Joseph Travia
Winchester,MA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
ABC Fitness
10.2022 - Current
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Created customer support strategies to increase customer retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Operations Manager
Gold's Gym: Boston Group
06.2013 - 10.2022
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow across eight locations
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Developed and maintained relationships with external vendors and suppliers.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Lead the process of recruiting, hiring and training of team members across eight locations
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Bartender
Faces Brewing Company
05.2020 - Current
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Followed strict recipes and drink measurements to minimize product used.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Kept bar presentable and well-stocked to meet customer needs.
- Served high customer volumes during special events, nights, and weekends.
Education
Bachelor of Arts - History
Saint Anselm College
Manchester05.2013
Skills
- Client Relations
- Customer Account Management
- Key accounts development
- Customer Retention
- Strategic communications
- Training and mentoring
- Customer Service
- Payroll Administration
Timeline
Customer Success Manager
ABC Fitness
10.2022 - Current
Bartender
Faces Brewing Company
05.2020 - Current
Operations Manager
Gold's Gym: Boston Group
06.2013 - 10.2022
Bachelor of Arts - History
Saint Anselm College
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