Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

JOELLE THOMAS-QUILES

Membership Director
Dorchester,MA
JOELLE THOMAS-QUILES

Summary

Goal-oriented manager with distinguished experience in customer service industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.

Overview

11
years of professional experience

Work History

Greater Boston YMCA

Membership Director
09.2021 - Current

Job overview

  • Organized promotional events and interacted with the community to increase sales volume
  • Increased profit margins by effectively controlling budgets of 500,000 and overhead and optimizing product turns.
  • Maintained financial controls, planned business operations, and controlled expenses while identifying and pursuing opportunities to grow business operations and boost profits.
  • Collaborated cross-functionally with headquarters, regional, and other teams nationally to maintain consistent message and experience.
  • Built relationships with customers and community to establish long-term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Recruited, interviewed, and hired employees and implemented amentoring program to promote positive feedback and engagement.

Delta Projects

Direct Support Professional
10.2020 - 09.2021

Job overview

  • Assessed patients' health education needs and provided the necessary training and instruction
  • Kept track of my interactions with prospects, their families, and advisors, as well as developing relationships with potential referral sources
  • Communicated with patients frequently to offer assistance, support, and instructions
  • Helped disabled people gain independence while keeping a close eye on their safety at all times
  • Followed doctor's instructions and administered medication
  • Updated supervising Residential House Manager on current patient information, such as vital signs, behaviors, and eating habits
  • Assisted disabled clients to support their independence and well-being.
  • Put in place standards and methods for evaluating the effectiveness of agency activities.
  • Administered medication as directed by a physician.

Salvation Army/ Kroc Community Center

Customer Service Supervisor
09.2018 - 10.2020

Job overview

  • Created and submitted Stats for building activity, Membership plans reports, as well as documentation and logs of implemented solutions
  • Maintained customer loyalty by providing fast, friendly, and knowledgeable service for routine questions and guest complaints
  • Gathered customer feedback and made recommendations to management about facility processes, ensuring customer satisfaction in future interactions
  • Preserved revenue streams where possible, using refunds as a last resort to maintain customer satisfaction with strong communication and negotiation skills
  • Increased customer loyalty by providing outstanding service in response to questions, complaints, and facility issues
  • Collaborated with senior management to address and resolve disciplinary issues as well as improve overall team performance
  • Kept customer account information current and accurate by preparing, completing, and processing forms and database changes
  • Took payments in cash and credit cards over the hone, in person, and via email
  • Handled cash and credit card payments expertly and discreetly.

Footlocker

Retail Store Manager
11.2012 - 09.2018

Job overview

  • Monitored and corrected inefficient or inaccurate work to maintain team performance
  • Assigned a number of employees to specific tasks to best meet the needs of the store
  • Devised and implemented effective strategies to keep profit at or above desired company percentage demand
  • Was in charge of training, coaching, and sharing innovative sales tactics with 15-20 sales team members
  • Reorganized new inventory in preparation for floor placement
  • Reduced shrinkage by 97% by closely monitoring inventory and security procedures
  • Devised and optimized schedules in order to maintain coverage and service levels in line with anticipated demand
  • Trained and coached employees on how to deal with various aspects of sales, complicated issues, and difficult customers
  • Increased company sales by 93% by devising strategic promotional plans that capitalized on changing market conditions
  • Hired, trained, and managed retail employees who generated $5 million in annual company revenue
  • Was in charge of preparing and submitting nightly bank deposits
  • Employees' weekly schedules were created by me
  • Mentored employees and instructed them on how to handle difficult sales, issues, and customers
  • Was in charge of overseeing and directing the performance of the staff
  • Promoted the professional development of team members and supervisors at all levels in order to place qualified candidates in management positions.

Education

Bunker Hill Community College
Charlestown, MA

Associate of Arts from Psychology
05.2025

Skills

  • Microsoft applications proficiency
  • Project organization
  • Team building
  • Relationship development
  • Organization
  • Budgets
  • First Aid/CPR
  • Behavioral Management
  • Medication administration
  • Event Planning and Coordination
  • Medical records management
  • Corporate Social Responsibility
  • Expense Reporting

Timeline

Membership Director

Greater Boston YMCA
09.2021 - Current

Direct Support Professional

Delta Projects
10.2020 - 09.2021

Customer Service Supervisor

Salvation Army/ Kroc Community Center
09.2018 - 10.2020

Retail Store Manager

Footlocker
11.2012 - 09.2018

Bunker Hill Community College

Associate of Arts from Psychology

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JOELLE THOMAS-QUILESMembership Director