Joanna Hernandez
Woodland Hills,CA
Summary
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Next Health
11.2024 - Current
- Serve as interim general manager managing daily clinic operations, team coordination, and performance during leadership absence.
- Oversee operations for GLP-1, hormone therapy, and peptide programs at clinic level, coordinating care for 93+ patients in partnership with in-clinic provider to ensure efficient execution and high quality member experience.
- Drive revenue through consultative sales, generating over $50,000 in personal holiday package sales within a single month and consistently ranking among top performers.
- Cultivate high-value client relationships, address complex escalations, and uphold premium member experience.
- Leverage CRM to oversee targeted outreach to new leads and inactive members, monitoring follow-ups and engagement to enhance conversions, re-engagement, and retention.
Front Desk Receptionist
Next Health
07.2024 - 11.2024
- Resolved guest concerns promptly, maintaining a positive and professional demeanor to enhance overall customer satisfaction.
- Engaged guests by promoting company services, resulting in increased interest and revenue.
- Tracked KPI metrics and worked with Assistant General Manager to drive revenue.
- Maintained an 88% membership-retention-rate.
Master Personal Trainer
Athletic Society
09.2023 - 04.2025
- Developed personalized fitness programs tailored to clients' goals, abilities, and limitations.
- Provided guidance on proper exercise techniques and progressions to maximize results and prevent injury.
- Conducted fitness assessments to track clients' progress and adjust workout plans as needed.
Personal Trainer
LA Fitness
05.2021 - 09.2023
- Led 40 one-on-one and group training sessions per week with clients of all ages and fitness levels.
- Built a strong personal client base with over 90% repeat business.
- Guided clients through personal training sessions that were adapted to their fitness level and any injuries they had.
Assistant Personal Training Director
LA Fitness
12.2018 - 04.2020
- Serve as acting training manager on weekends, overseeing daily operations, trainer coordination, and member experience.
- Drive personal training sales through fitness consultations, recommending customized programs and closing training packages.
- Address client and trainer needs in real time, resolving scheduling issues and supporting a seamless training experience.
Personal Training Counselor
LA Fitness
08.2018 - 12.2018
- Drive revenue through consultative sales of personal training packages, consistently meeting and exceeding monthly sales targets.
- Establish and uphold connections with prospective and existing members to promote retention and foster long-term engagement.
- Conduct CRM-based outreach to new leads, managing follow ups, and scheduling consultations to support conversion
Front Desk Receptionist
LA Fitness
02.2016 - 08.2018
- Efficiently checked in gym members, processed payments, and managed class schedules in a fast-paced environment.
- Answered high volume of phone calls and inquiries, providing excellent customer service and resolving issues promptly.
- Demonstrated ability to multitask and prioritize tasks effectively while remaining calm and composed in high-pressure situations.
- Managed customer service issues and concerns effectively, resolving conflicts and ensuring member satisfaction..
Education
High School Diploma -
Colegio Boston
Pereira, Colombia06.2015
Skills
- Attention to detail
- Multitasking
- Effective time management
- Customer service
- Adaptable
- Friendly and outgoing attitude
- Bilingual (Spanish)
Certification
Personal Trainer National Academy of Sports Medicine January 2021
Timeline
Customer Experience Manager
Next Health
11.2024 - Current
Front Desk Receptionist
Next Health
07.2024 - 11.2024
Master Personal Trainer
Athletic Society
09.2023 - 04.2025
Personal Trainer
LA Fitness
05.2021 - 09.2023
Assistant Personal Training Director
LA Fitness
12.2018 - 04.2020
Personal Training Counselor
LA Fitness
08.2018 - 12.2018
Front Desk Receptionist
LA Fitness
02.2016 - 08.2018
High School Diploma -
Colegio Boston