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<pre>Array ( [var] => cut_url ) </pre> Resume for Kellyn T. for Manager / Supervisor / Team Leader / Consumer Services in Smyrna, Georgia. Search More Resumes for Manager / Supervisor / Team Leader on #2BGYJB7VJ

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Resume for Kellyn T. for Manager / Supervisor / Team Leader / Consumer Services in Smyrna, Georgia

Occupation: Manager / Supervisor / Team Leader Industry: Consumer Services
Country: United States City: Smyrna
State: Georgia ZIP: 30080

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Kellyn L. T.
| B Spring Hill Pkwy | | |
|Smyrna, GA | |Cell: |
Dedicated Operations Manager with + years of experience in customer service settings. Consistently achieve recordhigh
customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Have a
strong background in HR policies and procedures, with a strong command of employment laws, compliance issues, as well as
being an expert communicator able to resolve conflicts and negotiate win – win outcomes.
Respected builder and leader of customerfocused teams; instill a shared, enthusiastic commitment to customer service as a
key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store
operations policies.
Areas of Expertise
|Customer Service Management |Confidential Record Keeping |Teambuilding & Training |
|Escalated Complaint Resolution |HR Policies and Procedures |Sales |
|Operations Management |Mediation Dispute/Resolution |Legal Issues & Compliance |
|Facility/Building Maintenance |Employee Development & Training |CostReduction Strategies |
Professional Experience
|LA Fitness — Austell, GA |/ to / |
Corporate Member Service Manager, / to /
Promoted to corporate manager position to recruit, train and supervise + employees and managers. Foster an environment
in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage operations to
ensure friendly and efficient service. Selected Contributions:
Responsible for all Operations Manager duties
Log into the corporate member service “Q” to accept incoming escalated customer service calls for the corporate office that
were not able to be resolved by the managers in the local clubs from all over the United States and Canada.
Ensure that every member who calls receives the best possible service and resolution of all issues
Extensive knowledge for all state contract laws for each individual state across the U.S. and Canadian laws
Handle of all BBB complaints against the company in search of the best possible resolution, and retraction of the complaint
Work closely with VP, Training VP and state managers to ensure company is running appropriately
Defend LA Fitness in small claims court for all lawsuits against the company in the state of GA
Operations Manager, //
Responsible for scheduling of + club employees
Responsible for interviewing, hiring, training, developing, and terminating of all employees
Developed and conducted training classes
Monitored, evaluated, and counseled a staff of + employees
Advised managers on organizational policy matters such as equal employment opportunity and sexual harassment, and
recommend needed changes
Salary administration
Ensure accurate employee time keeping for payroll
Conduct internal audits ensuring proper adherence to club’s and OSHA’s policies and procedures with regard to cleanliness
and safety standards
Maintained records and compile statistical reports concerning personnelrelated data such as hires, transfers, performance
appraisals, and absenteeism rates
Facilitate weekly departmental as well as clubwide meetings
Point of contact for alarm company and police
Double check and account for all financial transactions within the club and make daily deposits
Responsible for collections of delinquent corporate wellness accounts and manage collections staff
Responsible for managing all maintenance for the building as well as cosmetic upkeep of the facility
Ensured cleanliness and safety for all members and staff
Address and resolve any member complaints or issues that could not be resolved by the Assistant Manager
Ensure club is meeting daily sales goals and collections goals
Responsible for any major changes to members’ accounts such as name changes, death cancellations, etc
Create and direct sales contests to constantly be bringing in new revenue for the company
Responsible for maintaining all outside corporate wellness memberships to ensure long lasting relationships with neighboring
Managed operations including forecasting, inventory control, purchasing, and quality insurance. Maximized revenues through
efficient staffing, labor cost controls, and promotions.
Evaluated to improve processes and employee morale. Reduced absenteeism and tardiness by %, increased productivity
and service quality in a multicultural work environment.
Assistant Operations Manager, / – /
Responsible for opening and closing procedures of club
Managed all + employees time, and training as well as monitored their checkins and outs for the “Kids’ Club” the childcare
facility within LA Fitness
Trained new employees on policies and procedures
Responsible for collections of delinquent accounts
Assisted Operations Manager as needed with detail training of + employees, daily deposits for the club, weekly audits for
the club, bringing in new potential members as well as caring for them personally throughout the sign up process, and
escalated customer service issues
Facilitated daily meetings with all staff to prepare them for that day’s goal, and create and present the plan in a motivating way
to achieve that goal.
Conduct daily motivating employee evaluations
Atlanta Journal Constitution – Smyrna/Dallas, GA
/ – /
Assistant Manager – Circulation
• Assisted the District Manager with interviews, hiring, training, developing, orientation, staff training/development
programs, as well as reprimands/terminations and was responsible for filing all confidential paperwork accordingly
• Wrote and planned new route books for employees
• Supervised time clock for + employees
• Trained new employees on routes
• Managed dispatch
• Handled all escalated customer service house calls personally with %
satisfaction rate
• Managed weekly employee schedules and implemented a motivating plan to
decrease absenteeism and arrange for coverage if must be absent
• Organized and managed every December the “Toys for Tots” and “Make a Wish Foundation” charity employee
paycheck automatic donation program
Education and Training
|South Cobb High School – Austell, GA | |
|/ | |
Diploma received college prep/ALP
Training: Completed numerous courses and seminars in HR policies and changes; sexual harassment; managing diversity;
constructional evaluation and feedback for employees ;customer service; sales strategies; inventory control; loss prevention;
time management; leadership; train the trainer; core management; performance assessment; club daily gross and credit
procedures; escalated member service procedures; motivational speaking; internal auditing and club detail white glove
inspections; corporate management; CPR/AED certification; state, federal, and international billing laws as well as taxes,
detail GA law of contracts, contract laws for different states and countries; defending LA Fitness contracts in GA state court.
Merits Received award for hiring, training, and developing more managers in the history of LA Fitness – /; received +
awards for managing the highest grossing LA Fitness in the United States averaging over , active members; received numerous
customer service excellence awards; received merit award for turning the Austell club from worst to first in the U.S. within two months
of managing; won numerous collection contests within the company; won the international management contest for cost reduction
ideas – /.

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