Lauren McQuade
Oakville,ON
Summary
Results-driven professional with a strong background in aquatics management. Known for optimizing operations and improving customer satisfaction through effective communication and conflict resolution techniques.
Overview
8
8
years of professional experience
Work History
Aquatics Manager
Goldfish Swim School
09.2024 - 02.2026
- Managed daily operations of swim programs, ensuring adherence to safety protocols and quality standards.
- Developed staff training programs to enhance team performance and customer service skills.
- Implemented scheduling systems for instructors, optimizing resource allocation and class availability.
- Coordinated aquatic events and activities, fostering community engagement and participation growth.
- Assisted in marketing initiatives to promote swim programs, increasing enrollment rates through targeted outreach strategies.
- Evaluated program effectiveness through participant feedback, leading to curriculum adjustments for improved outcomes.
- Facilitated communication between staff and parents, addressing concerns promptly to enhance customer satisfaction levels.
- Increased customer satisfaction with swift conflict resolution and attentive service to address concerns or complaints.
Customer Service Representative
PureBalance Wellness
08.2023 - 08.2024
- Resolved customer inquiries via phone, email, and chat, ensuring timely responses and high satisfaction levels.
- Processed customer orders and returns
- Collaborated with team members to streamline service protocols, improving overall efficiency of operations
- Interactions with patients and medical staff to ensure smooth transitions happen
- Cleanliness of facility was taken care of including laundry, vacuuming, sanitizing, etc
Deck Supervisor
Goldfish Swim School
05.2018 - 08.2023
- Supervised swim instruction and ensured safety protocols were consistently followed.
- Trained and mentored staff in effective teaching methods and customer service techniques.
- Developed and implemented operational procedures to enhance program efficiency.
- Conducted regular assessments of swim programs, ensuring adherence to quality standards.
- Coordinated scheduling and resource allocation for swim classes and events.
- Led training sessions on new safety measures and instructional techniques for staff development.
- Evaluated instructor performance, providing constructive feedback for continuous improvement.
Education
Business General - Business
Mohawk College
Hamilton, ON04-2025
Skills
- Strong communication skills
- Team leadership qualities
- CPR and AED training
- Record keeping and reporting
- Health and safety regulations
- Conflict resolution techniques
- Certified lifeguard
- Staff supervision experience
- Pool management expertise
- Program development expertise
- Organizational and administrative skills
- Membership management strategies
- Guest relations
- Staff training
- Scheduling coordination
- Facilities management
Timeline
Aquatics Manager
Goldfish Swim School
09.2024 - 02.2026
Customer Service Representative
PureBalance Wellness
08.2023 - 08.2024
Deck Supervisor
Goldfish Swim School
05.2018 - 08.2023
Business General - Business
Mohawk College