Jerry Apana
Lake Elsinore,California
Summary
- Accomplished Customer Service Specialist with a track record at LA Fitness, where I elevated customer satisfaction and reduced wait times. Expert in complaint handling and call center operations, I bring a blend of active learning and customer focus to drive service excellence. Skilled in developing training materials, I ensure high-quality customer care through enhanced associate knowledge.
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Customer Service Front Desk Operations
LA Fitness
07.2021 - 09.2024
- Trained new associates in company policies and procedures, ensuring consistent quality of customer care.
- Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
- Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
- Contributed to the development of training materials designed to enhance service desk associate knowledge and expertise.
- In charged of making sure members have their monthly/yearly payments renewed
- Cross trained to sell memberships as well
- Organization and cleaning are mandatory to maintain a productive work environment
Education
No Degree - Kinesiology
Vanguard University
Costa Mesa 06.2026
Associate of Arts - Kinesiology
Palomar College
San Marcos, CA06.2023
Skills
- Active Learning
- Call center experience
- Money handling abilities
- Goal Setting
- Work Prioritization
- Product Knowledge
- Calm Under Pressure
- Team Collaboration
- Complaint Handling
- Customer Service
- Account Management
- Assertiveness
Accomplishments
- Resolved product issue through consumer testing.
- Completed intensive training in database fundamentals and software engineering.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Timeline
Customer Service Front Desk Operations
LA Fitness
07.2021 - 09.2024
No Degree - Kinesiology
Vanguard University
Associate of Arts - Kinesiology
Palomar College