Allison Thomas
Chelmsford,MA
Summary
I am a passionate and dynamic leader with over 10+ years of experience in management and the customer service industry. I am committed to keeping safety at the forefront of all activities while ensuring all programs present a positive member experience. I pride myself on my abilities to inspire and motivate leaders by having an intentional focus on building relationships, communicating effectively, and developing others. I enjoy co-creating solutions to complex problems that uplift a strong organizational culture while strengthening the community in which we serve.
Overview
14
14
years of professional experience
Work History
Aquatics Leader
Life Time
Westwood, MA
01.2024 - Current
- Collaborated with other departments in the organization to coordinate promotional efforts for aquatic services.
- Casted and onboarded 120+ team members within a short window to ensure a safe and positive experience for Summer 2024.
- Grew the AQ programming revenue ______ within 14 months of joining team.
- Organized & restructured AQ programming to align with LT standards & needs for the community
- Grew the member NPS score _____ within 14 months of joining team
- KPI & Ranking
- Connectivity
- Spearheading with neighboring clubs/offerings to ensure members are receiving the full benefits of joining LT.
Aquatics Director
YMCA of Greater Nashua
Merrimack, NH
03.2022 - 01.2024
- Streamlined aquatics policies and procedures across the association, encompassing aquatic/facility safety plans.
- Recognized areas of opportunity to increase safety practices while meeting minimum licensure and insurance requirements, and therefore implemented trainings to ensure high-quality standards are met.
- Evaluated pre-existing aquatic programs, identifying gaps in program quality (including instruction, curriculum, safety, and class management) and leading staff trainings to better serve participants.
- Assist in a program restructure for the competitive swim team to enhance the experiences across YMCA, participants, and coaches alike.
- Through fostering staff connections, assisted in finding ways in which their passions and/or current skill sets could be enhanced within both their current roles and other positions throughout the organization.
- Conducted on the job training for staff (lifeguards, swim instructors), safety drills and audits with monthly trainings as well as leading certification trainings for the community.
- Supervised 77 frontline team members, including Lifeguards, Swim Instructors, Head Lifeguards, and Aquatics Coordinators. In this role, I also supervised the Head Swim Coach, and Assistant Swim Coaches prior to an association restructure.
- Impacting 3,000+ program participants through various program offerings, including swim lessons (personal, group [infant, preschool, school age, teen/adult], and homeschool), on-site early education child care lessons, competitive swim teams (youth developmental team & Masters), aquatic rentals, and more.
- Launched a new annual event, Water Safety Day, to offer free swim lessons to members of the community to give access to swim lessons to all to learn safety around water. Was able to offer 122 lessons in one day, raise over $6k towards the event through the Annual Support Campaign, and work with a local foundation to partner and sponsor the event moving forward for years to come.
- Launched an Adaptive Swim lesson program for youth in our community with diverse-abilities.
- Developed and managed the aquatic budget for the 2022, 2023 & 2024 fiscal years.
Aquatics (Various Roles)
YMCA of Greater Nashua
Merrimack, New Hampshire
05.2011 - 03.2022
- Served as a frontline team leader two different time periods encompassing various roles: Competitive Swim Coach & Swim Instructor (2021-2022), Aquatics Director (2016-2018), Seasonal Aquatics Director (Resident Camp - 2015), Interim Aquatics Supervisor (2015), Lifeguard & Swim Instructor (2011-2015)
Pediatrics Clinical Secretary
Dartmouth Hitchcock
Nashua
06.2021 - 03.2022
- Responsibilities included reviewing and tracking all referrals for services delivered by providers.
- Schedules appointments, respond to patient calls, provides instruction/support to staff for communicating with patients, and acts as a liaison between physicians & specialists outside of D-H
- Completed daily tasks while monitoring the waiting room for patients in distress, supporting clinical staff with patient questions and concerns, and other duties as assigned.
Aquatics Director
YMCA of the Pikes Peak Region
Colorado Springs, CO
03.2019 - 06.2021
- Supervised numerous teams within the association, across 9 pools on a seasonal basis & 3 pools year-round.
- Within the first year, transformed the standing programs from consistent low enrollment to being the runner up for the association's enrollment rates.
- Executed site-specific Safety Around Water, a program geared towards at-risk communities providing youth and families an opportunity to participate in water safety and awareness classes for free through grant funding.
- Led Living Our Cause initiative at respective branch and assisted Association-wide as needed in support of staff morale and culture.
- Developed and managed the aquatic budget for the 2019 & 2020 fiscal year. In 2019, operated at approximately $31,000 positive variance between program revenue and expenses, YTD.
- Selected as a representative for the organization to participate in Redwoods safety trainings and audits to uplift a culture of safety by providing examples to other organizations across the country.
- Impacting 1030 program participants 2018-2021 through various program offerings, including swim lessons (private, group [infant, preschool, school age, teen/adult]), camp swim lessons etc.
- Supervised approximately 100 frontline team members, including Lifeguards, Swim Instructors, Water Exercise Instructors, Shift Supervisors, Pool Managers, while cultivating relationships amongst 10 aquatic facilities, a transitional structure derived in part of COVID recovery efforts.
Education
Some College (No Degree) -
Southern New Hampshire University
Skills
- Collaborator
- Leadership & Team Management
- Communicator & Influencer
- Developer of Self & Others
- Critical Thinker
- Program/Member Retention & Engagement
- Strategic Planning & Execution
- Conflict Resolution & Problem Solving
- Event Planning & Coordination
- Relationship Builder
- Strong Work Ethic
- Budget and Resource Management
Accomplishments
- StarGuard Elite Lifeguard (2025)
- USA Swimming Coach (2025)
- Certified Pool Operator (2023)
- Swim Angelfish Level 1 (2023)
- American Red Cross Lifeguard Instructor (2022)
- YMCA Swim Lesson Trainer (2021)
- YMCA Lifeguard Certification (2020)
- YMCA Lifeguard Instructor & ASHI Instructor (2020)
- Living our Cause Champion - PPYMCA (2020)
- YPN Rookie of the Year Award - PPYMCA (2019)
- New Hampshire Licensed Nursing Assistant (2013)
Timeline
Aquatics Leader
Life Time
01.2024 - Current
Aquatics Director
YMCA of Greater Nashua
03.2022 - 01.2024
Pediatrics Clinical Secretary
Dartmouth Hitchcock
06.2021 - 03.2022
Aquatics Director
YMCA of the Pikes Peak Region
03.2019 - 06.2021
Aquatics (Various Roles)
YMCA of Greater Nashua
05.2011 - 03.2022
Some College (No Degree) -
Southern New Hampshire University
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