Administrative & Customer Service Leader in Sports Operations
Resume:
MARLENA
STENSTROM
****************@*****.***
Bothell, WA 98012
W O R K E X P E R I E N C E
S U M M A R Y
Dedicated and reliable administrative and customer service professional with a proven track record in reception, facility operations, and team leadership. Skilled in managing day-to-day business operations, resolving customer concerns with empathy and efficiency, and ensuring seamless organizational communication. Strong interpersonal and technical skills, with a focus on excellence in service delivery and process improvement. Oversee administrative operations for Front Desk and Golf Desk including scheduling, hiring logistics, and request form processing
Develop and maintain internal documentation including SOPs, membership change logs, transaction reports, and seasonal checklists
Audit daily administrative reports, staff procedures, and security footage to ensure operational accuracy and compliance
Manage member account administration: upgrades,
downgrades, cancellations, refunds, and delinquent payments
Administer facility technology including POS systems, CourtReserve, and internal communication platforms Draft and manage all outbound customer communications for updates, program launches, and policy changes
Lead recruitment, onboarding, and training for desk staff; provide bi-weekly updates and continuous support via Sling Optimize daily workflows by adapting operational checklists based on seasonal needs and team composition
Administer all USTA league operations: team registration, policy compliance, match scheduling, and communication with league captains and officials
Manage enrollment and automated billing for junior and adult tennis programs, including RPM, Tier 1, and Academy pathways
Maintain data accuracy across schedules and program rosters while coordinating communications with tennis staff and members
Customer Service Manager & Tennis Operations
Coordinator
September 2024 - August 2025
Woodinville Sports Club l Woodinville, WA E D U C A T I O N Class of 2019
HENRY M. JACKSON HIGH SCHOOL
High School Diploma
S K I L L S
Administrative Operations & Reporting
Customer Service & Conflict Resolution
Staff Scheduling
Recruiting, Onboarding, and Training
POS, Reservation, Internal and External
Communication Systems
Written & Verbal Communication
Process Improvement & Documentation
Event Planning & Coordination
Team Leadership & Collaboration
L A N G U A G E S
English
Fluent
R E F E R E N C E S
Josh Doty
Connor Vordale
Caitlin Meuret
Former Colleague at Woodinville Sports
Club
Former Manager at Athleta
Previous Director at Calvary Fellowship
Church
Delivered professional guest check-ins, payment processing, and scheduling services using POS and reservation systems
Provided accurate, friendly responses to customer inquiries and maintained a welcoming front desk environment
Handled customer issues with care, escalating when necessary to ensure satisfaction Assisted with cleanliness and organization of shared facility spaces Navigated and utilized multiple software platforms to support efficient operations Delivered high-quality customer service by locating merchandise, answering questions, and providing styling advice
Supported operations on the sales floor, fitting rooms, POS registers, and inventory management Promoted brand values through consistent and knowledgeable customer engagement Front Desk Lead
Retail Sales Associate
July 2023 – August 2023 June 2024 – September 2024 August 2021 – January 2022
Woodinville Sports Club l Woodinville, WA
Gap, Inc - Athleta l Kirkland, WA
Oversaw safety and administrative logistics for all youth ministry programs and events Coordinated training and events with pastoral leadership, aligning with church mission and strategic goals
Engaged with parents and guardians to foster trust and build community within the ministry Led planning and execution of key events such as Vacation Bible School, family picnics, and volunteer training sessions
Kids Ministry Administrative Assistant
February 2019 – January 2022
Mountlake Church (Formally Calvary Fellowship) l Mountlake Terrace, WA Greeted clients and coordinated court bookings, rental management, and scheduling assistance Informed prospective clients about programs and handled program registration and payments Delivered exceptional service both in-person and over the phone to promote retention and enrollment
Front Desk Associate
July 2020 – June 2021
Tennis Outreach Programs – Eastside Tennis Center l Kirkland, WA Managed member check-ins and answered inquiries with professionalism and efficiency Handled incoming calls and member account requests; addressed and escalated concerns as needed
Maintained a welcoming environment for guests and members Front Desk Associate
January 2019 - February 2021
LA Fitness l Kirkland, WA
W O R K E X P E R I E N C E C O N T .
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