Customer Service Manager
Resume:
Jamal Grant
East York, Ontario, Canada
*********@*****.*** linkedin.com/in/jamalbrandonalesandergrant Professional Summary
Experienced manager adept at problem solving, gap analysis, customer service, hiring and training hardworking, quality staff. Motivated and practiced in customer relations and sales. Demonstrated skill in improving store operations, increasing top line sales and reducing costs while reaching out to customers to ensure a positive customer experience. Extensive background in recruitment and retention, mediation and records management while promoting a team-oriented environment that is conducive to a successful staff. Dedicated with an individualized client-focused approach, offering over 16 years of experience and knowledge.
Experience
Oct. 2018-Present
LA FItness, Toronto, Canada - Assistant General Manager/General Manager
● Implemented innovative programs to increase employee loyalty and reduce turnover
● Interacted positively with clients while promoting facilities and services
● Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations
● Perform intake and triage of complaints, queries and issues relating to customer service issues at LA Fitness
● Formulated and enforced company policies, procedures and quality assurance measures while training staff on how to improve client interactions
● Addressed inquiries from management regarding new hire activity and ongoing employee relation issues
● Responsible for overseeing sales staff of 20 members, which focused on providing outstanding customer service to clients
● Build and sustain community partnerships to resolve service gaps in club programming
● Attracted an average of 50 new clients per quarter in 2018-2019
● Managed accounts worth over $1 million in annual revenue
● Oversee TD/SB Corporate account
● Quickly identified problem situations and skillfully resolved incident to the satisfaction of involved parties
April 2014-June 2018
Good Life Fitness, Toronto, Canada - General Manager
● Promoted a positive atmosphere and went above and beyond to guarantee each client received exceptional service
● Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase employee and client satisfaction
● Encouraged feedback from clients, and used feedback to implement positive changes within the facilities
● Recognized and acknowledged outstanding staff performance to boost company morale and productivity
● Reduced labor costs by maintaining excellent service and profit levels
● Actively participated in ongoing customer-service programs to build sales August 2006-March 2018
Extreme Fitness, Toronto, Canada - Sales /Membership Manager/General Manager
● Team Lead: Sales department, responsible for recruiting and training new hires
● Organized/monitored club budget/KPI/petty cash in order to allocate appropriate funds
● Responsible for generating leads through various avenues to create potential new clients
● Motivated sales team to meet monthly club quotas within company standards Education/Training/Leadership Skills
Independence Community College, Independence, KS, USA Southern University, Baton Rouge, LA, USA
Associate Degree, Business and Communications
Management Courses: Building and Motivating Effective Teams While Setting and Achieving Desired Outcomes/ Building Community Capacity Through Engagement/ Dealing with Difficult People/ Assertiveness Skills/Crucial Accountability CPR Certified/JHSC Certified
● Foster an environment in which clients receive a high level of service and employees are motivated to deliver top performance and supported to reach all organizational and client centred goals
● Respected builder and leader of teams
● Instilled a shared, inclusive, enthusiastic commitment to customer service as a key driver of company goal attainment
● Accustomed to working in a fast paced environment with the ability to think quickly and successfully handle difficult clients
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