Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Jamaal Motley

Stoughton,MA

Summary

Resourceful Club General Manager known for high productivity and efficient task completion. Specialize in operational management, team leadership, and financial oversight to ensure club success. Excel in communication, problem-solving, and adaptability, leveraging these skills to meet diverse challenges and drive continuous improvement.

Overview

13
13
years of professional experience

Work History

Club General Manager

Planet Fitness
Hanover , MA
05.2023 - Current
  • Monitored daily activities to ensure proper customer service was provided by all staff members.
  • Scheduled staff shifts based on operational needs of the club.
  • Provided professional advice and guidance to team members regarding their duties and responsibilities.
  • Conducted regular meetings with employees to evaluate performance levels and provide feedback for improvement.
  • Managed financial records including income statements, balance sheets, payroll information and cash flow statements.
  • Supervised maintenance work in order to keep premises clean and tidy at all times.
  • Resolved customer complaints in a timely manner while maintaining customer satisfaction levels.
  • Fostered warm environment by greeting and welcoming new club members.
  • Kept track of drink inventory and ordered new stock to maintain supplies.
  • Calculated payroll by recording employee hours worked and approved time off requests.
  • Attended weekend night events to observe and analyze club operations.
  • Interviewed applicants to extend employment offers to maintain high-performing work environment.
  • Removed unruly patrons to achieve safe and positive work environment.
  • Delegated work to staff, setting priorities and goals.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.

Security Officer

Northeast Security
Cambridge, MA
04.2014 - Current
  • Checked for safety hazards and took corrective action when necessary.
  • Monitored surveillance cameras and responded to suspicious activity.
  • Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
  • Investigated all reported incidents of theft or vandalism on premises.
  • Enforced access control measures in accordance with established procedures.
  • Responded to alarms and conducted investigations as required.
  • Confirmed visitor identification prior to granting entry into the building.
  • Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
  • Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
  • Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
  • Assisted with crowd control during large events held at the facility.
  • Adhered to post orders while maintaining a visible presence around the property.
  • Operated communication systems between officers stationed throughout the facility.
  • Addressed problems quickly and reported clear information while working under minimal supervision.
  • Guarded restricted areas to prevent unauthorized entry.
  • Warned persons of rule infractions or violations and evicted violators from premises.

Concierge

Proto / Northeast Security
Cambridge, MA
08.2018 - 10.2020
  • Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
  • Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
  • Maintained a professional presence at the front desk area by adhering to dress code standards.
  • Organized packages received by mail or courier on behalf of guests while ensuring they are properly tracked.
  • Monitored inventory levels of supplies required for daily operations including brochures and maps.
  • Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
  • Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
  • Trained new staff members on proper policies and procedures related to customer service delivery.
  • Directed incoming calls and messages to appropriate staff or residents.
  • Maintained guest privacy and building reputation by keeping information confidential.

Call Center Team Lead

Celticare Health Plan
Waltham, MA
01.2017 - 08.2018
  • Provided coaching and guidance to call center team members on customer service skills.
  • Developed and implemented processes for customer service operations.
  • Resolved escalated customer inquiries in a timely manner.
  • Maintained up-to-date knowledge of products, services, policies, and procedures.
  • Analyzed customer feedback surveys to identify areas of improvement.
  • Managed day-to-day operations within the call center environment.
  • Provided technical support related to phone systems or software applications used by agents.
  • Facilitated communication between team members and management personnel.
  • Drafted reports to provide detailed analysis of customer service metrics.
  • Monitored incoming calls, emails, and chat messages for quality assurance purposes.

Call Center Representative

Celticare Health Plan
Brighton, MA
02.2012 - 01.2017
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.

Education

Bachelor of Science - Business Management

Cambridge College
Cambridge, MA

Skills

  • Sales management
  • Revenue Generation
  • Hospitality Management
  • Operations Management
  • Facility Management
  • Human Resources
  • Staff Scheduling
  • Customer Service
  • Staff Management
  • Team Leadership
  • Performance Tracking and Evaluation
  • Attention to Detail
  • Time management abilities
  • Adaptability

Accomplishments

  • Promoted to the highest volume Planet Fitness in the Southern Massachusetts Region for Alder Partners owned clubs.

References

References available upon request.

Timeline

Club General Manager

Planet Fitness
05.2023 - Current

Concierge

Proto / Northeast Security
08.2018 - 10.2020

Call Center Team Lead

Celticare Health Plan
01.2017 - 08.2018

Security Officer

Northeast Security
04.2014 - Current

Call Center Representative

Celticare Health Plan
02.2012 - 01.2017

Bachelor of Science - Business Management

Cambridge College

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Jamaal Motley