Whitman | JO | $1,850 | Mar 31 | Working on it | Yellow | Full Service |
| Stonebridge Manor | Marcus Hale | Daniel Brooks | HP | $2,654 | Apr 1 | Working on it | Yellow | Full Service |
| Harborview Towers | Marcus Hale | Daniel Brooks | HP | $3,476 | Apr 6 | Working on it | Red | Full Service |
| Greythorn Terrace | Marcus Hale | Daniel Brooks | JO | $5,459 | Apr 3 | Working on it | Red | Full Service |
| Fairhaven Place | Marcus Hale | Daniel Brooks | AM | $3,614 | Apr 7 | On Track | Green | Full Service |
Representative metrics that this workflow surfaces to operations leadership.
Concerns from board members, CAMs, and homeowner channels are normalized into a single watchlist record with severity, context, and ownership.
Each escalation is routed to the correct CAM with a defined next action, due date, and review cadence to remove ambiguity.
Aging logic flags items that stall. Watchlist communities surface in a priority lane with leadership visibility.
Structured follow-ups close the loop with the board and homeowners — every escalation has a documented recovery trail.
Weekly operational reports summarize escalation movement, resolved items, and accounts still requiring attention.
Improved visibility, workflow accountability, and operational follow-through across escalated communities.
Shared Client Success watchlist board, ownership, status, and escalation pipeline.
Stakeholder communication and structured follow-up cadence.
Client Success coordination channels and escalation huddles.
Portfolio-level rollups and weekly leadership reporting.
Drafting board updates, escalation summaries, and recap notes.