Hi, I’m
Jacqueline Allen
Membership Concierge Leader
Boca Raton,FL
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Summary
Developed strong communication and organizational skills in fast-paced hospitality environment. Skilled in anticipating and responding to guest needs while managing multiple tasks efficiently. Seeking to transition into new field, leveraging ability to deliver exceptional service and create positive experiences.
Overview
3
years of professional experience
1
Certification
Work History
Life TimeBoca Raton, FL
Membership Concierge Leader
09.2024 - Current
Job overview
- Led front-of-house operations in a high-volume, luxury service environment, serving as the primary escalation point while maintaining consistent service standards.
- Recruited, onboarded, and developed a customer-facing team, delivering structured coaching, performance reviews, and conflict resolution to strengthen trust and efficiency.
- Drove member acquisition and onboarding by executing against monthly targets of above 50 units, ensuring tour coverage, follow-up discipline, and team alignment.
- Maintained 90%+ CRM lead assignment and follow-up compliance, supporting consistent conversion and pipeline visibility.
- Led new-member connectivity efforts, consistently performing at or above established connectivity benchmarks across service offerings.
- Owned service quality by auditing live interactions, responding to client feedback, and coaching in real time, resulting in Net Satisfaction Scores (NSS) consistently above 70.
- Managed payroll and labor planning within established financial potentials and thresholds.
Life TimeBoca Raton, FL
Membership Concierge III
09.2022 - 09.2024
Job overview
- Enhanced member satisfaction by fostering strong relationships and addressing inquiries and issues swiftly to exceed expectations.
- Exhibited leadership by overseeing team management functions, including casting, hiring, onboarding, and monthly scheduling within payroll budget constraints.
- Collaborated with leadership to complete performance reviews and develop new training programs, enhancing team efficiency and performance.
- Streamlined administrative processes by overseeing daily cash drawer reconciliation, manual Medicare/qualified membership waitlist tracking, and monthly supply management for the Concierge and Kids Academy teams. Additionally, assumed responsibility for analyzing and interpreting dashboard data and KPIs to inform decision-making and identify trends in membership performance and labor efficiency.
- Collaborated with team members to develop a new call schedule that optimized waitlist management, resulting in a team-driven 105% increase in membership acquisition for June 2024.
Education
Florida Atlantic UniversityBoca Raton, FL
Bachelor of Arts from Anthropology
12.2020
Skills
- Effective problem solving
- Highly adaptable
- Customer service
- Time management
- Team leadership and collaboration
- CRM software proficiency
Certification
- First Aid/CPR/ABD Instructor for American Red Cross
- Adult and Pediatric FA/CPR/AED Certified by ARC
- Certified Membership Concierge Leader, Life Time - October 2024
Timeline
Membership Concierge Leader
Life Time
09.2024 - Current
Membership Concierge III
Life Time
09.2022 - 09.2024
Florida Atlantic University
Bachelor of Arts from Anthropology