Chelsea Pharo
Ruskin,NE
Summary
Focused Customer Service and Retention Supervisor with over 20 years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor
Youfit Gyms
Ruskin, FL
02.2014 - Current
- ● Manage the retention, recruit and enroll membership base to over 6,000 members
● Contribute to the monthly sales and retention of the Personal Training draft of over $40,000
● Increase guest traffic through community outreach programs weekly
● Train and develop a team of 40 staff members
● Recruited 80% on the current staff and have retained 90% of that staff.
● Recruited, trained and developed 40% of the regions management team.
● Responsible for the gyms daily reports, daily functions, cleanliness and member satisfaction.
● Reduced expense base through recommending retention enhancements to increase retention of
personal training clients, membership base and staff.
● Display strong phone skills, handling inbound calls and making over 200 outbound calls per day. - Manage Customer Service email for the company
- Manage waived fees request for company
- Compliance Audit for all minor memberships sold.
- Compliance Audit for all Family Plan memberships sold.
- Compliance Audit for Secondary memberships sold.
- Handling online Customer Service via online Chat.
Member Service Solutions Manager
Lifetstyle Family Fitness
St. Petersburg, FL
01.2010 - 01.2014
- Managed a team of 12 retention representatives. I was responsible for ensuring employees were receiving the
appropriate training to support ongoing development through qualitative and quantitative feedback on their
performance. Also was responsible for driving profitability through membership upgrades and reducing
revenue loss through membership retention.
● Managed all cancellation requests for 55 LFF Health Clubs around the nation.
● Provided support from the corporation’s centralized home office to all members, club and staff in
the field, by handling an average of 859 calls per day.
● Drove profitability by retaining an average of $140,000 of net revenue in membership sales per
month.
● Provided intensive training to highly productive retention staff through one-on-one coaching, call
monitoring, performance reviews, and educating staff on all computer systems in efforts to ensure
continued revenue from members attempting to cancel.
Education
Some College (No Degree) - Sports Management
UNIVERSITY OF SOUTHERN MAINE
Portland, MaineSkills
- Excellent at multi-tasking in a fast pace environment
- Proven ability to increase revenue through membership sales and retention
- Contributed to an increase of guest traffic in the club through community outreach programs
- Diligent, detail oriented and utilized successful independent judgment
● Great work ethic
● Worked well in teams as well as independently
● Detail oriented
Timeline
Customer Service Supervisor
Youfit Gyms
02.2014 - Current
Member Service Solutions Manager
Lifetstyle Family Fitness
01.2010 - 01.2014
Some College (No Degree) - Sports Management
UNIVERSITY OF SOUTHERN MAINE
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