Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Accomplishments
References
Timeline
Generic
Earl Plahang

Earl Plahang

Martinez,CA

Summary

  • To contribute to the company's success by increasing revenue and service.
  • 16 years of management and supervisor level experience.
  • Excel in problem solving, project management, decision-making and office management.
  • Strong communication skills and customer service.
  • Able to coordinate and complete multiple projects in deadline-oriented environment.
  • Quick learner, adapt easily to new protocols and changing environments.
  • Training and development.
  • Accounting skills

Motivational Supervisor with over 20 years of experience monitoring, coordinating and allocating employee efforts to achieve organizational goals. Proven track record with continuous improvement, performance growth and schedule management.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Supervisor

Levi’s Stadium
Santa Clara, CA
08.2019 - Current
  • Maintained positive working relationship with fellow staff and management.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Coached staff members to develop long-term career goals.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Monitored employee productivity to provide constructive feedback and coaching.

Guest Service Lead

Levi’s Stadium
Santa Clara, CA
08.2015 - 07.2019
  • Collaborated with other departments to ensure seamless integration between different systems.
  • Resolved escalated customer issues quickly and efficiently while maintaining excellent customer relations.
  • Investigated guest complaints and utilized critical thinking to foster expedient resolution.
  • Provided leadership to team of guest service representatives, ensuring all customer inquiries were handled in a timely and efficient manner.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Identified needs of customers promptly and efficiently.

Guest Service Representative

Levi’s Stadium
Santa Clara, CA
08.2014 - 07.2015
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Handled customer complaints professionally and efficiently.
  • Welcomed large volume of guests and improved overall customer service.
  • Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
  • Provided guidance to new team members on how to perform tasks correctly.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service.
  • Resolved guest complaints in a professional manner.

Assistant Fitness Manager/Master Fitness Trainer

24 Hour Fitness
Walnut Creek, Ca
07.2013 - Current
  • Assist in club's performance and service experience.
  • Created personal training experiences for clients.
  • Monitored the performance of staff to ensure the highest quality of customer service was provided.
  • Utilized well-honed decision-making skills to quickly and effectively find solutions to customer issues.
  • Maintained accurate records of clients' progress.
  • Implemented clear goals for each employee and tracked his or her progress carefully, providing support, and assistance whenever it was needed.
  • Encouraged positive team dynamics amongst staff members through ongoing communication and feedback sessions.
  • Assisted with hiring, training and evaluating fitness instructors and personal trainers.
  • Supervised daily operations of the fitness center, ensuring that all activities ran smoothly and efficiently.
  • Recognized by management for providing exceptional customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Assistant Fitness Manager

24 Hour Fitness
Martinez, CA
06.2010 - 12.2012
  • Encouraged positive team dynamics amongst staff members through ongoing communication and feedback sessions.
  • Implemented clear goals for each employee and tracked his or her progress carefully, providing support, and assistance whenever it was needed.
  • Utilized well-honed decision-making skills to quickly and effectively find solutions to customer issues.
  • Facilitated workshops and seminars on various topics related to physical activity and healthy lifestyle choices.
  • Participated in community outreach initiatives such as health fairs or other promotional events related to physical activity or wellness education.
  • Supervised daily operations of the fitness center, ensuring that all activities ran smoothly and efficiently.
  • Resolved customer complaints promptly and professionally.
  • Achieved or exceeded financial and personal training goals consistently.
  • Assisted with hiring, training and evaluating fitness instructors and personal trainers.
  • Recognized by management for providing exceptional customer service.

Personal Trainer

Concord
Ca
10.2009 - 06.2010
  • Ensuring a positive customer experience
  • Address member issues and employee relations issues
  • Assist in trainer scheduling and time-keeping activities
  • Provided individualized assistance that includes education and guidance for proper food intake, cardio respiratory training, supplementation and resistance training
  • Exceeding minimum monthly service and supplementation goals as assigned by Fitness Manager.
  • Suggested exercise modifications to individual clients to avoid strain and injury.
  • Conducted assessments to evaluate clients' current physical condition, strength, flexibility, and body composition.
  • Arranged motivational exercise programs to promote healthy lifestyle choices.

Education

General Education -

Diablo Valley College
06.2005

Massage Therapy/Holistic Health -

Silicon Valley College
06.2003

General Education -

San Joaquin Delta College
05.1996

Skills

  • Operations Management
  • Staff Management
  • Process Improvement
  • Process Monitoring and Improvement
  • Processes and Procedures
  • Staff Discipline
  • Policy Enforcement
  • Business Administration
  • Complex Problem-Solving
  • Training and Mentoring
  • Business Development
  • Policy Implementation
  • Staff Development
  • Workforce Management
  • Expense Tracking
  • Financial Management
  • Performance Management
  • Strategic Planning
  • Cross-Functional Team Management
  • Negotiation
  • Team Leadership
  • Verbal and Written Communication
  • Budget Control
  • Brand Management
  • Performance Evaluations
  • Business Planning
  • Customer Relationship Management (CRM)

Affiliations

  • Mountain biking
  • Health & Fitness
  • Reading
  • Hiking/Walks

Certification

  • NCSF Personal Trainer
  • TRX Suspension Trainer
  • TRX Rip Trainer
  • CPR/AED Certified
  • LEAD Management Certified

Accomplishments

  • Supervisor MVP of The Game
  • Supervisor Coach of The Game

References

References available upon request.

Timeline

Supervisor

Levi’s Stadium
08.2019 - Current

Guest Service Lead

Levi’s Stadium
08.2015 - 07.2019

Guest Service Representative

Levi’s Stadium
08.2014 - 07.2015

Assistant Fitness Manager/Master Fitness Trainer

24 Hour Fitness
07.2013 - Current

Assistant Fitness Manager

24 Hour Fitness
06.2010 - 12.2012

Personal Trainer

Concord
10.2009 - 06.2010

General Education -

Diablo Valley College

Massage Therapy/Holistic Health -

Silicon Valley College

General Education -

San Joaquin Delta College

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Earl Plahang