Lyndsy Nichols
Walnut Creek,California
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Highly organized and detail oriented, passionate about executing exceptional events that achieve established goals.
Overview
6
6
years of professional experience
Work History
Senior Customer Experience Manager
COPA Soccer Training Center
12.2019 - Current
- Exceptional Customer Service - Expertly managed all incoming member inquiries and needs, ensuring top-notch customer satisfaction.
- Billing & Payments - Oversaw all customer billing and payment processes with precision.
- Administrative Excellence - Handled phone inquiries and general office duties efficiently.
- Effective Communication - Created and distributed email communications and monthly newsletters to over 1,500 members.
- Policy Development - Authored and implemented comprehensive membership policies to support a growing membership base.
- Software Proficiency - Utilized Monday.com and DaySmart Recreation for account management and scheduling; employed Hubspot CRM to track and manage membership sales and birthday party bookings.
- Sales & Member Relations - Effectively communicated with members, non-members, and prospective customers to promote memberships and the COPA offering, both in person and via phone/email.
- Event Management - Independently organized and executed birthday parties and events, generating over $200,000 in revenue from August 2023 to June 2024.
- Reporting & Analysis - Produced monthly reports on membership revenue, counts, non-membership data, and budgetary information for the CEO.
- Team Management - Delegated tasks and effectively managed a team of four staff members to help solve complex inquiries and support issues.
Recruiting Assistant / Intern
Eldercare Services
09.2018 - 05.2019
- Job Posting & Screening - Posted job openings and screened potential hires for various positions
- Collaborative Communication - Coordinated with other companies on advertising, hiring, and event opportunities
- Social Media & Marketing - Developed successful social media strategies to enhance the company's online presence and engagement
- Competitor Analysis - Conducted research to improve content relevance and competitive positioning
- Educational Support - Prepared and edited presentations and workshop materials, ensuring successful learning experiences for clients and new employees.
Education
Bachelor of Science in Kinesiology, Health Promotion & Psychology -
Saint Mary's College of California
Moraga, California05.2022
Skills
- Software - Microsoft Office, Hubspot, Mindbody Scheduling, Mondaycom, DaySmart Recreation
- Sales - Inside Sales, Outside Sales
- Customer Experience - Customer Service, Account Management
- Administration - Time Management, Scheduling, Organization, Policy Writing
- Cross-Functional Collaboration
- Customer Empathy
- Training and Onboarding
- Staff Management
Timeline
Senior Customer Experience Manager
COPA Soccer Training Center
12.2019 - Current
Recruiting Assistant / Intern
Eldercare Services
09.2018 - 05.2019
Bachelor of Science in Kinesiology, Health Promotion & Psychology -
Saint Mary's College of California
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