Summary
Overview
Work History
Education
Skills
Timeline

Charles Ross

Bradenton,FL

Summary

Dynamic professional with a proven track record at L.A. Fitness, excelling in complaint resolution and staff motivation. Enhanced customer satisfaction through exceptional service and effective training programs, leading to reduced turnover. I consistently exceeded performance metrics while fostering a positive team culture.

Overview

13
13
years of professional experience

Work History

FOH Supervisor

L.A. Fitness
02.2020 - Current
  • Monitored financial transactions closely to prevent discrepancies in cash handling procedures during shifts.
  • Improved customer satisfaction by providing exceptional service and maintaining a clean, welcoming environment.
  • Streamlined FOH operations for increased efficiency and enhanced guest experience.
  • Maintained open lines of communication between FOH supervisors, BOH managers, and owners for successful collaboration on daily operations.
  • Implemented new training programs for FOH staff, resulting in improved performance and reduced turnover rates.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Video\TV Producer/Writer

Chaplin School of Hospitality/Tourism Mgmt. @ FIU
01.2012 - Current

Education

Bachelor of Science - Communications/Broadcast Journalism - Hospitality

FIU
01-2016

Skills

  • Client Communication Skills
  • Complaint Resolution Expertise
  • Staff motivation

Timeline

FOH Supervisor - L.A. Fitness
02.2020 - Current
Video\TV Producer/Writer - Chaplin School of Hospitality/Tourism Mgmt. @ FIU
01.2012 - Current
FIU - Bachelor of Science, Communications/Broadcast Journalism - Hospitality

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Charles Ross