Khom Long
PITTSBURGH,PA
Summary
General Manager with extensive experience in customer service and financial analysis at Kickhouse. Proven ability to manage budgets, resolve conflicts, and enhance client satisfaction while identifying cost-saving opportunities. Skilled in team training and development, driving operational efficiency and fostering strong partnerships. Fitness Manager with a focus on increasing business revenues through client engagement and effective communication of personal training and group class benefits.
Overview
19
19
years of professional experience
Work History
General Manager
Kickhouse
Pittsburgh, PA
04.2012 - 12.2025
- Delivered exceptional customer service, enhancing client satisfaction and loyalty.
- Ensured compliance with local health codes and regulations to maintain facility standards.
- Analyzed monthly budget reports to identify cost-saving and revenue growth opportunities.
- Maintained accurate records of membership sales, billing, and receivables for financial transparency.
- Implemented policies regarding employee conduct and safety protocols to foster a secure environment.
- Developed partnerships with local businesses to cross-promote services and products effectively.
- Resolved customer complaints promptly, ensuring a positive experience for all patrons.
- Managed daily operations of fitness center, consistently meeting safety standards.
- Conducted needs assessments and surveys to determine interest in wellness and fitness programs, events and services.
- Provided individual support and counseling on general wellness and nutrition.
- Explained and demonstrated fitness and conditioning techniques and movements.
- Organized and scheduled fitness classes, events, and activities.
- Answered questions regarding fitness equipment to gym patrons and offered information on wellness strategies.
- Coordinated promotional campaigns for membership packages and other services offered by the facility.
- Arranged educational seminars focused on health and fitness topics relevant to members' interests.
- Managed the daily operations of the fitness center, ensuring safety standards were met.
- Provided excellent customer service to ensure client satisfaction.
- Ensured compliance with local health codes and regulations.
- Analyzed budget reports on a monthly basis to identify areas for cost savings or revenue growth opportunities.
- Maintained accurate records of membership sales, billing and receivables.
- Implemented policies and procedures related to employee conduct and safety protocols.
Warranty Administrator
Subaru
Pittsburgh, PA
09.2009 - 06.2012
- Managed the return of defective products from customers, ensuring timely replacement or repair.
- Provided technical support to customers regarding product warranties and returns.
- Monitored warranty costs, identifying areas for cost savings opportunities.
- Utilized problem solving skills to resolve customer disputes quickly and efficiently.
- Resolved discrepancies in warranty coverage for customers.
- Assisted in creating standard operating procedures for processing warranty requests.
- Analyzed customer feedback to identify potential issues with product quality.
- Compiled data from various sources into meaningful reports that could be used by management for decision making purposes.
- Participated in training sessions offered by vendors or manufacturers related to specific products or services covered by the company's warranty program.
- Updated company databases with new information about warranties and returns.
- Created detailed records of all customer interactions related to warranties and returns.
- Ensured compliance with applicable laws governing consumer protection rights when dealing with warranty claims.
- Maintained up-to-date knowledge of current industry regulations related to warranties.
- Generated reports on warranty performance metrics including turnaround times and resolution rates.
- Investigated customer complaints regarding product defects and non-compliance with warranties.
- Communicated effectively both verbally and in writing with customers regarding their inquiries relating to their warranties.
- Reviewed and processed warranty claims to ensure accuracy of all information.
- Managed logistics of incoming and outgoing components shipments.
- Kept thorough records of service actions and customer information.
- Reconciled deliverables, monitored schedules of open claims and collaborated with accounting staff to pursue payments.
- Resubmitted rejected warranty claims and received authorization for write-offs.
- Organized claims paperwork and booked appointments with customers.
- Reconciled warranty receivables with payments using appropriate accounting schedules.
- Processed warranty paperwork for accurate documentation, reporting and filing.
Mangaer
Wendys Restaurant
Pittsburgh, PA
06.2007 - 06.2012
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Created monthly reports for senior management summarizing operational performance metrics.
- Ensured compliance with industry regulations and company policies.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Ensured compliance with regulatory requirements and industry standards.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Led a team of XX employees, ensuring high productivity and excellent customer service.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Managed risk by developing and implementing effective risk management strategies.
- Managed annual budgeting and forecasting, optimizing resource allocation.
- Monitored staff performance and addressed issues.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Recruited and hired qualified candidates to fill open positions.
Education
Graduate Certificate - Salon
Empire Beauty School
Yorktown, VA02-2004
High School Diploma -
Norwin
05-1993
Skills
- Customer service and support
- Regulatory compliance
- Financial analysis
- Budget management
- Employee training and development
- Team building
- Operational efficiency
- Sales strategy and planning
- Partnership development
- Problem solving and resolution
- Conflict resolution
- Data analysis and review
- Risk management
- Sales expertise
- Administrative skills
- Branding and marketing
- Profit and loss management
- Relationship building
- Motivation techniques
- Goal setting strategies
- Business development initiatives
- Program administration
- Bilingual communication skills
- Organizational development strategies
- Negotiation skills and contract negotiations
- Budgeting and cost control strategies
- Cross-functional team management
- Project planning and oversight
- Staff supervision and recruitment
- Time management techniques
- Leadership skills and coaching
Timeline
General Manager
Kickhouse
04.2012 - 12.2025
Warranty Administrator
Subaru
09.2009 - 06.2012
Mangaer
Wendys Restaurant
06.2007 - 06.2012
Graduate Certificate - Salon
Empire Beauty School
High School Diploma -
Norwin
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