Customer Service Manager
Resume:
Anne Wilkins
Overland Park, KS 66221
abjraw@r.postjobfree.com
Dear hiring manager:
It is my goal to be part of an organization which offers opportunities to
utilize my experience in operations, management, leadership, sales,
communications, organizational, and in-depth business skills. I am eager
to be a part of a team that strives to implement strategies designed to
achieve organizational goals and astounding guest service and has an
organizational need for my specific competencies in assessing and
mitigating risk, estimating and allocating of resources, directing
activities, organizing the workload, assigning tasks and controlling
project execution and costs.
I have a strong background combined with over fifteen years work
experience in execution and implementation in business. I am motivated,
detail orientated and self-driven. I hold extensive progressive experience
in customer relationship management, team building, and training. I am a
skilled communicator sensitive to diversity issues. Throughout my career
I have demonstrated for my employers and peers an exceptional ability for
meeting organizational objectives and demands. I believe that I could make
a significant and valuable contribution in your organization.
I look forward to the opportunity to discuss how my experience will be
helpful to your organization. Thank you for your time and consideration.
Anne Wilkins
abjraw@r.postjobfree.com
ANNE WILKINS
6713 West 146th Place #37101 (P) 651-248-
2841 (A) 913-***-****
Overland Park, KS 66221
abjraw@r.postjobfree.com
PROFESSIONAL PROFILE
An accomplished General Manager with over 15 years of direct and indirect
progressive experience in the both the public and private hospitality,
sports and recreation industry. Specific competencies include marketing,
sales, operations executive coaching, project management, leadership, team
building and technical/business writing. Regarded by management,
colleagues and guests as an organized, motivated and detail-oriented
expert, who analyzes environments carefully and creates appropriate
interventions; exceptional ability for meeting organizational objectives
and can effectively drive change, while building the type of diverse and
inclusive team that others want to join.
. Skilled Communicator . Passionate about guest
experiences
. Possess strong interpersonal . Ability to build Employee Morale
skills
PROFESSIONAL EXPERIENCE
General Manager Life Time Fitness 2007-
2009
Manage general operations of a 125 thousand square foot heath club.
Ensure the successful operation of the club by managing a multitude of
revenue and non-revenue business units which include fitness, aquatics,
spa, bistro, event planning, and child care. Represent Life Time Fitness
by promoting and selling programs, products, and services while
maintaining an inviting, community-like environment for members and team
members. Drive accountability, performance, and financial success across
all departments. Provide superior customer service skills and extensive
managerial skills while leading and managing the performance of 13 direct
managers. Ensure daily delivery of superior customer service, achievement
of high employee and member satisfaction and performance relative to
organizational objectives. Hire, train and develop new team members
including benefits qualification and administration.
. Develop and execute new construction and operational punch lists as
well as developing and maintaining superior operational efficiencies;
saving the company $85,000 in construction costs and saw 3% shrinkage
in electrical bills.
. Increased Club Net Promoter Score from 34 (October 2007) to 60.1
(January 2009) exceeding the Company average of 40.3.
. Created a winning sales and service culture hitting sales quotas 14
out of 18 months.
. Develop and facilitated Team Training for management team reducing
turn over by 62%
. Created and executed Life Time Games ("Olympics") for 70,
disadvantaged 10-11 year children in living in poverty or at risk of
violence.
Consultant DBM-Drake, Beam, Morin
2007
Function as Career Coach/Strategist and assist clients with DBM career
transition products/services in a high quality, highly effective,
efficient manner.
. Ensure quality delivery of career transition services according to
DBM methodologies and standards in one on one and Group Sessions to
direct and indirect client base.
. Provide one on one and group facilitation of: Career Assessment,
Resume Development, Networking, Research, Interviewing and Negotiation,
Workshops, Forums, Roundtable, Employee Transitions Meetings,
Separation Notification meetings, Navigating Through Organizational
Change and Leading Through Organizational Change.
General Manager Wellbridge, Flagship Athletic Club
2005-2006
Manage profit & loss and general operations of a13.8 million dollar
operation, including the day-to-day operations of a Multi-purpose Country
Club which included, fitness, aquatics, spa, bistro and bar, banquet,
meeting facilities, event planning, tennis, child care and tanning.
Provide leadership and manage the performance of 13 direct managers.
. Ensure daily delivery of superior customer service, achievement of
high employee and member satisfaction and performance relative to
organizational objectives. Awarded #1 place to work out by Minneapolis
and St. Paul Magazine.
. Implemented a service shrinkage program to reduce and maintain
industry levels for cost of goods sold, and alcoholic beverages saving
the business $18,000 after 2 quarters.
. Put into practice risk/loss management procedures including OHSA
training and health and safety standards, reducing risks to employees
and reducing fines from $7,800 to $0 over 4 months
. Hit sales goals for five consecutive months, netting 380 new
memberships
. Assisted in production annual marketing plan, this produced 4
seasonal brochures and 3 seasonal television commercial, as well as
monthly miscellaneous items such items grow our membership base by 4%
Community Center Manager the City Of Inver Grove Heights
2000-2005
Provided daily oversight and management for a 4 million dollar multi-
use facility which included, banquet facilities, catering and meeting
facilities, fitness, aquatics, ice rinks, childcare, and concessions.
Provide leadership and manage the performance of 10 direct managers and
200+ indirect employees.
. Created and implemented all facets of a new business, including
marketing, branding, mission, programs, strategic plans, annual
maintenance plan, life cycle replacement plans and five year budget for
the center.
. Created catering menus and services for large group rentals
including weddings and business conferences, netting facility $120,000
annually.
. Developed and assisted in the execution of a seasonal promotional
brochure.
. Increased membership base by 66% between 2002-2005, increased
operational revenue by 360% from 2001-2005.
. Developed and implemented facility branded facility website,
marketing and sales materials.
. Served on employee benefit task force for city personal, including
negotiation of rates and products.
Aquatics Director School District 196
1997-2000
. Provide supervision and manage the daily operations of six indoor
pools and six multiuse facilities.
. Increased department revenue by 110%
. Offer leadership and direction, hired, trained and scheduled all new
staff for both union and non-union employees including coordination of
salary and benefits in accordance to AFSCME union contract.
. Developed and executed new programs for users
EDUCATION & CERTIFICATIONS
Professional Technical and Managerial Classes:
Trained facilitator of Situational Leadership, Thinking and Speaking on
your feet, Conflict resolution, and 17 indisputable laws of Team Work.
University of Phoenix - Business Administration
University of Minnesota at Mankato - Course Work
Normandale Community College - Course Work
Instructor Educator Work Place Safety, CPR, First Aid- American Red Cross
Labor/Management union training-AFSCME
Conflict Management for Managers- League of MN Cities
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