Sabrina Mabel Italia

Director of Spa & Wellness Massage Therapist Manager

Pleasant Hill, CA 94523 • 925-705- 6231 • adjhw6@r.postjobfree.com •linkedin.com/in/sabrinamabelitalia

Customer Satisfaction Holistic Wellbeing Business Profitability

Motivated, service-oriented professional with 19+ years of progressive and multifaceted experience in delivering superior customer service and ensuring profitability for the healthcare, spa, wellness, retail, and call center industries.

An exemplary leader and aspiring Spa & Wellness Director, capable of maintaining operational success through continuous training, coaching, and mentoring to ensure continued customer satisfaction and loyalty.

Demonstrate keen attention to detail while conducting sales forecasting, budgeting, team recruiting, and analyzing business needs.

Highly professional spa and massage services provider with vast and multi-disciplinary knowledge of anatomy, physiology, and kinesiology.

Equipped with excellent English written and verbal communication skills and strategic leadership style that drives operations successfully.

Spa Operations Management

Customer Service Excellence

Staff & Facilities Management

Healthcare & Massage Therapy

Leadership & Business Acumen

Budget Management & Reporting

Continuous Improvement Strategy

Employee Performance Management

Operations Strategy & Management

Business Strategy & Implementation

Recruitment, On-boarding & Training

PROFESSIONAL QUALIFICATIONS

Professional Competence and Business Ethics

Ensuring the spa's operational safety by enforcing and guaranteeing all employees' compliance with company, health department, and government's policies.

Equipped with the adaptability and outstanding time management qualities to respond to encountered issues, handle correspondence, and employ sound decision-making qualities in every incident with integrity.

Positioning the spa operations for competitive and long-term business success through effective pricing, sales, marketing, cross-selling strategies, budget management, and team management proficiencies.

Customer Focus

Utilizing superior interpersonal skills and professionalism when providing customer service to ensure positive customer expériences, loyalty, and sustainable profitability.

Responding to each customer inquiry, complaint, and follow-up correspondence in a timely and professional manner. Conducting customer satisfaction surveys to retain existing clients and attract new customers.

Possess the ability to identify sales and marketing opportunities and apply project management abilities in implementing the types of spa services that clients would benefit from to guarantee continuous customer satisfaction.

Leadership and People Management Skills

Assuring the consistency of service quality delivery through a stringent hiring, training, and coaching process.

Employing strategic planning techniques, organization skills, and motivational methods to influence and promote a positive working environment with a low attrition rate.

Promoting employees' professional growth through continuous improvement activities, such as facilitating additional training, enhancing knowledge on medical terminology and anatomy, and keeping staff updated on the spa procedures and policies.

EMPLOYMENT HISTORY

MASSAGE THERAPIST Independent Contractor Sept 2002 – Present

Operated as an independent contractor by providing onsite therapeutic massage services for various business and medical environments, such as a spa, clinic, and office. Collaborated and cultivated partnerships with other healthcare professionals such as chiropractors, physicians, psychologists, and physiotherapists to assist with treatments.

MASSAGE THERAPIST MANAGER Burke Williams Spa, San Jose, CA Feb 2019 – Dec 2020

Oversaw 55-60 massage therapists and the daily operations of the spa. Handled the hiring, training, and coaching of newly hired staff. Enforced spa employees' compliance with policies and regulations and execute disciplinary actions as needed. Promoted innovation and continuous improvement activities by supplying the team with current and relevant and scientific articles.

Utilized adept math skills to manage the spa's overall operating budget, maintain accurate documentation and reporting of retail, sales, and merchandising transactions, and note any discounted pricing and promotions.

Reported directly to the spa director. Worked shifts as the manager on duty by directing the spa operations and serving as the front desk support. Opened and closed the spa as designated. Managed and nurtured partnerships with vendors.

Sabrina Mabel Italia 925-705- 6231 • adjhw6@r.postjobfree.com PAGE 2

MASSAGE THERAPIST Burke Williams Spa, San Jose, CA Sept 2018 – Feb 2019

Delivered exceptional customer service by carrying out 25, 50, and 80-minute spa and massage services in a professional manner. Utilized analytical and interpersonal skills through courteous probing to assess, locate, and focus on the painful and tense areas of each customer's body.

MASSAGE THERAPIST Pixar Animation Studios, Emeryville, CA Oct 2016 – Mar 2020

Performed 8-10 minute massages at the desks of the production staff. Administered 15-minute flexible and multi-technique table massages in massage rooms to promote relaxation, tension-release, and creativity.

SEASONAL TOUR GUIDE Winchester Mystery House, San Jose, CA Aug 2018 – Oct 2018

Conducted research, delivered a presentation about the house's detailed characteristics, and facilitated the house tours. Built rapport and engaged customers through proficient storytelling techniques, gaining positive feedback and recommendations, and maximizing sales. Ensured that the house is well-kept and clean before and after each visit.

SENIOR INSTRUCTOR Burke Williams Academy of Massage Therapy, San Jose, CA Sept 2016 – Sept 2017

Assisted students in taking and passing their Massage & Bodywork Licensing Examination (MBLEx) while supervising the public clinic. Maintained class attendance, documentation of student performance, and recording of grades.

SENIOR INSTRUCTOR / SPORTS TEAM COORDINATOR National Holistic Institute, Emeryville, CA Jan 2011 – Sept 2015

Functioned as an instructor and mentor for the 900-hour core program. Subjects in the curriculum include science, eastern and western modalities, operations management, sales, marketing, and business strategy. Served as the Sports Team Coordinator from 2011 to 2013 with a consistent focus on client safety.

EDUCATION & PROFESSIONAL DEVELOPMENT

Massage Therapy Program Monterey Peninsula College, Monterey, CA 2002 – Present

Training Attended:

Managing Social and Human Capital Coursera Sept 2020

Introduction to Financial Accounting Coursera Sept 2020

Introduction to Marketing Coursera Aug 2020

Introduction to Operations Management Coursera Jan 2021

Crisis and Emergency Risk Communication (CERC) Conference Calls

The Centers for Disease Control and Prevention (CDC) Apr 2020

Advanced Neuromuscular Therapy Program National Holistic Institute (NHI), Emeryville, CA 2014

Topics: Lymphatic Massage, Trigger Point Therapy for Neck, Shoulder, and Hip

Kinesio Taping 1 – 3 Course Kinesio Taping International (KTAI), San Jose, CA 2013

Disaster Relief Massage for First Responders Family of Empaired Massage Association (FEMA), Los Angeles, CA 2006

Elective Classes Advanced School of Massage Therapy, Thousand Oaks, CA 2005

Topics: Therapeutic Stretching, Pregnancy Massage, Reiki I & II, Deep Tissue, Hot Stone, and Sports Massage

VOLUNTEER EXPERIENCE

Volunteer Role White Pony Express, Pleasant Hill, CA Jul 2019 – Present

TECHNICAL SKILLS

Computer Skills Social Media Management Microsoft Office Suite: Word, Excel, PowerPoint, Outlook

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