HAYLEY SHAW
Chicago,IL
Summary
Results-driven Operations and Financial Management Leader with over 15 years in fitness, hospitality, and client services. Expertise includes leading teams, optimizing financial performance, and enhancing member and guest experiences. Proven skills in P&L management, KPI reporting, staffing, vendor relations, and process improvement.
Overview
17
17
years of professional experience
Work History
New Business Consultant
AlphaSights
01.2025 - Current
- Analyzed market trends to provide actionable insights that informed client decision-making processes.
- Mentored junior consultants, enhancing team performance and knowledge sharing across projects.
- Developed tailored business strategies to address client needs and maximize growth potential.
- Collaborated with cross-functional teams to enhance service delivery and client satisfaction metrics.
Client Service Associate | Hospitality Operations
LETTUCE ENTERTAIN YOU ENTERPRISES
10.2024 - 08.2026
- Delivered high-touch guest service in a premium hospitality environment, balancing exceptional guest experience with speed, accuracy, and operational execution.
- Coordinated guest needs and service logistics for private dining and events, ensuring timely room readiness and effective communication between front-of-house and back-of-house teams.
- Processed POS transactions and managed guest accounts, ensuring accuracy in payments and service-related financial activities using Toast and Micros.
- Supported inventory flow, product handling, service preparation, and operational execution while adhering to food safety and company standards.
- Facilitated collaboration among multidisciplinary teams to streamline daily operations and enhance execution of private events.
Account Manager
GROUND CONTROL BUSINESS MANAGEMENT
02.2024 - 08.2024
- Coordinated financial and operational requirements for high-profile clients, aligning multiple workstreams across internal teams, vendors, financial institutions, and external stakeholders to ensure seamless service delivery.
- Managed cash flow, AP/AR, reconciliations, expense management, and financial reporting to maintain financial health and compliance.
- Oversaw cash flow, AP/AR, reconciliations, expense management, and financial reporting.
- Acted as the primary client contact, resolving complex issues with discretion, urgency, and professionalism.
- Analyzed market trends to identify growth opportunities, implementing targeted strategies for revenue increase.
- Led cross-functional teams in executing projects, ensuring alignment with organizational goals and timelines.
Account Manager
REBACK LEE
11.2023 - 02.2024
- Managed financial and operational requirements for high-profile client accounts, ensuring accuracy in AP/AR, cash management, reconciliations, expense tracking, and financial reporting.
- Acted as a trusted client relationship manager, translating complex financial information into clear recommendations and actionable next steps.
- Coordinated internal teams, vendors, and external stakeholders to ensure timely execution of client needs and enhance overall client satisfaction.
- Managed client relationships to ensure satisfaction and retention, enhancing service delivery standards.
- Developed strategic account plans that aligned with client objectives, driving long-term partnerships.
Account Manager / Bookkeeper
FREEMARK FINANCIAL, LLP
06.2021 - 10.2023
- Served as a primary client relationship manager while coordinating with clients, vendors, financial institutions, and professional advisors.
- Prepared monthly financial reports, reconciliations, journal entries, AP/AR, cash flow reports, and P&L analysis to ensure accurate financial oversight.
- Monitored budgets, expenses, cash requirements, and financial performance to identify variances and recommend improvements in financial management.
- Acted as the primary client relationship manager and coordinated with clients, vendors, financial institutions, and professional advisors.
Bookkeeper
ALTMAN, GREENFIELD & SELVAGGI
10.2018 - 03.2021
- Managed day-to-day accounting operations for multiple client accounts, ensuring accuracy in AP/AR, bank reconciliations, journal entries, cash management, and financial reporting.
- Prepared monthly financial statements and conducted account analyses to provide insights on expenses and financial activity.
- Supported budgeting, forecasting, cash flow management, and month-end close processes to enhance financial decision-making.
Executive Administrator
Shapiro & Company, LLC
05.2015 - 10.2018
- Coordinated executive schedules, managing complex calendars and prioritizing appointments to maximize productivity.
- Managed travel arrangements, optimizing itineraries for cost-effectiveness and convenience for executive team members.
- Facilitated communication between executives and staff, ensuring timely dissemination of information and directives.
- Developed and implemented streamlined office procedures, enhancing operational efficiency across departments.
Operations Manager
SEATTLE EXECUTIVE FITNESS
02.2011 - 02.2015
- Directed daily operations for executive fitness facility, overseeing financial activity, human resources, staffing, member relations, facility support, vendors, and administrative functions to enhance overall service delivery.
- Managed staffing across multiple departments, ensuring appropriate coverage and consistent operational and service standards.
- Directed hiring, training, scheduling, payroll, and personnel administration for housekeeping, janitorial, maintenance, and reception departments.
- Managed staffing across multiple departments to ensure appropriate coverage and maintain consistent operational and service standards, improving team efficiency.
- Coordinated vendors, purchasing, and inventory management to ensure seamless facility operations and support member satisfaction.
- Coordinated vendors, purchasing, and inventory to support uninterrupted facility operations.
- Consistently contributed more than 40% of the monthly sales revenue goal.
- Promoted into management within five months of joining the company.
- Streamlined daily operations to enhance efficiency and service delivery within fitness programs.
- Developed training materials to improve staff performance and ensure consistent service standards.
Corporate Account Manager
GOLD'S GYM WASHINGTON
08.2009 - 02.2011
- Forged corporate partnerships with local businesses to establish cross-promotional marketing initiatives, enhancing membership growth.
- Developed long-term relationships with corporate clients, local businesses, and community partners to support sustained business growth.
- Delivered face-to-face sales presentations to business executives and directors, fostering relationships with key decision-makers.
- Partnered with sales leadership to prospect, qualify, and develop new business opportunities.
Education
B.A. - Communications, Finance
UNIVERSITY OF GEORGIA
Athens, GA05-2008
Skills
- Business Development
- Business Strategy Development
- Operational Leadership
- Facility Operations
- Team Management
- Staff Development
- Human Resources
- Hiring & Training
- Scheduling
- Payroll
- Vendor Management
- Purchasing
- Profit and loss analysis
- Process Improvement
- P&L Analysis
- Revenue & Expense Management
- Budgeting & Forecasting
- Cash Management
- Profit Center Reporting
- Labor Cost Management
- Market Analysis
- Client Relationship Management
- Guest Satisfaction
- Corporate Event Management
- Project Coordination
- Cross-functional teamwork
- Relationship Management
- Cross-Functional Collaboration
- Adaptability
- Strategic Problem Solving
Accomplishments
- Highest-grossing sales associate within franchise, Spring 2013.
- Consistently contributed more than 40% of monthly sales revenue goal.
- Promoted into management within five months of joining Seattle Executive Fitness.
- Designed graphic identity/logo for Magic Carpet Glide / Seattle Segway.
Additional Relevant Experience
- Magic Market Week Pool Trade Show, Exhibitor, 2014, Brand representation, booth design/setup, buyer relationships, product presentation, social media promotion, and industry networking.
- Magic Carpet Glide, Tour Director, Seattle, WA, 2012, Planned and led city tours; delivered engaging guest experiences; managed visitor safety and vehicle-operation training.
- Argosy Cruises, Harbor Narrator & Ship Deckhand, 2012, Guest commentary, vessel presentation and maintenance, docking operations, safety equipment, and onboard bar service.
Core Competencies
Operational Leadership, Facility Operations, Team Management, Staff Development, Human Resources, Hiring & Training, Scheduling, Payroll, Vendor Management, Purchasing, Inventory, Process Improvement, P&L Analysis, Revenue & Expense Management, KPI Reporting, Budgeting & Forecasting, Cash Management, Profit Center Reporting, Labor Cost Management, Financial Reporting, Business Planning, Sales Performance, Luxury Service, Guest Satisfaction, Member Experience, High-Profile Client Management, Private Dining, Event Operations, Service Recovery, Relationship Management, Cross-Functional Collaboration, Business Development
Timeline
New Business Consultant
AlphaSights
01.2025 - Current
Client Service Associate | Hospitality Operations
LETTUCE ENTERTAIN YOU ENTERPRISES
10.2024 - 08.2026
Account Manager
GROUND CONTROL BUSINESS MANAGEMENT
02.2024 - 08.2024
Account Manager
REBACK LEE
11.2023 - 02.2024
Account Manager / Bookkeeper
FREEMARK FINANCIAL, LLP
06.2021 - 10.2023
Bookkeeper
ALTMAN, GREENFIELD & SELVAGGI
10.2018 - 03.2021
Executive Administrator
Shapiro & Company, LLC
05.2015 - 10.2018
Operations Manager
SEATTLE EXECUTIVE FITNESS
02.2011 - 02.2015
Corporate Account Manager
GOLD'S GYM WASHINGTON
08.2009 - 02.2011
B.A. - Communications, Finance
UNIVERSITY OF GEORGIA