Alicia Sepulveda
Baton Rouge,LA
Summary
Dynamic Experience Manager at Southern Oaks Athletic Club with a proven track record in customer experience management and interdepartmental collaboration. Successfully streamlined operations, enhancing member satisfaction and loyalty. Skilled in staff training and conflict mediation, I foster strong relationships while driving team performance and achieving organizational goals.
Overview
20
20
years of professional experience
Work History
Experience Manager and Squad Coordinator
Southern Oaks Athletic Club
Baton Rouge, LA
04.2021 - Current
- Aligned company objectives with individual goals, fostering a collaborative environment that prioritized teamwork and collective success.
- Fostered open lines of communication among squad members encouraging collaboration towards shared departmental goals.
- Established strong relationships with members, fostering loyalty and repeat business through exceptional service delivery.
- Conducted regular evaluations of squad performance, providing constructive feedback and tailored coaching for continued development.
- Streamlined communication channels for increased efficiency and better overall member satisfaction.
- Spearheaded a revamped janitorial services process, leading to increased operational efficiency and cost savings.
- Investigated and resolved member inquiries and complaints quickly.
- Responded to member requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services. Training included the following departments: Clubhouse Welcome Desk, Pool Welcome Desk, Fun Zone, and Cleaning Specialist.
- Cross-trained and provided backup support for organizational leadership.
- Currently manage the Welcome Desk, Fun Zone, Cleaning Specialist, Summer Camps, Perkville voucher program, basic club operations, payroll, and Human Resources departments. I am also trained to give new membership tours and process new memberships/payments.
- In my human resources role, I manage the application process, dispersing qualified applicants to the appropriate department manager for follow-up. Once approved by the department manager, I facilitate the completion of the hiring process - background checks, minor employment work permits, all required new hire documents (W-4, I-9, direct deposit, etc.), work applications registration, staff uniforms, and start dates through the onboarding process.
- Upon employment termination, my responsibilities include removal from work applications, cancellation of staff membership, staff uniform and keys acquisition, and exit interview.
Employment Placement Specialist
Frazee Recruiting Consultants
Baton Rouge, LA
07.2006 - 03.2007
- Managed database of employer contacts to maintain efficient communication channels, expediting the placement process for both parties.
- Established strong rapport with both employers and job seekers by demonstrating expertise in employment placement strategies, resulting in increased trust from all parties involved.
- Specialized in Engineering and Construction Management position placement.
- Conducted phone and in person interviews with potential candidates to determine position placement qualifications.
- Matched qualified candidates with available positions.
Account Sales Representative
Staples, Inc
Baton Rouge, LA
06.2005 - 06.2006
- Expanded market share by strategically targeting untapped industries and territories within our target audience segments. I was the first sales rep in the territory for Staples at the time of employment.
- Worked within specific geographic territory to cultivate new prospects, cross-sell solutions, reach goals, and close sales.
- Consistently exceeded monthly quotas by effectively managing priorities based on customer needs and potential opportunities.
- Maximized sales revenue by identifying and pursuing new business opportunities.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Education
Bachelor of Science - Business Management
Louisiana State University
Baton Rouge, LA12-2001
Skills
- Customer experience management
- Interdepartmental collaboration
- Effective relationship management
- Calm and professional under pressure
- Records organization and maintenance
- Staff education and training
- Conflict mediation
- Policies and procedures adherence
- Microsoft office
Timeline
Experience Manager and Squad Coordinator
Southern Oaks Athletic Club
04.2021 - Current
Employment Placement Specialist
Frazee Recruiting Consultants
07.2006 - 03.2007
Account Sales Representative
Staples, Inc
06.2005 - 06.2006
Bachelor of Science - Business Management
Louisiana State University