Houston, Texas, United States
A creative, innovative and hardworking individual who strives to exceed expectations given the opportunity.
Assist customers by offering detailed and up to date information about services, membership packages, events, fitness classes, and family-friendly activities. Help customers with reservations, booking fitness classes, parties, and event schedules across different brands within the company. Manage administrative duties such as updating customer profiles, maintaining accurate records, and assisting with billing inquiries. Work with internal departments to ensure customer needs are met, ensuring a smooth experience across services. Assist with upselling memberships, classes, and special packages to customers when appropriate. Utilize customer service platforms, CRM systems, and communication tools to track and manage customer interactions and improve service efficiency.
Collaborated effectively with company executives, department heads, and staff, utilizing in-person, phone, and Zoom communication channels to assess hiring needs, oversee onboarding, and ensure compliance with background checks, I-9 verification, and employee licenses. Monitored client deliverables, ensuring alignment with company policies and procedures. Led the hiring process, managing recruitment strategies through online job postings, social media (e.g., Facebook), and local community college outreach. Conducted thorough candidate assessments via LinkedIn, resumes, and applications, adhering to federal, state, and local guidelines. Executed interviews to assess candidate fit, ensuring successful long-term matches within the company. Extended offers and rejections as needed. Optimized the company's onboarding system by implementing new, improved methods to enhance functionality, consistency, and streamline onboarding processes for new hires. Spearheaded the implementation and functionality of a new payroll system, overseeing the seamless transfer of employee data from paper files to a digital platform. Ensured accuracy, functionality, and efficiency, resulting in time and cost savings for the company.
Conducted need-based conversations and offered tailored financial solutions to ensure superior customer satisfaction. Adhered strictly to banking policies, procedures, and training, aligning solutions with customer needs while meeting regulatory requirements. Utilized comprehensive product knowledge and customer relations skills to recommend and upsell additional products to meet customer needs. Processed high-quality referrals to appropriate partners, resolving customer issues independently by employing needs-based conversations, open-ended questions, and a strong understanding of available products. Handled de-escalation for complex customer issues, utilizing resources to identify and address dissatisfaction. Ensured upper management was equipped with comprehensive information, potential solutions, and attempted resolutions before escalating customer issues. Managed various financial transactions, including withdrawals, deposits, and balance inquiries, ensuring accuracy and adherence to company policies. Oversaw the processing of large cash shipments and conducted regular checks on employee drawers for security and policy compliance.