BIANCA BARRETO
Honolulu
Summary
Professional leader with expert team leadership and organizational skills. Offers strong administrative, relationship building and problem-solving abilities. Committed to providing excellent service through welcome environment and positive attitude.
Overview
23
23
years of professional experience
Work History
Customer Experience & Lifecycle Services Specialist
BOSSCAT Home Services and Technologies
06.2023 - Current
- Responsible for the contracts and deposit process including managing and executing daily tasks, tracking of all services and compliance with the SLAs, team communication and service delivery
- Program management in Salesforce, SOP review and updates, training support
- Product admin for the maintenance memberships, home health assessment and referral programs
- Monitor, analysis, and reporting escalations to endure timely follow up and resolution by other teams
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Collaborated with cross-functional teams to develop and implement service improvements.
- Maintained Salesforce data review and cleaning records of all client interactions, ensuring accurate documentation for billing and tracking purposes.
- Monitored key performance indicators, making data-driven decisions to improve overall service levels.
- Streamlined service processes for increased efficiency, improved customer experiences and communication between departments.
Business Owner
Cipó Ecotur
01.2019 - 01.2022
- Responsible for creating, executing, and conducting bespoke bike tours focused in client retention, business growth and outstanding customer services.
- Develop unique events design to engage local community
- Participated in marketing campaigns with the local government and tourism trade with the goal to promote local and national tourism.
- Established strong customer relationships through excellent communication and attentive service.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
Operations Manager
Unique Family Fitness
01.2017 - 01.2018
- Responsible for the gym’s strategic planning and operational management, with a view to retaining, attracting, and maintaining customers
- Managed relationship between customers, managers and employees
- Set, enforced, and optimized internal policies to maintain corporate goals and responsiveness to demands.
Operations Manager
Lanikai Juice
01.2014 - 01.2016
- Managed operations of all 5 stores located in Oahu
- Responsible for productivity, quality control, employee performance
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Health & Wellness Director
Kroc Center Hawaii
01.2011 - 01.2013
- Oversight for the Health and Wellness Department with special emphasis on Member Retention
- Established budgeted objectives, customer service and satisfaction, staff development and training, facility upkeep and equipment maintenance
- Developed strategic partnerships with community organizations to expand resources available to clients and promote holistic wellbeing.
- Implemented successful outreach efforts targeting underserved populations in the community for improved access to wellness programs.
- Promoted healthy lifestyles through various workshops, seminars, and fitness classes.
- Helped clients set and achieve health and wellness goals.
- Established a supportive atmosphere within the wellness center by prioritizing open communication, empathy, and respect among staff and clients.
- Managed over 60 staff members including Group Exercise including Yoga and Dance Instructors, Personal Trainers, Massage Therapists, Fitness Attendants, Nutritionists and other specialty staff
- Developed and executed special evens design to engage the membership base and community
Programs & Group Exercise Manager
Honolulu Club
01.2008 - 01.2011
- Developed, and directed the group exercise classes and staff
- Scheduled and managed over 50 staff members
- Managed 86 group exercise classes and 10 programs including 7 sports, and 4 dances classes
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed strategic plans, setting clear objectives and achievable milestones for the team including instructors and club managers
- Followed up on customers concerns and feedback within 24 hours and provided clear communication between different departments including sales, HR, marketing
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Introduced new programming but also managing all special events, dance, and sports at the club.
Recreation Programmer
City of Fort Lauderdale - Parks and Recreation
01.2006 - 01.2007
- Supervised 18 staff members and led all recreation programs offered at Croissant Park (Ft. Lauderdale, FL)
- Managed and created several large unique events, sports & recreation indoor and outdoor activities
- Responsible for all the administrative duties
- Selected within the department to participate in special and pioneer department projects such as Mission Statement and Florida Parks and Recreation Department.
- Promoted health and wellness initiatives within the community by developing educational workshops and fitness programs.
- Interviewed and hired instructors with specific subject-matter expertise to lead programs with measurable success.
- Organized annual community wide events such as festivals or tournaments that attracted residents from surrounding areas, enhancing the city''s reputation as a destination for recreation opportunities.
- Recruited and trained volunteers to assist in program delivery, improving overall efficiency and effectiveness.
- Catered programs to needs of adults and elderly of diverse ethnic and socio-economic backgrounds, as well as varying physical abilities.
Activities Supervisor
Marriot Beachplace Towers
01.2005 - 01.2006
- Supervised 5 staff and all recreational activities and programs to enhance the on-site vacation experience for time-share owners and guests, and catered to different age groups including kids, teens, adults, and seniors
- Introduced new activities to sustain and grow the program.
- Maintained safe and inclusive environments by enforcing rules, guidelines, and disciplinary measures when necessary.
- Managed budget allocation for resources, materials, and equipment necessary for successful activity implementation.
USTA Teaching Professional / School Tennis Instructor
Punahou School
01.2001 - 01.2004
- Implemented fun learning environment teaching of good sportsmanship, and a healthy attitude designed to motivate students
- Managed over 40 club members
- Support Pro’s with unique events and strategic projects including Summer Camps and club member’s special events.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
Education
Master of Arts in Global Leadership -
Hawaii Pacific University
Honolulu, HI01.2004
Bachelor of Science in Sports and Recreation Administration -
Hawaii Pacific University
Honolulu, HI01.2002
Skills
- Business Development
- Managing Operations and Efficiency
- Staff Management
- Strong Work Ethic
- Professional and Courteous
- Customer Relationship Management
- Team Leadership
- Interpersonal Relations
Affiliations
- Yoga Alliance Instructor (200 Hours)
- MBHP Mindfulness based Health Program
Timeline
Customer Experience & Lifecycle Services Specialist
BOSSCAT Home Services and Technologies
06.2023 - Current
Business Owner
Cipó Ecotur
01.2019 - 01.2022
Operations Manager
Unique Family Fitness
01.2017 - 01.2018
Operations Manager
Lanikai Juice
01.2014 - 01.2016
Health & Wellness Director
Kroc Center Hawaii
01.2011 - 01.2013
Programs & Group Exercise Manager
Honolulu Club
01.2008 - 01.2011
Recreation Programmer
City of Fort Lauderdale - Parks and Recreation
01.2006 - 01.2007
Activities Supervisor
Marriot Beachplace Towers
01.2005 - 01.2006
USTA Teaching Professional / School Tennis Instructor
Punahou School
01.2001 - 01.2004
Master of Arts in Global Leadership -
Hawaii Pacific University
Bachelor of Science in Sports and Recreation Administration -
Hawaii Pacific University
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