Katie Carthens
Waldorf,MD
Summary
Experienced Operations and Administrative Manager with a strong record of leading teams, managing daily business functions, and driving operational performance. Proven ability to supervise staff, oversee workflows, and support organizational goals through effective leadership, communication, and accountability. Adept at balancing people management, operational oversight, and administrative responsibilities in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Area Manager
LA Fitness
12.2017 - Current
- Lead and manage daily operations, ensuring staff performance aligns with company standards and management objectives.
- Supervise, coach, and evaluate employees, providing direction, feedback, and accountability.
- Delegate responsibilities and manage workflows to maintain efficiency and service quality.
- Oversee staffing levels, scheduling, and shift assignments to support operational needs.
- Participate in hiring, onboarding, training, and development of team members.
- Enforce company policies, procedures, and performance expectations.
- Act as primary point of contact for escalated member and staff issues, making sound management decisions.
- Coordinate vendor services and facility needs to support uninterrupted operations.
- Perform opening, closing, and shift-change management duties to maintain consistency and compliance.
- Support senior leadership through reporting, administrative coordination, and operational insights.
Operations Supervisor / Customer Service Manager
LA Fitness
12.2011 - 12.2017
- Supervised day-to-day employee activities to ensure productivity and adherence to standards.
- Provided leadership, guidance, and on-the-job training to staff members.
- Assisted management with staffing decisions, scheduling, and performance monitoring.
- Addressed employee concerns and customer escalations with professionalism and discretion.
- Supported implementation of operational procedures and service initiatives.
- Maintained accurate records and ensured consistent execution of policies.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
Operations Manager
Bally Total Fitness
01.2006 - 12.2011
- Trained and mentored staff on best practices for customer service and operational procedures.
- Managed vendor relationships to ensure quality service delivery and adherence to contractual obligations.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Developed and executed process improvements to reduce operational costs and increase productivity.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Education
High School Diploma - undefined
Bladensburg High School
Skills
Team Leadership & Staff Supervision
Operations & Business Management
Workforce Scheduling & Performance Oversight
Policy Implementation & Compliance
Financial & Administrative Oversight
Process Improvement & Productivity
Customer & Client Relations
Vendor & Facilities Coordination
Conflict Resolution & Decision-Making
CUST
- Dear Hiring Manager
- I am writing to express my interest in a management or administrative position within your organization. With extensive experience overseeing daily operations, supervising teams, and supporting organizational goals, I bring a strong foundation in leadership, operational management, and administrative coordination.
- Throughout my career, I have successfully managed staff, coordinated schedules, enforced policies, and ensured smooth day-to-day operations in fast-paced environments. In my current role as Operations Manager and Member Services Manager, I lead teams by providing clear direction, accountability, and support, while maintaining high standards for performance, service quality, and compliance. I am highly experienced in hiring, onboarding, training, and developing employees to meet both operational needs and organizational expectations.
- I am known for my ability to handle responsibility independently, make sound decisions, and resolve issues efficiently. Whether managing workflows, addressing employee or customer concerns, or coordinating vendor and facility needs, I consistently contribute to a positive, well-organized workplace. My background has strengthened my communication, problem-solving, and organizational skills, all of which are essential to effective management and administrative leadership.
- I am highly adaptable, motivated, and committed to contributing to a team-focused environment. I take pride in supporting leadership objectives while maintaining a professional, approachable management style that encourages productivity and collaboration. I am confident that my experience and work ethic would make me a valuable addition to your organization.
- Thank you for your time and consideration. I welcome the opportunity to further discuss how my skills and experience align with your management and administrative needs.
- Sincerely
- Katie Carthens
- 240-204-0648
- Katiecarthens@gmail.com
Timeline
Area Manager
LA Fitness
12.2017 - Current
Operations Supervisor / Customer Service Manager
LA Fitness
12.2011 - 12.2017
Operations Manager
Bally Total Fitness
01.2006 - 12.2011
High School Diploma - undefined
Bladensburg High School