Assistant Director

Melody M Nieves

720-***-**** Aurora, CO ***** **********@*****.***

Customer Service Representative Administrative Manager

Leader and customer facing client care professional with a cumulative 15 years of attentive support for internal and external parties and ensuring consistent, efficient operations.

3 years of management and leadership experience with teams up to 40 personnel

10 years of passive sales and membership enhancement experience in the fitness industry

Caring and compassionate empath who can create a smile on the cloudiest of days

Soft & Technical Skills

Languages: Proficient in both Spanish and English, written and spoken

Customer Service: Active Listening, Empathy, Integrity, Conflict Resolution, Time Management

Security: PII, PHI, Data Encryption, HIPPA

Hardware: Personal Computers, Laptops, Printers, VoIP, Mobile Devices, Peripherals

Software/Applications/Tools: Microsoft Office Suite, 365, Teams, CRM, SharePoint, Zoom, Cloud Services

EDUCATION AND PROFESSIONAL TRAINING

Berkley College, New York, NY – AS Applied Sciences, 60 semester hours - GPA 3.1

CERTIFICATIONS

ISSA – Personal Trainer - 2018

AFAA Group Fitness Instructor – 2016

Cornerstones of Confidentiality, New York Employment Services System - 2003

Information Security Awareness, New York Employment Services System – 2003

PROFESSIONAL EXPERIENCE

COLOR – Latino Political Rights Group

Canvasser 09/2020 – Present

Denver, CO

Responsible for contacting the public via VoIP teleconferencing and business systems to educate the general population on specific measures and voting initiatives. Take general surveys of demographic concentrations and providing customer services to enable underserved communities find their closest ballot locations or guide them through online registration and mail in requests. Most recent campaign is seeking empathy from financial donors through registered in CRM platform.

Awarded top service representative of the week two times

Assisted 32 individuals convert from unplanned voter status to potential ballot

Reached out to over 1400 individuals in less than 2 months

Vasa Fitness

Group Fitness Team Lead 01/2017 – Present

Aurora, CO

The Group Fitness Team Lead is a multi-faceted role encompassing elements of administrative management, customer service, sales, and business analytics. The primary role is always to ensure that the customers are given high quality services and assistance when needed through various programs to suite the customer’s specific needs. Initiatives to enhance revenue by providing additional discounts and services to existing and new customers are implemented through courteous and detail oriented active listening, implementing customer suggestions and recommendations when possible and ensuring staff follow company procedures and policies.

Manage and professionally developed a team of 32 fitness instructors and personal trainers

Received meritorious promotions to Group Fitness Team Lead from top instructor

Consistently exceed corporate customer retention and satisfaction metrics MoM

Deliver a world class experience to members by cultivating a high-performance team that helps clients to discover their WHY

Pathfinder, A Schlumberger Company

Receptionist/Data Clerk 05/2008 – 04/2009

Farmington, NM

At Pathfinder I was responsible for greeting visitors and delivering exceptional customer service assistance to employees, clients, and third-party vendors. This entailed answering calls, managing correspondence and fielding them accordingly, addressing visitor questions and needs, and providing an overall welcoming environment. Additional responsibilities included database entry in customer relationship management software, maintenance record entry and service performance database entry.

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Near flawless database entry records on maintenance and CRM entries

Received consistent client praise for courteousness and professionalism

Praised for meticulous attention to detail

Hope Case

Case Manager 02/2003 – 01/2006

New York, NY

The role of Case Manager is the point of contact for new patient intake interviews to determine which services were needed, inputting client information into several online databases and making determinations for which programs clients qualified for based on state policy and procedure. I also built incoming client case files after reviewing documents and records and inputting client case files into computer database, sorting, and scanning client files and securely protecting client data according to HIPPA and state policy, often taking on overflow from the department Assistant Director for advanced case profile organization.

Client care also involved directly contacting health care providers, translating for clients, conducting client in-home visits, attending court hearings with clients, aiding clients in attending appointments and housing authority advocation and logging all client activities.

Built trustworthy rapport with over 60 clients directly as well as their families

Utilized bilingual skill to make psychosocial assessments and develop and implement viable care plans

Awarded Case Manager position from Administrative Assistant in less than 2 years

Various Group Fitness Instructor Roles 08/2008 – 01/2017

NM and CO

During this time I instructed multiple group fitness classes and several different gyms and small startup businesses through the community. I had partnered with schools, corporate wellness and dance studios exerting my talent and selling it to all outlets I could reach.

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