Julia Oteman

I currently hold the position of ACE (access control and equipment assistant) on the Member Services team at the Nicholas Recreation Center at UW-Madison. At this position I am a helpful resource for all members and I handle a high volume of requests from members for check-in, equipment rental, and any other services available to our members. The following are more of my responsibilities and duties at this position:

• Developed strong relationships with members through active listening skills, understanding their needs, and offering tailored solutions when appropriate.
• Assisted in maintaining a clean, organized facility that met safety standards while creating an inviting environment for members.
• Provide top tier customer service for any requests that are made within my range of duties and handle conflict in a manner that reflects the professionalism of the company.
• Supported fellow team members by sharing best practices and collaborating on projects aimed at enhancing overall member experience.
• Handled complaints with prompt, courteous service to uphold professional reputation.

As a Front Desk Associate at Be Fitness I welcomed guests as they checked-into our gym facilities, managed inquiries, reservations, processed payments and maintained accurate records. The following are more of my responsibilities and duties at this position:

• Handled high-pressure situations calmly, maintaining professionalism at all times.
• Organized front desk area to maintain a professional and welcoming appearance for guests.
• Handled incoming calls professionally, addressing member inquiries efficiently or directing them to appropriate staff as needed.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Assisted in training new hires on front desk operations, contributing to overall team cohesion and productivity.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Scheduled bookings for fitness classes over the phone, in person, and via computer for guests and provided confirmation information.
• Handled maintenance and repair requests to keep machines and gym equipment in good condition and maintain renter satisfaction

This is a seasonal position in Summers of 2022, 2023, and 2024 I worked as the Kayak and SUP Rental Associate for Clearwater Outdoor, where I assisted guests with rental waivers and rental equipment, made sure that all equipment including kayaks, paddle boards and life jackets were clean and maintained properly. The following are more of my responsibilities and duties at this position:

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to their rental needs.
• Trained new associates on company policies and procedures, fostering a positive team environment for all employees.
• Reduced costs associated with vehicle damage claims by proactively identifying potential risks during the inspection process.
• Promoted a positive work environment by fostering collaboration and open communication among team members.
• Managed rental agreements for a streamlined process, ensuring accuracy and proper documentation.
• Facilitated smooth check-in/check-out experiences for customers by effectively managing scheduling conflicts.
• Accommodated last minute requests to address needs of guests, achieving top guest satisfaction and repeat business.
• Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.

As the Retail Sales Associate at Clear Water Outdoor, I greeted customers when they entered the store, helped customers find specific products and rang up customer purchases on the POS register. The following are more of my responsibilities and duties at this position:

• Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
• Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
• Built relationships with customers to encourage repeat business.
• Managed returns, exchanges and refunds in accordance with store policy.
• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
• Prepared merchandise for sales floor by pricing or tagging.
• Helped customers locate products and checked store system for merchandise at other sites.
• Answered customer questions about sizing, accessories, and merchandise care.
• Rotated stock and restocked shelves to maintain product availability and store appearance.
• Provided positive first impressions to welcome existing, new, and potential customers.
• Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
• Assessed customer needs and utilized suggestive selling techniques to drive sales.
• Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
• Assisted in the development and implementation of marketing initiatives to promote store events and special promotions.
• Used in-store system to locate inventory and place special orders for customers.

This was a volunteer tutor position, in which I tutored and mentored a girl who had some learning disabilities and special needs. The position began as a reading, writing, and math tutor but as time went on it progressed to all areas of academics along with life mentorship. From math games to teaching her how to tie her shoes, I found creative ways to teach engaging lessons and help her through her coursework. I met with her parent and teachers to discuss her plans and progress and provided guidance, motivation, and encouragement.

• Utilized creative teaching methods such as games and interactive activities to make learning enjoyable and engaging.
• Served as a mentor and role model for students, offering guidance on important life skills such as goal-setting, decision-making, and self-motivation.
• Established rapport with students and families, fostering positive relationships conducive to successful learning outcomes.