Ivette Perez
Middle Village
Summary
Seasoned professional services leader with over a decade of experience managing and optimizing service operations. Recognized for cultivating team collaboration and delivering impactful results. Highly regarded for adaptability, reliability, and unwavering commitment to achieving organizational objectives. Demonstrated expertise in strategic planning, resource allocation, and enhancing customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Internship Services Manager
Year Up
06.2021 - 08.2023
- Created detailed internship records, onboarding notes, and weekly reporting utilizing Salesforce to track retention and conversion
- Synthesized survey responses and feedback to evaluate intern and manager satisfaction on overall experience; provided feedback or recommendations to improve experience
- Organized and oversaw onboarding process of 35-40 interns for up to 8 external stakeholders (Bank of America, American Express, NBC Universal, S&P Global, etc) prior to internship per cycle (twice a year)
- Maintained average of 96% internship (75% goal) retention per bi-annual cycle
Assistant General Manager
Equinox
06.2019 - 02.2021
- Drove success for a 5,000-member flagship athletic club; ensured operational efficiency within 4 departments and a team of 100+.
- Significantly improved HR processes which lead to increased employee retention amongst sales team and front desk staff.
- Implemented new client acquisition and retention strategies which increased sales and member registration achievements by 50%.
- Designed and implemented new club processes and procedures across multiple teams (front desk, spa, group fitness, maintenance, pilates and sales); transitioned manual processes to digital systems to improve data tracking and analysis.
- Supported $15m club renovation; ensured on-time project completion; managed vendors, facilities and compliance issues; communicated with members and executive leadership.
- Managed monthly financial reporting and analysis; improved daily money management tracking to improve financial accuracy of reports by 50%.
Operations Manager
Equinox
12.2018 - 05.2019
- Managed 30 team members across front desk and full-service spa; ensured teams met revenue goals each month through special events and custom cultivation; drafted creative plans with each team member on how to achieve their financial targets; tracked and analyzed customer data and KPI's.
- Managed escalated customer issues for all departments including account inquiries, cancellations, billing information and client complaints.
Front Desk Manager
Equinox
05.2017 - 12.2018
- Hired and supervised a team of 15 associates; trained on internal systems, policies and regulations, customer service, conflict resolution and escalation rules.
- Managed a high volume, fast paced front desk that served as a key liaison between membership advisors, retail associates, trainers, spa professionals and additional teams.
- Managed scheduling and budget for the front desk.
Executive Assistant
Zone 126
03.2016 - 02.2017
- Assisted nonprofit organization that focused on improving educational outcomes for 10 NYC schools.
- Supported a team of 15 including the CEO, senior management and all field employees.
- Managed budgets, payroll and vendor relationships; prepared and submitted monthly expense reports.
- Oversaw internal and external communications; wrote and published monthly newsletters and updated organizational website.
- Facilitated special events and conferences; booked space, secured catering, hired staff and oversaw logistics.
- Prepared board meeting reports; drafted minutes and designed power-point presentations.
Paraprofessional
Department of Education
09.2014 - 06.2016
- Provided in-class support for students ages 5-18 with special education diagnosis; implemented individual education plans (IEP's) for students.
- Rotated schools within Queens, Bronx and Brooklyn; supported classroom teachers with maintaining student records and progress reports.
Education
Bachelor of Business Administration - Concentration in Marketing, Minor in Psychology
Lehman College
05.2020
investment operations, business communications and organizational management
Year Up
Skills
- Fluent in Spanish
- Proficient in Microsoft Office 2003/2007
- Proficient in Salesforce CRM
- Proficient in Slack
- Proficient in Google Suite
- Proficient in SmartRecruiter
- Proficient in UltiPro
- Proficient in Field Glass
- Proficient in Asana
- Strong analytical reasoning
- Team leadership and development
- Communication
- Organization
- Operations management
- Sales support
Certification
- Mckinsey's Hispanic & Latino Leadership Academy: Manager Accelerator Program I, 06/22
- ECornell's Certificate: Strategic Human Resources Leadership I, 12/22
Timeline
Internship Services Manager
Year Up
06.2021 - 08.2023
Assistant General Manager
Equinox
06.2019 - 02.2021
Operations Manager
Equinox
12.2018 - 05.2019
Front Desk Manager
Equinox
05.2017 - 12.2018
Executive Assistant
Zone 126
03.2016 - 02.2017
Paraprofessional
Department of Education
09.2014 - 06.2016
investment operations, business communications and organizational management
Year Up
Bachelor of Business Administration - Concentration in Marketing, Minor in Psychology
Lehman College
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