Customer Service Manager

Elana Reynolds

*****.******@*****.*** Cell Phone: 201-***-****

A client driven and results oriented professional looking for a new position to apply my skills cross functionally within a corporate wellness program. Recognized as a person who is able to multi-task, proactively resolve problems, and consistently meet and exceed client objectives. Strong communicator with exceptional interpersonal, organizational, and time management skills. A team player with a high level of attention to detail; capacity to work autonomously, as well as, collaboratively and function in a fast-paced environment. Key skills include:

Program/Project Management Communication and collaboration Customer satisfaction

Organization and follow through Structured and well organized Consultative approach

WORK EXPERIENCE:

EXOS –– Swiss Re, Armonk, NY

Program Manager 9/2014 – Present

Strategic partner of the Corporate Real Estate and Logistics team to provide health and wellness services to members of the Health Club and all Swiss Re employees

Significantly improved the dynamics of the onsite Health Club and increased the Client Satisfaction Net Promoter Score from 28% to 83% from 2014 to 2015 by effectively managing resources, improve organization and facility appearance, communicating monthly updates with members, and consistently providing wellness programs each quarter

Rebuilt the Health Club program from the ground up and set a standard for a high level of customer service to Swiss Re employees that was not previously established

Reestablished the vendor relationship with Swiss Re to be more communicative and cohesive to help achieve business objectives while proactively managing client expectations and providing creative solutions

Effectively set, track, and achieve ROI for behavior change and health promotion programs to demonstrate the program benefits to employees

Responsible for the planning and execution of a variety of events to improve upon employee engagement from quarterly blood drives, the first annual Armonk Office Games, annual health fair, and health and wellness initiatives (movement breaks, weight loss programs)

Effectively communicate with internal and external clients throughout all stages of planning and execution, including the implementation of a follow up analysis to enable continuous improvements

Established strong relationships with external partners and vendors for blood drives and health fairs to obtain their participation in such events

Responsible for working collaboratively with local associations to organize Swiss Re's participation in community based events such as the Westchester Corporate Fun Run

Achieve short and long term goals through annual operating plan of site budget and programs

EXOS - White Plains/Somers, NY

Senior Health Fitness Specialist 5/2013 – 8/2014

Manage group exercise schedule including recruiting, hiring, payroll submission, training, and evaluating of instructors

Develop and deliver site wide behavior change programs

Responsible for all logistics and planning of building wide events including Weight Watchers at Work and blood drives

Established a company discount program with local fitness companies by building strong relationships with management and offering incentives to employees

Provide a high level of customer service to the client and their members

Teach group exercise classes and provide exercise prescriptions to members and personal training clients

RETROFIT - Remote

Exercise Physiologist 8/2012 – 6/2014

Meet with clients for weekly scheduled Skype sessions to discuss their progress in the program and assist clients in developing daily work out plans based on time constraints, physical abilities, and medical restraints

Monitor client’s physical activity progress via Retrofit's online based program

Collaborate with other wellness team experts and program advisor to ensure client is gaining from their overall experience

Motivate and guide clients toward their goal of weight loss and total wellness while following Retrofit guidelines

RICKS CENTER FOR GIFTED CHILDREN - Denver, CO

Student Administrative Assistant 8/2010 – 6/2012

Administrative duties including office work, organization and set up for events

Communicate with teachers and administrative regarding upcoming events and tasks to be completed throughout the school

Answer parent's questions as they arise regarding upcoming events, school closings, and admission inquiries

CENTER FOR PERFORMANCE EXCELLENCE - Denver, CO

Performance Consultant 5/2011 – 6/2012

Group consultations through the use of CBT and REBT based on the teams needs with focus on communication, team building, concentration/focus, imagery, motivation, and mental routines

Emphasis on interactive, group discussions, and activities

Communicate with coaches to develop plan for consultations with the team

WELLSPRING CAMPS - Scranton, PA 6/2011 - 10/2011 Behavioral Coach

Individual therapy consultations for up to 20 campers a week and group therapy consultations twice a week

Actively promote healthy eating and exercise lifestyles following the Wellspring program, with a strong emphasis on the mind and body connection

Proactively communicated with clients via an online after program to help ensure success and growth in camper’s program and new lifestyle

EDUCATION:

M.A. SPORT AND PERFORMANCE PSYCHOLOGY - University of Denver, Denver, CO Class of 2012

B.S. KINESIOLOGY - Penn State University, University Park, PA Class of 2009

CERTIFICATIONS:

ACSM Certified Personal Trainer, AFAA Primary Group Exercise, Mad Dogg Spinning Instructor, EXOS Performance Specialist, CPR/AED/First Aid certified

Contact this candidate