Heather Malleo
Cleveland,OH
Summary
Experienced operations and people leader with nearly a decade of progressive responsibility in the aquatics industry. Proven track record of driving team performance, ensuring safety and compliance, managing multi-site operations, and delivering exceptional customer experiences and exceeding company goals.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Regional Aquatics Manager
Hastings Water Works
Brecksville, Ohio
09.2018 - Current
- Supervised daily operations of aquatics programs and staff activities.
- Implemented safety protocols to ensure compliance with health regulations.
- Led staff meetings to discuss operational updates and team goals.
- Schedule employees to ensure proper coverage of shifts.
- Respond promptly to customer inquiries or complaints regarding aquatics services.
- Coordinate staff training in life-guarding and water safety.
- Manage payroll functions for all aquatic center personnel including calculating hours worked and issuing paychecks
- Hire new staff members by conducting interviews and evaluating candidates' qualifications.
- Order supplies and equipment to support program activities.
- Maintain pools, pump rooms, and their environments, adhering to standards in safety, cleanliness, and appearance.
- Document aquatic staff disciplinary action and implemented corrective plans.
- Recruit, hire, and train departmental employees.
- Sought out opportunities to improve service levels and corrected problems.
- Settle disputes or helped solve other customer concerns.
- Monitor activities to enforce rules and safety procedures or arrange removal of unruly patrons.
- Assign work to team members and evaluated performance against standards.
- Collaborated with other departments within the organization to coordinate promotional efforts for aquatic services.
- Ensure compliance with local health codes and regulations related to aquatics operations.
- Maintain accurate records of attendance, revenue, expenses, and inventory.
District Manager
Hastings Water Works
Brecksville, Ohio
03.2017 - 09.2018
- Managed staff training programs to ensure compliance with safety standards.
- Implemented quality control measures to maintain high service standards.
- Facilitated communication between departments to streamline district operations.
- Resolved customer complaints quickly and effectively while maintaining a high level of customer service satisfaction.
- Delegated work to staff, setting priorities and goals.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
Lifeguard
Hastings Water Works
Brecksville, Ohio
07.2016 - 03.2017
- Monitored pool area to ensure guest safety and compliance with regulations.
- Maintained cleanliness of pool facilities and surrounding areas.
- Enforced facility rules to promote a safe swimming environment for all guests.
- Collaborated with team members to improve operational efficiency during busy hours.
- Reported any unsafe conditions or suspicious activity to management immediately.
Education
Valley Forge High School
Parma, OH05-2007
Skills
- Personable and Outgoing
- Certified Pool Maintenance Operator
- Staff training
- Safety compliance
- Payroll administration
- Program management
- Customer service
- Certified American Red Cross Lifeguard Instructor
Certification
Lifeguard Instructor American Red Cross
Timeline
Regional Aquatics Manager
Hastings Water Works
09.2018 - Current
District Manager
Hastings Water Works
03.2017 - 09.2018
Lifeguard
Hastings Water Works
07.2016 - 03.2017
Valley Forge High School