Manager Customer Service

Debbie Winner

*** ****** *** *********, ** ***** . 760-***-**** . ***********@*****.***

CORE COMPETENCIES

. Operations . Sales . Administration .

Account management

. general manager . Client Service Delivery .

Client Relations . Client Retention

. Customer Service . Program Management . Team

Building . Business Development

. Promotions . Staff Management . Staff Training

. Time & Labor Management

. Resource Administration . Corporate Relations .

Territory Development . Brand Management

SUMMARY OF QUALIFICATIONS

. Over Eleven years of progressive success in multi-venue

lifestyle and fitness management. Experienced in daily

operations, employee development, personnel administration,

brand support, managing staff and client relationships, client

retention, community relations, business development, sales,

client service delivery, maintenance of inventory and

equipment, merchandising, brand visibility, public relations,

facilities improvements and maintenance, and team management

and training.

. Poised and confident manager with superior communications

skills. Record of excellence in the development,

administration and implementation of products and services and

the methodology to ensure success. History of record

efficiencies as a manager and administrator.

. Superior organizational skills with the leadership,

discipline and organization to foster relationships and develop

and motivate both colleagues and clients. Committed to team

building with a strong sense of priorities experienced in

successfully providing solutions and based on client goals.

. Certified Personal Trainer committed to excellence.

Experienced in developing successful client-specific fitness

programs integrating client goals with weight training,

cardiovascular conditioning, stretching, diet and nutrition

counseling with a diverse client base.

EXPERIENCE

2002 - 2013 Club One Fitness/Frogs Fitness, Encinitas, CA

Eleven years of progressive excellence and success with upscale

sports and fitness club. Began tenure as receptionist and

quickly was promoted to trainer, sales representative,

operations manager, and assistant manager and General Manager.

Progressive responsibilities and promotions include:

General Manager (2007 - 2013)

. Provide leadership and guidance over multiple club

operations including personnel administration for up to 75

persons including 7 department managers per club; staff

training, evaluation and new hires; sales, client service

delivery, implementation of club programs, services, and

promotions; development and implementation of operations

procedures and process controls; revenue administration, client

relations including conflict resolution; financial reporting

and documentation including payroll; and safety and continuing

fitness education.

. Develop and implement club programs specific to club

clientele and demographics.

. Manage sales and revenue administration including

mentoring staff to meet monthly, quarterly and annual sales

metrics.

Accomplishments include:

. Achieved 14 quarters of controllable profits.

. Achieved Safe Club Award 2011 for both Encinitas and

Solana Beach facilities.

. Achieved Lowest Attrition Award for 2010, 2011.

. Achieved Best Net Promoter Score in 2010, Encinitas

Debbie Winner Page Two

EXPERIENCE: Continued

Assistant General Manager (2007)

. Provided support to General Manager. Duties similar to

above including implementation of employee and member policies,

front line staff training, development of departmental

schedules, retail pro shop inventory control and management,

facilities inspections, safety policy implementation, payroll

reporting, documentation and communications.

Operations Manager, Sales Representative (2005 - 2007)

Operations Manager duties same as above.

. As Membership Sales Representative duties included all

aspects of fitness club sales including prospecting, cold

calling, up selling, client relationship management, and

developing community relations with local businesses,

associations, and groups.

. Developed relationships with current members and ensure

member satisfaction.

. History of achieving or surpassing all sales goals.

. Finished training and certifications as Personal Trainer

Service Desk Manager (2003 - 2005)

. Recruited, trained, motivated, developed and directed

employees.

. Oversaw daily operations of the service desk and

implemented GM policies and procedures for the safe and cost

effective operation of the service desk.

Service Desk Receptionist, Floor Trainer (2002 - 2003)

. Performed receptionist duties including guest and member

relations, communications and customer services.

. Provided instruction on weight training, cardiovascular

conditioning, stretching, diet and nutrition counseling for

club members.

1999 - 2001 Peak Performance Gym, Wilmington, NC

Customer Service Representative

. Provided superior customer services, handled client

relations, customer communications, conflict resolution and

guest relations.

1997 - 2002 Winner Party Boat Fleet, Carolina Beach, NC

Customer Service Representative/ Ticket Agent/ Server

EDUCATION, SPECIALIZED TRAINING & CERTIFICATIONS

2002 - 2005 Miracosta Community College, Oceanside, CA

General Education

2004-Present American Red Cross, CPR/AED Certification

2007 IHRSA International Health & Racquet Sports Club Association

Institute, Boston, MA

Management & Development Training

2006 - 2008 NATIONAL ACADEMY OF SPORTS MEDICINE (NASM), Personal Trainer

Certification

2004 - 2006 National Council of Certified Personal Trainer (NCCPT),

Personal Trainer Certification

Excellent references available upon request

Contact this candidate