Angela Scerni

Leadership and Team Management:

Directed daily operations, supervised and mentored a team of personal trainers, membership advisors, and staff to achieve organizational goals. Ensured adherence to company standards and fostered a positive, high-performance culture.

Membership Sales and Retention:

Developed and executed strategies to drive membership growth and retain existing members. Utilized data analytics to monitor trends, implement targeted campaigns, and meet membership sales targets.

Customer Service Excellence:

Delivered exceptional member experiences by maintaining a welcoming, clean, and safe environment. Addressed member concerns and implemented feedback to enhance satisfaction and loyalty.

Operations Management:

Oversaw facility maintenance, vendor relationships, and inventory management to ensure seamless gym operations. Managed budgets, scheduling, and compliance with corporate and industry standards.

Social Media Management: Managed and grew the gym's social media presence across platforms, including Facebook, Instagram, and Twitter, to enhance member engagement and attract new clients.
Created and scheduled engaging content such as fitness tips, promotions, success stories, and event updates.
Analyzed social media performance metrics to refine strategies and improve reach and interaction.
Responded promptly to inquiries, comments, and messages to maintain a strong online community presence.

Marketing and Community Engagement: Created and executed local marketing initiatives, including social media campaigns, community events, and partnerships, to increase brand awareness and drive foot traffic.

Financial Accountability: Managed revenue streams, tracked performance metrics, and optimized operational costs. Conducted regular financial reporting and forecasting to ensure profitability and alignment with goals.

Program Development: Designed and implemented fitness programs, group classes, and personal training packages to meet diverse member needs and promote overall wellness.

Staff Training and Development: Conducted regular training sessions to enhance staff knowledge in sales techniques, customer service, and fitness trends. Ensured certifications and training compliance for all personnel.

Key Achievements:
Consistently met monthly and annual membership sales goals.
Increased member retention rates through enhanced customer service initiatives.
Improved operational efficiency, resulting in reduced overhead costs and increased profitability.
Successfully launched community-focused fitness programs that boosted engagement and club visibility.

CLIENT: INTUIT TURBOTAX

• Coach and develop new hires
• Coordinate and execute events to drive associate engagement
• Deliver and receive feedback to boost performance
• Assist with hiring, training and evaluation process of potential and current associates
• Complete required task in an autonomous remote environment
• Facilitate Training via Zoom Meetings
• Create and publish learning curriculum for associate growth
• Monitor associate progress post nesting
• Develop and mentor associates in role
• Monitor and develop solutions for issues based on associate feedback
• Facilitated virtual learning sessions.
• Trained and mentored new personnel hired to fulfill various roles.
• Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management

• Developed interpersonal relationships with clients to build trust
• Provided financial product service and support to clients
• Managed branch associates in absence of Branch Manager
• Frequently assessed client financial portfolios to recommended products that aligned with client needs
• Exceeded mandated product opening and delivery sales expectations every sales quarter

• Handled escalated calls to improve customer experience and increase retention
• Identified, analyzed and provided solutions to customers issues and inquiries
• Drove change by tracking issues to improve customer experience and bank processes
• Sales and service
• Mentoring
• Conflict resolution
• Reviewed information in customer accounts and made recommendations for new products and services.
• Educated customers about available services, products and bank resources.
• Addressed customer inquiries, requests and complaints with courtesy and professionalism.