Kirsten Merlino
Dallas
Summary
Driven worker with 15+ years of experience in customer service. Strong interpersonal skills with an associates degree in psychology and cross-cultural studies. Proven ability to successfully assess and manage stressful/demanding environments.
Results-driven managerial professional with track record of optimizing operational efficiency and leading teams to success. Recognized for fostering collaborative environment and delivering consistent results. Adept at navigating dynamic business challenges through strong problem-solving and communication skills.
Experienced with operational management and team leadership. Utilizes strong organizational skills to enhance productivity and customer satisfaction. Track record of implementing effective strategies for staff development and operational improvement.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant General Manager
EoS Fitness
01.2025 - Current
- Go over guests fitness goals
- Take guests on comprehensive tours of the facility with specific member goals in mind
- Effectively communicate membership options
- Efficiently sign up members
- Present Personal training options
- Make at least 100 outreach calls a day
- Effectively manage a team and ensure all tasks are being completed
- Train new onboarding team members
- Complete weekend productivity spreadsheets
- Attend daily production meetings and make all necessary changes to meet and exceed monthly goals
Server/Attendant
Fanduel Sportsbook Mohegan Sun
01.2022 - 12.2024
- Greeting guests and presenting food/drink menus
- Taking drink and food orders
- Providing excellent personalized customer service to each guest
- Staying attentive to the needs of guests
- Delivering food and drinks to guests
- Deliver checks and collect payments
- Ensuring serving area is fully stocked and clean
- Bussing tables and keeping dining area clean and presentable for guests
Manager
Planet Fitness
03.2023 - 05.2024
- Greet members upon arrival
- Check guests in to club and manage any possible issues or concerns with doing so
- Sign up members and effectively communicate membership offers
- Cancel memberships
- Understand and effectively communicate any billing questions or concerns
- Manage spa amenities including hydro beds, massage chairs, and tanning beds
- Maintain a clean and organized club
- Assign employee cleaning tasks
- Create employee schedule
- Hiring and firing responsibilities
- Accurately report inventory and place orders accordingly
- Create work orders for broken or damaged equipment
- Consistently give club tours to new and prospective members
- Successfully deescalate and manage any issues arising concerning member behavior and/or safety
- Successfully train onboarding employees
Server
StoneRidge
04.2018 - 12.2022
- Greet and seat residents
- Accurately record food and drink orders
- Call food to be made for lunch shift
- Run food to the proper table
- Dessert tables
- Bus and reset tables
- Polish all silverware and wine glasses
- Follow fine dining regulations
- Deliver to go meals to residents
- Trained new servers on menu items, service standards, and operational procedures.
- Managed dining area to ensure cleanliness and organization, enhancing guest experience.
- Provided exceptional customer service by promptly addressing guest needs and inquiries.
Barista
Starbucks
04.2013 - 08.2018
- Greet customers and take drink/food orders
- Efficiently execute food/drink orders
- Communicate any promotions/sales to customers
- Stock/restock store
- Maintain a clean work environment/lobby
- Effectively operate POS system
Education
Bachelor of Science -
Eastern Connecticut University
CT01.2022
AA - Psychology, Cross-Cultural Studies
American River College
CA01.2016
Skills
- Membership sales
- Team management
- Customer service
- Staff training
- Billing inquiries
- Inventory management
- Onboarding processes
- Scheduling employees
- Member engagement
- Conflict resolution
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
AA in Psychology
AA in Cross-Cultural Studies
Languages
English
Native or Bilingual
Italian
Limited Working
Timeline
Assistant General Manager
EoS Fitness
01.2025 - Current
Manager
Planet Fitness
03.2023 - 05.2024
Server/Attendant
Fanduel Sportsbook Mohegan Sun
01.2022 - 12.2024
Server
StoneRidge
04.2018 - 12.2022
Barista
Starbucks
04.2013 - 08.2018
AA - Psychology, Cross-Cultural Studies
American River College
Bachelor of Science -
Eastern Connecticut University