Training Coordinator
Resume:
Drew Alison Burns ***************@*****.*** • 410-***-****
Capistrano Way, Odenton, MD
Summary
Dedicated and detail-oriented professional with extensive experience in managing office operations, administrative support, and training/leadership, new hire onboarding, and recruitment process. Demonstrated ability to improve filing/database management procedures by meeting time-sensitive deadlines. Skilled in reporting to C-level executives and contributing to decision-making process. Excellent in cultivating professional skills of cross-functional teams through specialized training and inspiring leadership. Success in exceeding management’s expectations by identifying and meeting their emerging administrative requirements. Expert at addressing customer queries over phone/email in timely manner. Articulate communicator with remarkable interpersonal, problem-solving, analytical thinking, and time management skills. Work Experience
39-Minute Workout and Wellness, Ellicott City, MD Oct 2019 – Present Operations Manager
Lead the successful on-boarding of new trainers, orchestrating staff schedules. Streamline and improve billing and member on- boarding processes by developing membership packages and overseeing new member registration. Plan and conduct customer engagement program, which included weekly check-ins, member correspondence, and appreciation efforts, culminating 70% increase in attendance. Assist in organizing an annual charity event and recruit a local gym to participate in a co-event. Utilize problem-solving skills to respond to complaints/concerns, resulting in improved customer satisfaction. Surpass expectations by providing efficient and effective support to members, staff.
• Showcased exceptional teaching abilities by delivering 16+ classes per week and providing additional coverage during staff absences, creating and maintaining delivery of the highest-attended class.
• Exhibited strong leadership skills by designing, procuring and distributing merchandise for gym, attaining 85% increase in marketing through merchandise sales.
• Achieved significant success in boosting participation by successfully creating and implementing a new class, resulting in consistently high attendance levels of 90-100% capacity.
• Developed and implemented innovative ideas for gym promotion and member engagement, culminating in increased membership and revenue.
• Contributed to the management of client relationship by assisting with database management using Go High Level and Active Campaign platforms, including contract and billing data, tracking delinquent accounts, and communicating with prospects and current members.
Supervisor: Abby Peterson, 301-***-****
Hours per week: 40.
Southwest Complex Fitness Center, Washington, DC Jul 2018 – Sep 2019 Wellness and Fitness Assistant Coordinator
Tracked and maintained membership participation in group fitness classes and gym attendance, resulting in improved performance metrics. Improved operational efficiency by evaluating and revising locker assignment procedures. Delivered engaging and effective group fitness instruction by teaching weekly Les Mills and freestyle classes to fitness center participants. Utilized data analysis skills by assisting in producing monthly reports of key gym metrics to better understand profitability, including class attendance and gym participation. Facilitated smooth operations by coordinating the gym schedule, ordering necessary supplies and equipment. Ensured facility maintenance by notifying management of cleanliness issues and necessary repairs.
• Showcased exceptional ability in fitness instruction by consistently leading engaging and effective group fitness classes, resulting in a 25% increase in attendance of fitness center participants.
• Exceeded expectations by providing efficient and effective support to members/staff, contributing to the smooth operation of the organization.
• Enhanced communication and engagement with members by creating and distributing monthly newsletters and group exercise schedules.
• Maintained strong relationships with federal occupational health employees by interfacing with them on a weekly basis and evaluating and tracking participation in health promotions. Supervisor: Tom Moore, 443-***-****
Hours per week: 40.
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Conquest Academy, Millersville, MD Jun 2013 – Present Vice President of Customer Service/Office Manager
Mentor a high-performing customer service sales team, responsible for responding to customer inquiries and addressing concerns efficiently and effectively. Maintain a positive working environment by maintaining close interaction with clients and staff, conducting numerous morale-boosting campaigns that achieve 100% staff retention. Exhibit expertise in sales and marketing by effectively overseeing prospective member recruitment and sales efforts, resulting in a 50% increase in recruitment success rate.
• Exhibit expertise in sales and marketing by overseeing prospective member recruitment efforts via multiple media channels, leading to 50% increase in recruitment success rate with consistent, continued growth.
• Enhance organizational efficiency by managing correspondence to and from the Academy, resulting in a 75% reduction in email traffic in the executive team's inbox.
• Recruit trainers and provides on-boarding of new hires. Presents bi-monthly retention status updates to senior management, resulting in a 75% increase in retention of members. Supervisor: Nathanial Grebb, 850-***-****
Hours per week: 12-15.
Steel Building Specialists, Halethorpe, MD Jun 2017 – Jun 2018 Office Manager
Delivered financial acumen by assisting with bookkeeping and processing all incoming invoices, maintaining accurate financial records. Facilitated business development by gathering and organizing information from subcontractors and supporting in the development of bid packages for potential projects. Organized special functions and social events, promoting team building and employee engagement. Assisted in project planning by downloading and organizing architectural drawings for potential and current projects. Improved financial workflow by creating and distributing lien waiver documents to subcontractors, ensuring timely payments to accounts receivable.
• Surpassed expectations by providing efficient and effective support to members, staff, and promoting the smooth operation of the organization.
• Streamlined communication and organization by managing all phone calls and correspondence, ensuring timely response to inquiries and effective communication with stakeholders.
• Ensured data accuracy by creating and updating personnel, financial, and other data in databases.
• Assured compliance with building regulations by obtaining building permits for city and county buildings. Supervisor: Emilie Yankus, 443-***-****
Hours per week: 40.
Regence Blue Shield, Burlington, WA Jan 2003 – Apr 2004 Boeing Customer Service Trainer
Conducted ongoing training and retraining for accurate claims, billing and inquiry processing and system usage. Developed and implemented staff presentation template catering to diverse learning styles. Assessed training program effectiveness through staff productivity analysis. Monitored trainee performance and ensured compliance with company standards.
• Implemented three month new hire training program for customer service reps, covering employment mandates, benefits, computer systems and telephone customer service skills. Supervisor: Josh Arquitt, 888-***-****
Hours per week: 40-50.
Northwest Workforce Development Council, Mount Vernon, WA Sep 2000 – Dec 2001 Job Training Coordinator
Engaged with diverse populations of various ages, socio-economic statuses, and education levels to facilitate their career development and advancement. Assessed client skills, abilities, work history, educational needs, barriers, and employment goals to devise effective job search strategies. Coordinated and shared information with educational institutions, employers, and community agencies, promoting productive communication and continuous program improvement. Administered the Test of Adult Basic Education to clients, ensuring compliance with local, state, and federal regulations regarding testing procedures.
• Leveraged human resource management principles and vocational counseling to effectively assist individuals with job searches, work-based learning, and career advancement activities, achieving a 75% success rate in securing employment. Supervisor: Brian Humphrey, 360-***-****
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Hours per week: 40.
Education & Credentials
Masters of College Student Personnel Administration University of Georgia, Athens
Bachelor of Arts in Psychology
The University of North Carolina at Chapel Hill, Chapel Hill Certified Fitness Instructor/Trainer (AFAA Certification) CPR Certification, Multiple locations, nationwide
Professional Training
• Preparing to Manage Human Resources
• Learning Experience Design: From Ideas to Impact References
Nathanial Grebb, Owner
Conquest Martial Arts and Fitness
311 Serendipity Road, Millersville, MD 21108
850-***-****, *********@*****.***
Supervisor
Lance Trippett, Owner
Conquest Martial Arts and Fitness
311 Serendipity Road, Millersville, MD 21108
970-***-****, *********@*****.***
Supervisor
Meg Yarbrough
39 Minute Workout and Wellness
8001 Hillsborough Road, Ellicott City, MD 21043
******************@*****.***
Professional Reference
“I certify that, to the best of my knowledge and belief, all of my statements are true, correct, complete, and made in good faith.” March 13, 2023
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