General Manager Customer Service

CLEMENT JACKSON

Columbia, Maryland ***** 443-***-**** ****************@*****.***

Professional Summary

Retired Air Force experienced General Manager with a proven track record of success in managing and growing health clubs. Skilled in developing and executing strategic plans, enhancing customer experiences, and driving revenue growth. Strong leadership abilities with a focus on team building and fostering a positive organizational culture. Committed to delivering exceptional results and exceeding business objectives.

Work History

General Manager 05/2007 to 01/2024

Federal State Department - Foreign Affairs Recreation Association – Washington, DC

●Generate $1.8M in annual revenue offset by non-profit facilitation

●Facilitated a 501(C) conversion resulting in a $10k per month tax savings

●Responsible for the day-to-day operations of the State Department’s employee recreational facility, daily parking for 500 State Department

●Led a team of 25 employees, to ensure smooth operations and excellent customer service

●Conducted regular performance evaluations and provided ongoing training and devilment opportunities to staff members, resulting in increased employee engagement and retention rates

●Simplified the payroll process and accounting assessment of POS gym memberships, parking passes, ticket sales, and consignments

●Created a community outreach program “Community Wellness”, which generated an annual $96K tax credit

●Negotiated a comprehensive health care plan that saved more than $4K monthly

●Actively participated during quarterly Board of Directors and Executive Committee meetings

Sales Manager 06/2006 to 05/2007

Healthtrax Fitness and Wellness – Gaithersburg, MD

●Responsible for facilities and team management

●Recruited and trained a customer service-oriented team of sales professionals, to achieve revenue goals, while controlling the payroll budget

●Executed dynamic training curriculum for all Wellness Program Coordinators, as well as monthly and annual goal-setting

●Prepared and facilitated weekly sales meetings focused on results recognition, marketing, and effective communication

●Consistently maintained the highest level of customer service with members, clients, and coworkers

General Manager 05/2004 to 06/2006 Washington Sports Club – Washington, DC

●Established long-range strategic plans and short-term operating results for over 2,000 member fitness facilities with an annual budget of $1.5 million

●Managed membership sales, marketing, and customer support operations

●Administered all business activities including procurement, P&L, systems support, financial reporting, logistics, and personnel development

●Recruited and trained fitness staff on effective sales and recruiting techniques

●Examined and evaluated the trainer's certification status and progression

●Monitored fitness programs services; reviewed daily fitness targets and sales and revenue goals along with quotas

●Directed facility operations to include promotional objectives; safety directives; front office maintenance, and housekeeping management

●Implemented operational strategies and effectively built customer and employee loyalty

●Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully

●Maximized operational excellence by mentoring personnel on management principles, industry practices, and company procedures

●Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems

●Developed and implemented strategies to increase sales and profitability

●Trained and guided team members to maintain high productivity and performance metrics

●Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage

●Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service

Manager/Employee Fitness Center 01/2001 to 05/2004

Washington Suburban Sanitary Commission (WSSC) – Laurel, MD

●Managed diverse operations and development of employee fitness center

●Accountable for procurement of fitness and other ancillary equipment

●Active board member directly involved with the recruitment of WSSC employees for fitness board membership; developed, negotiated, and disseminated fitness center policy

●Projected fiscal budget and submitted forecasts to fitness board for approval

●Implemented a structured training program to educate members on the proper use of fitness equipment

●Facilitated educational seminars in support of “Proper Nutritional Conduct”.

Services Director 01/1997 to 01/2001

United States Air Force, Civil Service – Fort Meade, MD

●Managed operations of government fitness and dining facility and staff of 100+ military and civilian personnel

●Proposed aggressive, comprehensive five-year improvement program for facilities and equipment upgrades of approximately $2 million, resulting in an award-winning health and fitness center

●Manage and submit budget for over $10 million of annual appropriated and non-appropriated funds

●Analyzed procurement practices and implemented consolidation and streamlining process resulting in first-year savings of $50,000 and continued cost reductions

●Developed, improvised, and adapted various activities to a wide range of participant's interests, while successfully meeting fund, facilities, equipment, and staff budgets

●Sourced, competitively bid, awarded, and administered sales contracts for the purchase of state-of-the-art equipment

●Coordinated, scheduled, and marketed athletic/ recreational programs and other special protocol events

●Trained and coordinated military members in a wide range of world-class athletic competitions, such as basketball, soccer, softball, bowling, golf, and eight-man tackle football

●Enforced application of policies and regulatory criteria and proper utilization of fitness equipment.

Education, Certifications, Corporate and Military Training

Associate of Arts: Business Administration and Marketing

Bryant & Stratton Business Institute - Buffalo, NY

Certifications

●CPR/AED

●Nautilus Equipment Trainer

●The Cooper Institute for Aerobics Research /Personal Trainer / Group Training /Physical Fitness

●American Aerobic Association International & International Sports Medicine / Personal Fitness

Trainer Certification

Corporate/Military Training

●Town Sports International Inc. General Manager's Budget and Sales Corporate Training

●Healthtrax Fitness and Wellness Regional Sales Manager Corporate Training

●US Air Force Executive Level Management Training

●US Air Force Services Civilian Commander Training

●The Cooper Institute Personal Training and Group Training

●US Air Force Mortuary / Search and Recovery Training

●US Air Force Physical Fitness Testing Administrators Training

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