Ki’ay Graham

Owned end-to-end site operations for a high-volume location, delivering consistent uptime, safety compliance, and customer experience excellence

Drove a 25% customer-to-member conversion rate while sustaining operational efficiency

Generated approximately 36.9% membership growth over three years, scaling the member base from 3,300 to 4,518 and increasing recurring revenue

Produced an additional $12,000+ in annualized recurring revenue through disciplined sales execution, team coaching, and process optimization

Directed daily operational readiness across tunnel, equipment room, and front-of-house systems to minimize downtime

Led preventative maintenance strategy across MCC, reclaim, RO, compressors, and chemical systems, reducing reactive maintenance events

Utilized MaintainX to track asset performance, prioritize repairs, and protect throughput during peak demand

Managed cash controls, deposits, safes, and POS integrity with zero loss incidents

Built and led high-performance teams through structured morning huddles, KPI communication, and accountability standards

Ensured brand-standard site presentation to maximize first impressions and repeat visits

Enforced LOTO, safety protocols, and compliance standards to protect team members and assets

Gather details of customer complaints and in return upsell, negotiate, and further assist client longevity with the company.

Performed customer negotiations to reach fair conclusion for both business and customer.

Directed customer complaints to their designated departments for investigation.

Assisted customers with inquiries and billing while maintaining a high level of customer satisfaction.

Ensured compliance with regulatory requirements and industry standards.

Adhered to all company policies and procedures regarding safety regulations, security measures, attendance policies.

Met frequently with store managers to discuss product needs, accomplish sales goals and facilitate sales growth.

Diagnosed issues with cell phone performance, technical operations and specific applications.

Received and deposited funds to the safe and completed forms of documentation.

Organized stockroom safe and bins according to store layout and product categories.