New York City Metropolitan Area
Service businesses grow when the day-to-day operation is strong enough to support the customer experience. When the structure behind the business is weak, the signs show up quickly through inconsistent service, rising costs, labor pressure, missed revenue, and frustrated customers. That is where my career has been focused. I step into service businesses that need stronger operating discipline and build the practical systems needed to move performance forward. Across hospitality and consumer service environments, my work has helped turn struggling operations into more profitable businesses. I have led revenue recovery, expanded service models, improved margins, and stabilized teams during periods of pressure and change. With a hands-on operating mindset backed by P&L accountability, I understand how decisions made on the floor affect the numbers, the team, and the customer experience. My strength lies in connecting those pieces so the business can operate with more consistency, profitability, and momentum. 𝐊𝐞𝐲 𝐀𝐫𝐞𝐚𝐬 𝐨𝐟 𝐈𝐦𝐩𝐚𝐜𝐭 ✅ Business Turnaround & Revenue Growth. I have restored underperforming service businesses to profitability, including growing annual revenue by 9-figures within 12 months. ✅ Operational Discipline & Margin Improvement. I improved profitability across high-cost operations through strategic initiatives including stronger labor planning, purchasing control, vendor negotiations, SOP development, and performance tracking. ✅ Team Leadership & Service Excellence. Through strong commitment to employee development and well-being as well as improved people operations delivery, I have effectively led teams with 500+ total employees to deliver peak performance in high-volume service environments. 𝐂𝐨𝐫𝐞 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐒𝐭𝐫𝐞𝐧𝐠𝐭𝐡𝐬 Operations Leadership | Spa and Wellness | P&L Management | Revenue Growth Strategy | Service Delivery Excellence | Workforce Optimization | Cost Reduction & Margin Improvement | Budgeting & Forecasting | Process Improvement | SOP Development & Standardization | Performance Management | People Leadership | Customer Experience Strategy | Business Development & Partnerships 𝐋𝐞𝐭'𝐬 𝐂𝐨𝐧𝐧𝐞𝐜𝐭 I bring a practical, hands-on approach to building stronger service businesses. If you are focused on improving profitability, strengthening operations, or improving service performance, let’s connect. 📧 [email protected]
During the pandemic, I inherited the business and led a full operational turnaround, rebuilding service excellence across on-site operations at the Brooklyn facility and at-home services for clientele across New York, Texas, and California. Oversaw service quality assurance, facility safety and compliance, and guest relationship management. Managed 150+ employees, managers and contractors. 𝐊𝐞𝐲 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬 ➥ Within 12 months, I grew annual revenue by 150% and reestablished the spa as an industry leader in Brooklyn, with several competitors duplicating the service model. ➥ To offset pandemic-related declines in on-site visits, I pioneered an in-home service model that increased revenue by 6 figures and expanded service reach beyond the Brooklyn facility. ➥ From wellness and treatment facilities to the bar and restaurant, I diversified revenue streams by optimizing previously underperforming departments. ➥ By strengthening the facility’s brand as a host for group bookings and exclusive-use events, I built private events and venue rentals into a 6-figure annual revenue source, growing volume to unprecedented numbers. ➥ Through persistent labor challenges, I stabilized the organization and kept employee turnover below 10% by improving workforce experience, onboarding, and department-level leadership support. ➥ To expand margins, I reduced expenditures, including 30% in payroll through efficient labor planning, up to 12% in inventory through purchasing discipline and tighter stock control and negotiation. ➥ Using an 80K-client database, I strengthened marketing campaigns across email, SMS, paid ads, events, and social media to support membership growth and revenue generation. ➥ I saved 5 figures annually by reducing fixed spending by 10% and overhead spending through cost improvement initiatives. ➥ By using AI tools, I turned reporting and milestone updates into clearer leadership communications.
I spearheaded strategy and execution to drive membership growth and deliver consistent, retention-driving service for 100-employee start up in growth mode. I oversaw people operations, including hiring, onboarding, and employee relations, while controlling operating budgets covering payroll, lease, utilities, vendor costs, and other monthly business expenses. I also owned revenue forecasts to guide business planning and growth strategy and served as the final point of contact for client escalations. 𝐊𝐞𝐲 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬 ➥ To strengthen membership growth and retention, I launched promotional programs including referral campaigns, win-back campaigns, group packages, and corporate partnerships while improving the overall member experience. ➥ I grew monthly revenue by 45% by optimizing service offerings and restructuring pricing for various service tiers. ➥ To improve sales performance and service consistency, I implemented staff training programs, KPIs, and performance tracking systems focused on prospect conversion and member experience. ➥ I strengthened employee experience across touchpoints ranging from consistent scheduling to more accessible day-to-day support, contributing to lower staff turnover within the first year of hire. ➥ I was handpicked by ownership to lead large-scale workforce transition efforts during company closure, leveraging exceptional emotional intelligence and empathy to preserve trust, dignity, and organizational stability.
Leading a team of 40, I directed full operations, with P&L accountability, for 5-room Manhattan location, balancing delivery of exceptional guest experience with explosive revenue generation across service and retail sales. I oversaw HR, including recruitment, scheduling, payroll, training, and employee relations. I also managed budgeting and drove cost optimization initiatives across labor, inventory, and vendor expenditures. Reported to the Vice President. 𝐊𝐞𝐲 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬 ➥ Through data-driven improvements in service and retail sales strategy, including pricing improvements, promotional offers, and partnership-driven guest acquisition, I increased overall revenue by 13%. ➥ I secured promotional partnerships with 100% of Times Square hotels lacking on-site spa services and increased partnership-driven sales by 32% through referral programs, group packages, repeat booking offers, and new guest promotions. ➥ By optimizing staffing schedules and cross-training staff to support other services, I slashed labor expenditures 18%. ➥ I championed enhancements in guest experience that significantly drove retention and repeat bookings.
𝐊𝐞𝐲 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬 ➥ Opened Red Door at The Chatwal Hotel, hired a starting team of 15, coordinated and performed all new hire training, while completing weekly scheduling for a team of 19 ➥ Procured and sustained business relationships through marketing mixers (Bloomberg, Goldman Sachs.) ➥ Multi-tasking at a corporate level in support of operations and business development ➥ Performed all night audit functions, Bank deposits, and handled petty cash for entire location ➥ Coordinated weekly inventory for 4 departments including the retail inventory for entire location ➥ Supervised, mentored, monitored and provided human resource administration to staff of 19
𝐊𝐞𝐲 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬 ➥ Supported business development initiatives by identifying customer needs and recommending voice, data, and wireless solutions that increased service adoption and customer retention. ➥ Assisted with onboarding and training new team members, providing coaching and performance feedback to accelerate learning, productivity, and overall team success. ➥ Delivered exceptional customer service by providing account support, reviewing service activity, and resolving inquiries with accuracy and professionalism. ➥ Consistently achieved sales and performance targets while serving as a positive team contributor and demonstrating leadership through collaboration and customer-focused service. ➥ Guided customers through troubleshooting and technical support for mobile devices and wireless products, improving customer satisfaction and issue resolution outcomes. ➥ Drove revenue growth and reduced customer churn by identifying opportunities to upsell products, cross-sell services, and strengthen long-term customer relationships.