El Segundo, California, United States
Customer support and operations professional with experience in high-volume, client-facing environments focused on delivering consistent service, resolving issues, and maintaining strong customer relationships. Skilled in managing member inquiries, coordinating scheduling systems, and supporting day-to-day operational workflows in fast-paced environments. Currently transitioning into remote SaaS customer support and customer success roles, leveraging a strong background in hospitality-style service, operations coordination, and direct client interaction. Experienced in handling customer issues across in-person and digital channels, with a focus on communication, problem-solving, and service recovery. Comfortable working in structured support environments including chat, email, and ticket-based systems. Strong ability to learn new platforms quickly and contribute to customer satisfaction, retention, and operational efficiency in remote-first teams.
Customer-facing lead responsible for delivering high-quality member support and ensuring smooth daily operations in a fast-paced performance training environment. * Provided front-line customer support across in-person, phone, and digital communication channels * Resolved member inquiries and service issues with a focus on satisfaction and retention * Managed scheduling systems and coordinated appointments between clients, trainers, and staff * Supported onboarding of new members and handled account-related questions and service needs * Maintained organized communication flow between members and internal teams * Contributed to operational efficiency and consistency of service delivery
Supported operational workflows and client service delivery within a structured, service-driven environment requiring coordination, communication, and systems management. * Coordinated daily operational processes and ensured smooth service execution * Managed scheduling and client-facing service coordination tools * Supported issue resolution and operational troubleshooting for member concerns * Maintained clear communication across teams to ensure consistent service quality * Assisted in improving workflow organization and operational efficiency
Led youth program operations with a strong focus on customer experience, staff coordination, and service quality in a high-touch hospitality environment. * Managed customer-facing program operations and resolved parent/client concerns * Oversaw staff scheduling and daily operational execution * Coordinated logistics, programming, and service delivery for participants * Communicated directly with customers to ensure positive experience and issue resolution * Maintained structured operations and ensured safety and service standards were met
Directly participated in the creation and implementation of The Clubhouse standard. Collaboratively developed and implemented a new curriculum and supervise Clubhouse areas from 2 years through 12 years old. Serving up to 60 children a day in the School-age room, this curriculum includes, arts and crafts activities, recreational games, and STEM lessons, where I provide hands-on, real-time guidance for the students. Delegate responsibility to associates to ensure programming runs smoothly. Lead School-age program interactions with families, including conflict resolution with participants. Exhibits excellent customer service to all families including overall satisfaction and basic disciplinary actions as needed. Manage school-age budgetary, material, and work space resources. Runs the front desk of the Clubhouse on occasion allows me to become proficient in CM-Plus and the Bay Club Connect check-in system.
Present, create and execute new youth soccer programs seasonally. Lead teams serving up to 22 players. Oversees the Freshman and Junior Varsity Coaches to maintain alignment with the program as a whole. Create and maintain schedules for games and staff, and implement coaching plans. After one year, was able to solidify the 2018 and 2019 CIF championships for the Southern Section Division V and Southern Section Division III.