Ivy A. Doncel
Phoenix,AZ
Summary
A professional leader in the field of management with a background in customer service and operations with a successful proven track record in improving team performance and adapting to company demands while ensuring customer and company satisfaction. My objective is to utilize and enhance my skills in a fast-paced environment with opportunities for growth and advancement.
Overview
16
16
years of professional experience
Work History
Manager on Duty & Administrative Assistant to the Operations Manager
Burke Williams Spa
07.2023 - 04.2026
- Oversee day-to-day operations, ensuring the facility is running to standards in a safe and efficient manner.
- Provided administrative support to facility and operations department to ensure smooth daily operations.
- Coordinate and create the calendar schedules for staff ensuring the facility is always fully staffed in all departments on a day-to-day basis.
- Coordinate meetings for the facility and executive.
- Handled weekly bank deposits for facility, ensuring timely and accurate financial transactions.
- Coordinate private events for clients to showcase our newest treatments, products, and any new releases.
- Respond to customer concerns by providing friendly, knowledgeable support, while maintaining composure and professionalism.
- Build relationships and connections with spa guests to enhance their experiences.
- Actively listen to team members' and guest feedback to address any issues or conflicts in a mutually beneficial way.
- Encourage staff's creativity, and innovation to maintain team fellowship. Motivate team members in various ways while holding them accountable to Burke Williams standards for individual performance as well as to reach membership, gift card and sales goals daily.
- Monitored team performance through coaching and training, fostering a culture of continuous improvement.
- Recognize and reward high performance individuals as well as the team collectively.
- Lead training and sales classes along with offering one-on-one mentoring.
Front Desk Associate & Lead
Burke Williams Spa
07.2022 - 04.2026
- Welcome guests to Burke Williams, confirm appointments via telephone, and complete check-in and check-out process.
- Walk and engage guests through facility tours highlighting luxurious amenities and the unique touches throughout the spa.
- Enhanced guest satisfaction by contributing to unique and impactful moments throughout their stay. and creating memorable experiences for guests.
- Resolved guest issues promptly, ensuring a seamless and positive experience.
- Built relationships with spa clientele, personalizing experiences to enhance overall satisfaction.
- Provide customized recommendations, enhancements and therapists tailored to each guest's individual needs.
- Keep up with knowledge of products and services to articulate the differences of each service and/or product to better support in client options.
- Offer membership programs, gift cards, and retail items to guests to assist them in their wellness journeys.
- Assist guests and front desk associates with feedback and experiences making everyone feel heard and supported.
Publicity Assistant & Publicity Manager
Accolade Publicity & Consulting
09.2019 - 04.2022
- In charge of coordinating calendar of events (editorial, press conferences, etc.).
- Developed media relations strategies to secure high-level placements in print, broadcast, and online media.
- Managed media inquiries and interview requests for A-list clients, ensuring timely and effective communication.
- Coordinated PR activities at award shows and FYC events to enhance client visibility and engagement.
- Assisted in organizing and executing Public Relations (PR) events, campaigns, etc.
- Conduct research to support PR planning.
- Contributed to strategic planning and brainstorming sessions.
- Supported relationships with stakeholders, media, vendors, and studios.
- Oversaw and evaluated opportunities for partnerships, sponsorships, and advertisements on an ongoing basis.
- Maintained a keen understanding of industry trends to make informed recommendations regarding client communication strategies.
- Edited PowerPoint presentations to present to clients.
- Ensured positive and hassle-free client experiences and supported and settled client disputes in a professional manner.
Production Assistant
Bailon Productions & Activations
02.2010 - 09.2019
- Assisted in pre- and post-production of events by loading and unloading equipment, staging, and providing A/V support, event registration, and talent liaison.
- Supported troubleshooting and resolved technical issues during events and presentations with a collaborative, hands-on approach.
- Coordinated vendor communications to ensure timely deliverables and adherence to deadlines.
- Managed incoming phone calls and conducted research and analysis on paid and unpaid invoices.
- Performed data entry, billing and collections.
Education
BA - Communications
Hope College
Holland, MI12-2018
Skills
- Microsoft Office proficiency
- Financial oversight
- Meeting coordination
- Strategic planning
- Staff training
- Employee onboarding
- Time management
- Cost management
- Office administration
- Client engagement
- Customer management
- Team collaboration
- Conflict resolution
- Adaptability
- Interpersonal skills
Personal Information
Title: Manager on Duty & Administrative Assistant
Key Skills
Bilingual (English and Spanish)
Timeline
Manager on Duty & Administrative Assistant to the Operations Manager
Burke Williams Spa
07.2023 - 04.2026
Front Desk Associate & Lead
Burke Williams Spa
07.2022 - 04.2026
Publicity Assistant & Publicity Manager
Accolade Publicity & Consulting
09.2019 - 04.2022
Production Assistant
Bailon Productions & Activations
02.2010 - 09.2019
BA - Communications
Hope College