Customer Service Development Specialist
Resume:
BOB DIAMOND
SENIOR EXECUTIVE LEADER
Health and Wellness Expert Operations Strategist Systems and Staff Development Specialist P R O F I L E
I am a goal oriented and focused leader with a track record of creating highly engaged teams that positively improve the culture and performance metrics of organizations. I am passionate about providing the ultimate customer experience by creating a sustainable standard of excellence and motivating employees to exceed organization and customer expectations. W O R K E X P E R I E N C E
SENIOR GENERAL MANAGER / Tallahassee Region
YouFit Health Clubs July 2021- Present
Recruited under new venture capital group to expand market share, raise brand awareness, elevate service culture and improve P&L margins at all YouFit Clubs in the Tallahassee Region in anticipation of exponential growth nationally
• Coach and evaluate General Manager performance to ensure all financial goals and KPIs are consistently reached
• Create and implement strategies to ensure all locations are lean, profitable and the YouFit brand is protected at all times
• Maintain a positive and collaborative environment for all employees and provide mentoring and tools to enhance customer experience
• Selected to serve on the National YouFit Diversity and Inclusion Task Force to share best practices in developing strategies to broaden cultural awareness and tolerance
EXCUTIVE DIRECTOR / Strategic Wellness and the Michigan Athletic Club Sparrow Health System 2015 – 2021
Directly responsible for the day-to-day operations and leadership of a staff of 450 at the Michigan Athletic Club. Directed strategic planning initiatives and managed a P&L of $13 million. Managed and coached all department heads and team members with marketing, sales, operations and all revenue enhancement and cost containment action items. Led multi-million dollar operations and commissions budget. Supervised the Strategic Wellness Department and advised on new initiatives, fundraising events and community outreach
• Over 4 years, the company improved Annual Membership by 20%+, revenue by 15%+, and improved profitability from an annual net loss to
$1,950,000 EBITDA. Instituted a fast-response customer service program and a Net Promoter Score system that was adopted by the entire Sparrow Health System
• Grew a successful Food and Beverage program at the Sparrow MAC by adding innovative member and community classes and events, adding healthy menu options based on member feedback, adding pool side concierge dining service, and re-negotiating contracts with food and beverage vendors which collectively yielded a 50% food and beverage revenue increase during my tenure
C O N T A C T
E D U C A T I O N
S K I L L S
E X P E R T I S E
Developing and Directing
Organizational Strategies
Identifying Critical Gaps
Creating Positive Work Culture
Elevating Customer Experience
Optimizing Financial Operations
Building Strategic Partnerships
I N T E R E S T S
Hiking, Traveling, Cycling,
Coaching and playing sports
Spending time with family
**************@*****.***
Florida, USA
LinkedIn.com/in/robert-
diamond-283ab746
BA
Economics Marketing
Macalester College
Servant Leadership
Strategic Planning/Forecasting
Process Improvement
Operations Management
Financial Acumen
Board Engagement
Staff Development
Stakeholder Relations
Project Management
Highly Organized
BOB DIAMOND
SENIOR EXECUTIVE LEADER
Health and Wellness Expert Operations Strategist Systems and Staff Development Specialist W O R K E X P E R I E N C E ( C O N T . )
• Introduced innovative health and safety protocols during COVID-19 pandemic and led reorganization of facility to accommodate social distancing best practices
CHIEF CLUB OFFICER
Five Seasons Family Sports Club 2011-2015
Directed strategic planning initiatives and held P&L responsibility at a 16-acre resort-style, 140,000 square foot property. Responsible for all areas of indoor and outdoor operation and all aspects of employee management
• Generated a steady increase in the dues line and restaurant revenue by improving integration processes focusing on member retention along with member acquisition
• Developed community outreach, corporate wellness and referral programs to grow the membership base and enhance health and wellness within the Burr Ridge community
• Expanded quality and breadth of food and beverage, tennis, aquatics and fitness programming which led to an increase in daily check-ins, club utilization and member satisfaction
• Initiated a member driven Board of Governors to increase client satisfaction and loyalty which directly led to a dramatic increase in member length of stay
• Established well-loved signature events that differentiated Five Seasons from the competition and increased member spend and total revenue generated
• Created a unique strategic plan that led to an unprecedented 20% increase in net operating profit and in club, spa and food and beverage in 2015
GENERAL MANAGER / Regional Corporate Wellness
XSport 2006- 2011
Accountable for directing team to achieve a consistent YoY growth over a five-year period in four major revenue centers including spa, personal training, membership and other income
• Drove systems to ensure key measure of customer service (NPS) was met consistently
• Led sales team to five consecutive years of membership growth that exceeded company and industry averages
• Built relationships with various corporate wellness partners to increase market share and developed mutually beneficial relationships with key community leaders
• Achieved the company’s top average NPS score (51) over 12-months A W A R D S &
C E R T I F I C A T I O N S
Guest Lecturer: MSU School of
Hospitality
Board Member: Sparrow
Development, Inc
Board Member: Sertoma
Speech & Hearing Center
Past President: Palos Hills
Chamber of Commerce
Past Member: Economic
Development Commission
Palos Hills
V O L U N T E E R
Sparrow Health System
Michigan Mile for Kids
MAC Attack Parkinson’s
BINGO for Sparrow Hospice
Les Turner ALS Foundation
Walk for Life Team Captain
Tag Days Captain
Buddy Ball Coach
Palos Hills Chamber Event
Host
Chamber Olympics
Pediatric Brain Injury Event
Host
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