Erika Gellner
Dublin
Summary
Dynamic leader with extensive experience in sales management and customer service. Successfully recaptured 50% of the member base during time with Orangetheory Fitness and contributed to the club ranking among the top 20 nationwide in program participation within the first 6 months at Life Time Easton. A focus on operational excellence and team development drives adaptability and service quality.
Overview
12
12
years of professional experience
Work History
Member Concierge III
Life Time
Columbus
02.2026 - Current
- Delivered exceptional customer service, creating a welcoming environment for members and guests.
- Resolved member questions, concerns, and account issues efficiently, ensuring high levels of satisfaction and member retention.
- Oversaw membership services to provide smooth account updates and facilitate program registrations.
- Managed high-volume front desk operations while maintaining accuracy and professionalism.
- Collaborated with multiple departments to ensure seamless communication and exceptional member experiences.
- Supported daily facility operations by monitoring member needs and promoting club programs.
- Guided new concierge team members in understanding operational procedures and service expectations.
- Played a key role in increasing program connection percentages, helping the club rank among the Top 20 Life Time clubs nationwide for member participation in Kids Complimentary Swim Lessons and Parents' Night Out.
- Recognized for strong problem-solving skills, attention to detail, and the ability to build lasting relationships with members.
Member Concierge II
Life Time
Columbus
12.2025 - Current
- Greeted and assisted members with inquiries and service requests promptly.
- Provided information on facility amenities, services, and membership options.
- Resolved member concerns with professionalism and empathy to ensure satisfaction.
- Proposed creative solutions during team meetings to improve performance. and solutions to enhance team performance and outcomes.
Studio Manager
Orangetheory Fitness
Gahanna
12.2020 - 12.2025
- Organized daily tasks and delegated responsibilities among staff members.
- Managed studio operations, including budgeting and forecasting, scheduling staff, and overseeing workflow.
- Addressed and resolved client or customer inquiries to foster superior standards of service. Including cash handling, cash reconciliation, and technological troubleshooting.
- Conducted quality, timely performance feedback and performance appraisals.
- Developed and maintained relationships with customers, staff, and vendors to support operational needs and collaboration.
- Managed content creation, curation, and scheduling for social media channels including Facebook, Twitter, Instagram, and TikTok to enhance online engagement.
- Delivered excellent customer service in fast-paced environment, fostering positive client experiences.
- Successfully regained 50% of member base post shut down during the Covid Pandemic.
- Resolved customer complaints quickly and effectively while maintaining a high level of professionalism.
- Helped oversee the daily operations of the store, managing staff and inventory.
- Communicated with clients to address questions, concerns, and needs and provide quality customer service.
- Maintained social media calendar, supporting brand identity while tapping into seasonal moments and appropriate trends.
- Managed daily posts across social media platforms to increase Facebook, Twitter, and Instagram engagement.
- Dynamic leader with a proven track record at Orangetheory Fitness, adept in sales management and social media engagement.
- Skilled in elevating customer service standards and staff training.
- Successfully recaptured 50% of studio member base post-pandemic.
- Demonstrated strong adaptability in diverse work environments to enhance team performance. with a focus on operational excellence and team development.
Assistant Studio Manager
Orangetheory Fitness
Gahanna
02.2020 - 12.2020
Store Manager
Java's
Gahanna
05.2018 - 11.2020
- Welcomed customers and provided tailored assistance to enhance their shopping experience.
- Drove sales through customer relationship building and suggestive selling techniques.
- Demonstrated exceptional customer service skills, resolving customer complaints efficiently and courteously.
- Provided leadership and motivation to team members to increase productivity and efficiency within the store.
- Processed sales transactions accurately using cash register and POS, ensuring smooth customer transactions.
- Trained new baristas on cash handling procedures, including daily deposits and end-of-day register reconciliation, to ensure financial accuracy.
- Trained new baristas on proper operation of brewing equipment and drink recipes.
- Exhibited excellent communication skills while interacting with customers and coworkers in a professional manner.
- Prepared and served coffee, espresso drinks, teas and pastry items.
- Operated cash registers and handled cash and card transactions.
- Conducted regular inventory counts to maintain accurate stock levels. through regular cycle counts to ensure adequate supply levels.
- Assisted with opening and closing tasks such as cleaning cafe areas or setting up displays.
- Showed aptitude in multitasking multiple orders at once while maintaining accuracy in product quality.
Sales Associate
Orangetheory Fitness
Gahanna
11.2019 - 02.2020
Barista
Java's
Gahanna
05.2014 - 05.2018
Education
Bachelor of Fine Arts - Acting
Ohio University
Athens, OH05-2018
Skills
- Customer Service
- Membership retention
- Sales Management
- Operations Monitoring
- Multi-location management
- Staff Management
- Social Media Management
- Training and Development
- Event Planning
- Adaptability and Flexibility
- Payroll Processing
- Public Speaking
Volunteer Experience
- Girl Scouts of America, Lifetime Member, Rocky Fork Service Unit
- Chi Omega Fraternity Zeta Alpha Chapter - Ohio State University, Advisory Board Member, Columbus, OH, 2024
- Pelotonia, Volunteer, Columbus, OH, 08/01/18, 08/01/19
Timeline
Member Concierge III
Life Time
02.2026 - Current
Member Concierge II
Life Time
12.2025 - Current
Studio Manager
Orangetheory Fitness
12.2020 - 12.2025
Assistant Studio Manager
Orangetheory Fitness
02.2020 - 12.2020
Sales Associate
Orangetheory Fitness
11.2019 - 02.2020
Store Manager
Java's
05.2018 - 11.2020
Barista
Java's
05.2014 - 05.2018
Bachelor of Fine Arts - Acting
Ohio University