Customer Service Assistant Manager

Mark B. Franklin

**** ****** ****

Indian Land, SC 29707

Email: ****************@*****.*** Mobile 757-***-****

CAREER PROFILE

** ***** ***** *** ********** experience; customer service oriented.

PROFESSIONAL EXPERIENCE

Member Concierge III/Sales, Lifetime Athletic February 2020 - Present

335,000 sq. ft. resort destination with over 13,000 members

First point of contact for members and guests entering resort

Provides tours and enrolls new members

Provide account maintenance, service delivery, programming insight and member/guest engagement.

Builds relationships with members and guests. Regulating crating extraordinary experiences

Receives and facilitates inc0ming phone calls from members and guests

Maintains updated knowledge to appropriately educate all members and guests of club programming, events, pricing and policies

Assists members with account maintenance, processing member needs, changes and transactions including programs, service, and product payments

Serves as point of contact for new member acquisition and member retention interactions

Engages in problem solving and services recovery for members questions and concerns, utilizing appropriate tools and resources

Manager, One Life Fitness April 2006 – December 2019

75,000 sq. ft. fitness facility with over 5,000 members

Significant contributor to One Life Newport News’ success as the #1 most profitable club out of 7 Hampton Roads locations

Rotational manager overseeing scheduling tasks, inventory, customer service and cash flow for five departments: Kids Club, Smoothie Bar, Maintenance, Customer Service, and Sales

Responsible for cash income which is up to $5,000 daily

Manages 45 employees

Conducts employee interview, orientation and training

Designed and presented 20+ marketing plans to gain corporate clients

Makes outside sales presentations to large groups (i.e., Health Fairs)

Maintains average sales goal of 98% on a monthly basis (60 to 75 new members)

Chosen by Owner/CEO out of 35 other Managers to help open new club in Northern Virginia (#1 Top Sales Manager while in Northern Virginia)

#1 Fitness Consultant 2017, 2018 and 2019 (18 locations)

Sales, Hampton Chevrolet/Mazda August 2004 – March 2006

Met sales goals of 8 to 15 vehicles sold monthly

Present product features, advantages and benefits

Responsible for the sale and paperwork of each vehicle sold

Knowledgeable and able to explain Finance and Insurance products

Understand trial closing and eliminating objections to the sale

Contact sold customers for retention of existing business and generating referral sales

Assistant Manager/Program Director, Bally Total Fitness August 2002 – August 2004

Program Director: responsible for sales goals, providing customer service and fitness training on equipment

Assistant Manager: responsible for sales goals, providing leadership to the Program Director Sales Team, supervising staff in daily maintenance, operations, sales, personal training while providing customer service and assisting in overall management of club.

Lead/Unit Supervisor, Water Country/USA March 2000 – August 2002

Water Country USA is Mid-Atlantic’s largest water park

Responsible for 2 of the 4 zones throughout the park; including attractions, slides, pools, playscapes, restrooms, changing areas, admissions, and grounds cleanliness. Ensures that park maintains exceptional guest services, safety and cleanliness standards.

Handle all schedules and time off requests for employees in their department

Tracked inventory of aquatic equipment throughout the park

Maintaining procedural, safety and guest service standards

EDUCATION

Thomas Nelson Community College, Hampton VA

General Studies

5/2022

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