Customer Service Social Media
Resume:
Nica Giancaterino
Gilberts, IL *****
*********@*****.***
Professional Summary
Building the foundation of business operations and customer-focused service, with marketing & social media experience
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
General Manager
Game Night Out-Hoffman Estates, IL
April 2025 to Present
• Operations & Reservations Management: Oversee daily operations, ensuring efficient handling of reservations and seamless guest experiences.
• Beverage Ordering: Manage inventory and ordering of all beverages to maintain optimal stock levels and quality.
• Team Leadership: Lead and support staff, ensuring effective team management and performance.
• Culture & Atmosphere: Foster a positive work environment and build a strong, cohesive team culture that reflects our brand values.
• Client Acquisition & Retention: Strategically attract new clientele while maintaining strong relationships with existing guests to ensure long-term loyalty and satisfaction Owner/Operator
Nica G Photography-Gilberts, IL
May 2012 to Present
Privately owned and operating photography business. Specialized in outdoor/indoor photography & editing.
Assistant General Manager
PickleHaus-Algonquin, IL
July 2024 to April 2025
Facilities operations, customer service, managing staff, marketing and promotion
• Manage all aspects of the facility, including daily operations, scheduling, and maintenance management
• Supervise, train, and schedule facility staff, including court attendants, customer service representatives, and coaches.
• Recruitment, onboarding, and performance evaluations of staff members
• Highly focused on Customer Service
• Develop and maintain relationships with members and regular patrons to enhance customer loyalty.
• Marketing & Promotion
• Assist in planning, organizing, and executing events, tournaments, and leagues.
• Support the development and implementation of programs, clinics, and lessons to attract and retain
• Financial Management
• Managing the facility budget tracking expenses and revenues.
• Cash management, including reconciling cash drawers and preparing bank deposits.
• Marketing and Community Engagement:**
• Support marketing efforts to increase facility visibility and attract new members.
• Assist in managing the facility’s social media presence, website updates, and email campaigns.
• Build relationships with local community organizations, schools, and businesses to promote the facility and its offerings.
Operations Manager
Pickle Haus-Algonquin, IL
October 2023 to February 2024
• Team Management: Recruit, train, and supervise a team of part-time customer service representatives. Ensure they deliver exceptional customer service and adhere to company policies and procedures. Work with the Operations Director to conduct performance reviews with the front desk staff.
• Guest Services: Oversee the front desk operations, including staff & guest check-in/check-out processes, guest inquiries, reservations, and general assistance to ensure an enjoyable guest experience. Ensure the front desk and reception area is kept clean and organized.
• Responsible for Sales and Inventory
• Customer Relations: Address guest concerns and provide solutions to ensure guest satisfaction. Act as a point of escalation for complex guest issues.
• Club Management Software: Utilize our club management software to handle reservations, schedules, manage guest data, confirm staff payroll, and ensure accurate billing.
• Training: Develop and implement training programs for front desk staff to enhance their product knowledge and customer service skills.
• Scheduling: Create and manage staff schedules to ensure adequate coverage, particularly during peak business hours and special events.
• Reporting: Prepare and submit regular reports on front desk operations, sales performance, and guest feedback to the Director of Operations.
• Collaboration: Work closely with other departments
• Complete other tasks/duties as deemed necessary.
• Heavy Focus on hospitality
• Strong leadership and team management
• Passion for providing high level experiences for clientele Studio Assistant
Papadakis Photography-South Barrington, IL
August 2023 to October 2023
General Manager
The Edge Fitness Clubs-Crystal Lake, IL
October 2021 to September 2023
In this position, I am fortunate enough to have been responsible for opening the 3rd location in Illinois. Presale December 2021, from hiring entire staff to attaining member clientele through leads and outreach and ultimately grand opening the building/club.
Responsible include overall operational and financial performance of the club, including profitability, asset management, accounting compliance, member satisfaction, sales, personnel training and employee development.
Maintain managerial oversight for all departments. Member Service Manager
Life Time-Bloomingdale, IL
November 2019 to September 2021
As the Member Services Manager I am responsible for leading, coaching, and developing the Member Services team. My responsibilities include hiring, supporting and retaining individuals focusing on building long-term, value-based member relationships that enable achievement of acquisition and retention goals. In this position I also create, maintain, and execute the Member Services business plans and adjusts as needed to deliver results at or above company expectations in member acquisition & retention. I have a strong understanding of building relationships with my fellow leaders to ensure execution of retention related activities.
Accomplishments include:
Continues Retention of over 40% (individually) and 38% (as a club) for the percentage of members looking to make a change to their membership. I've done so by implementing structure and developing an effective execution of strategies to support the service profit chain. Continuously exceeding monthly and annual department budget, retention goals and KPI's Leading department meetings, team member engagement and team member support Strong ability to Interact with members to obtain feedback on quality of product, service levels and overall satisfaction, including online reputation management Members Services Manager
Life Time Fitness-Algonquin, IL
February 2016 to November 2019
• Deliver highest quality of customer service to all members and guests through professional greetings, account maintenance, and knowledge of Life Time products and services. Proactively meet the needs of members and accurately answer questions
• Manage payroll, scheduling and training of all Member Services Team Members
• Ensures team members understand customer service expectations and parameters
• Develop and effectively promote ideas for improving service and profitability to ownership
• Responsible for achieving or exceeding monthly and annual department budget and retention goal
• Recruits and hire of new Member Service team members
• Facilitates department meetings and trainings for all member services staff
• Continually verify business plans and actions to have a positive impact on club performance Assistant Member Services Mangager
Life Time Fitness-Algonquin, IL
April 2015 to February 2016
Member Services Team Member
Life Time Fitness-Algonquin, IL
August 2014 to October 2014
Studio Assistant
George Papadakis photography
Education
Certification in Photography
Art institute of schaumburg-Schaumburg, IL
September 2014 to May 2016
AAS in Graphic Design
College of DuPage-Glen Ellyn, IL
1996 to 2003
Master of Business Administration
Bachelor of Science
Bachelor's degree
High school diploma or GED
Master's degree in Liberal Arts & Sciences
Some college
Skills
• Filing
• Event sales
• Paychex
• Relationship management
• B2B sales
• Event planning (10+ years)
• Facilities management (6 years)
• Customer Service
• Restaurant management
• Inside sales
• Active listening (10+ years)
• Mentoring
• Food management
• Google Tag Manager
• Relationship building
• Graphic Design
• Construction painting
• B2B
• Microsoft Outlook Calendar
• Data collection
• Workday
• Microsoft Publisher
• Google Docs
• Copywriting
• WordPress
• Inventory management systems
• Serving
• Human resources
• Acquisitions
• Customer retention
• Adobe Creative Suite
• Computer skills
• Microsoft Office (10+ years)
• Attention to detail (10+ years)
• Communication skills
• Hospitality
• Google Search Console
• Teamwork (10+ years)
• Paid search marketing
• Management
• Adobe Photoshop
• Project management software
• Retail math
• Microsoft Office
• Mobile applications
• Time management
• Digital Marketing
• Photography
• Adobe Illustrator (10+ years)
• Office experience
• Quality control
• Kitchen management
• Payroll systems
• AI
• Email Marketing
• Coachability
• Computer literacy
• B2B marketing
• Photography (10+ years)
• SharePoint
• Problem solving (10+ years)
• Social media marketing
• Financial acumen
• Interviewing
• Adobe InDesign
• Mac OS (10+ years)
• Executive administrative support
• De-escalation techniques
• Analytics
• Marketing
• Basic math
• Computer Networking
• Office manager experience
• Content creation
• Word processing
• Interpersonal skills
• Adobe (10+ years)
• Microsoft Access
• Profit & loss (5 years)
• Financial report interpretation
• Branding
• Order entry
• Editing
• E-commerce (5 years)
• Asset Management
• Languages (10+ years)
• Performance marketing
• Succession planning
• Meeting Facilitation
• Tolerance for ambiguity
• PPC Campaign Management
• Product management
• Microsoft Powerpoint
• ADP
• Proactiveness
• Product demos
• Microsoft Excel
• Food service management
• General manager experience (5 years)
• Banquet experience (4 years)
• Financial statement preparation
• Adobe Acrobat
• Outside sales
• Conflict management
• Technology sales
• Bookkeeping
• Personal assistant experience
• Budget forecasting
• Special events
• Data entry
• Typing
• Orientation and onboarding programs (healthcare teaching and curriculum development)
• Writing skills
• Sports
• Salesforce
• Continuous improvement
• SEO
• DocuSign
• Sales
• Payroll
• Organizational skills
• Microsoft Word
• Travel planning
• Multitasking (10+ years)
• Accounting software
• Customer service
• Proofreading (5 years)
• Data management
• Property management
• Presentation skills
• Sales negotiation
• Financial management
• Forecasting (7 years)
• Accounting
• Video editing
• Cost control
• Administrative experience
• Social media management
• Wine knowledge
• NetSuite
• Microsoft Project
• Adobe Premiere
• Casual dining experience
• Recruiting
• Employee orientation
• Creative writing
Languages
• Bilingual
• Italian - Expert
Certifications and Licenses
Food Handler Certification
CPR/AED March 2020 to Present Leadership Certified Present Driver's License
Food Safety Manager Certification
ServSafe
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