ANNA DECUSATI
**** ******** **** ****, ******, TX 78729 (C) 404-***-****
acw3j0@r.postjobfree.com
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.
Education
High School Diploma:
2011 Milton High School - Milton, GA
Georgia Perimeter College - Alpharetta, GA
Certifications
• National Certification with Life Time Fitness for Member Services Management References
Mishkat Lightwala
General Manager - Life Time Fitness
mlightwala@lifetimefitness.com
Gregory Gilbertson
Educational Specialist - Life Time Fitness
ggilbertson@lifetimefitness.com