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Manager Service

Austin, Texas, United States
October 17, 2016

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**** ******** **** ****, ******, TX 78729 (C) 404-***-****

Professional Summary

Technically-adept Member Services Manager with advanced knowledge of MS Office Suite and experience creating Excel databases and PowerPoint presentations for top management. As a Member Services Manager, I also served as the primary point of contact for all internal/external customer inquiries; managed complex schedules, budgets; facilitated department meetings, facilitated conference calls within region with other department heads. I am a professional who continually maintains a positive attitude while interacting with demanding clients. Skills

• Sales Force

• Dynamics

• BOSS/Member Services Management System

• Millennium

• Team Building

• Payroll/Kronos

• Conference planning

• Administrative support specialist

• Microsoft Excel certified

• Employee training and development/coaching

• Excellent planner and coordinator

Work History

Member Services Manager

02/2016 to 09/2016

Life Time Fitness – Austin, TX

In this role, I utilized my ability to hire, support and retain individuals focused on building long-term, value-based member relationships that enable achievement of acquisition and retention goals. I also created, maintained, and executed the Member Services business plans and adjusted as needed to deliver results at or above company expectations in member acquisition & retention. Other duties included:

* Serving members by setting an energetic, helpful and friendly tone; establishing genuine relations while connecting members to their interest groups; interacting with members to obtain feedback on quality of product, service levels and overall satisfaction.

• Ensuring team members understand customer service expectations and parameters Sales & Promotion.

• Developed and effectively promoted ideas for improving service and profitability to ownership Financial & Budgetary Department.

• Responsible for achieving or exceeding monthly and annual department budget and retention goal.

• Monitored payroll at all member service desks.

• Responsible for taking corrective action as necessary to ensure labor costs are within the budget while adjusting staffing Managerial & Supervisory Department.

• Recruited, interviewed, hired and oversaw training of new Member Service team members.

• Assessed individual performance, provided feedback, and recognition to team members.

• Facilitated department meetings and trainings for all member services staff. Business Administrator

02/2015 to 02/2016

Life Time Fitness – Atlanta, GA

• Completed member paperwork, including address changes, new members, electronic funds transfers and payments and possibly membership change requests.

• Ensured front desk cash drawer is properly closed and balanced each day.

• Managed payroll at all member service desks.

• Created staffing schedules.

Member Services Specialist

05/2012 to 02/2015

Life Time Fitness – Atlanta, GA

Ensuring Exceptional Member Service

• Responded attentively and promptly to member needs.

• Initiated, developed and maintained positive relationships with all members and guests.

• Anticipated member needs and interests and recommend programs, products and services .

* Appropriately scheduled members accurately for programs and services.

• Responded appropriately to questions and messages regarding member accounts.

• Processed member paperwork, including address changes, member cancellations, new members, electronic funds transfers, and payments.

• Tracked all service conversations and appointments appropriately in Sales Force.

• Attended daily huddle and assisted with the creation of the daily huddle prep sheet to increase the club Member Engagement Ratings.


High School Diploma:

2011 Milton High School - Milton, GA

Georgia Perimeter College - Alpharetta, GA


• National Certification with Life Time Fitness for Member Services Management References

Mishkat Lightwala

General Manager - Life Time Fitness

Gregory Gilbertson

Educational Specialist - Life Time Fitness

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