Customer Service Manager
Resume:
Kyle C. Sherlock
Ft Myers, FL 33908
***********@**.***
Education: Western Illinois University, Macomb, Illinois
Bachelor of Science
Major: Recreation, Parks & Tourism Administration
Minor: Business Management
Certifications: AFAA Certified Personal Trainer
CPR/AED and First Aid
Professional Zen Micro Spa (@ South Seas Resort),
Captiva, FL
Experience: Spa-Tini Tea Bar Spa, Sanibel, FL
Manager, June 2006-December 2009
I worked at both locations managing
daily spa operations and a staff of 15
people. Daily responsibilities
included: scheduling of technicians, booking
appointments, processing payments,
end-of-day reconciliations and ensuring a
pleasant experience for spa guests.
Other duties included: ordering supplies,
dispute resolutions, week-ending
balancing of books, commission payouts,
bi-weekly payroll for all employees
and keeping spa P.O.S. software updated for
both locations..
Jurlique Wellness Spa & Fitness
Club, Atlanta, GA
Fitness Manager, November 2004-June
2005
Involved in initial start-up and
opening of this new full-service fitness facility
located in the InterContinental
Buckhead, a five-star luxury hotel. Established
procedures and protocols utilized in
the management of day-to-day operations
of the fitness center. Established
criteria for fitness evaluations and created all
fitness forms used by the club,
including health history and fitness survey forms.
Provided club orientation and
personal training services to hotel employees,
guests and club members.
Responsible for ensuring that all fitness equipment
was maintained in proper working
order. Maintained working knowledge of
P.O.S. software and provided
excellent customer service to spa guests.
Sanibel Harbour Resort & Spa, Fort Myers, FL
Fitness Manager, December 1998-November 2004
Promoted to manager in January 2001 and was responsible for
overseeing entire fitness department at this AAA Four-
Diamond Award-winning hotel and resort (Member, Preferred
Hotels & Resorts Worldwide). Designed and implemented
fitness services offered on spa menu of services.
Purchased and maintained all exercise equipment and
determined layout for fitness center floor. Presented
status reports at weekly meeting of managers and director,
and submitted capital expenditure proposal to spa director
on an annual basis. Managed fitness center staff,
interviewed candidates and made hiring recommendations to
human resources department. Provided job-specific
orientation and training to all employees, prepared
schedules, purchased employee uniforms, conducted
performance reviews and addressed disciplinary issues and
documented accidents. Also provided personal training
services to spa members and resort guests and served as Spa
Manager on a rotating basis.
Self-employed Fitness Trainer, Fort Myers, FL
May 1997-December 1998.
North American Family Institute, Fort Myers, FL
Juvenile Counselor, October 1995-May 1997.
Counseled juveniles housed in level 6 juvenile detention
facility. Provided assistance and guidance with daily
activities and school responsibilities. Served as G.E.D.
coordinator. Prepared and implemented lesson plans for
G.E.D. candidates.
United Parcel Service, Rockford, IL
Operations Supervisor, May 1994-August 1995.
Managed staff of 15 employees at Rockford Air Hub, which is
responsible for shipping all next-day air packages.
Oversaw operation of run-out belt that delivered packages
to eleven destinations. Also responsible for performance
reviews, payroll, and OSHA compliance.
Bally's Rockford Health Club, Rockford, IL
Program Director, October 1993-May 1994.
Responsible for membership sales, customer service, and
educating members regarding proper use of exercise
equipment. Developed personalized training programs. Also
performed routine maintenance on exercise equipment.
References Available Upon Request.
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