MARC HAYNES
Davenport,IA
Summary
Highly motivated Operations Director with extensive customer service and sales experience. Outgoing sales professional with a track record of implementing processes, improving procedures, and driving sales. Specializes in client experiences and relationships. Organized, independent, and rational thinker. Ability to manage and lead with a strong decision-making ability.
Overview
15
15
years of professional experience
Work History
Executive Team Leader - Guest Experience
Target
Davenport, IA
02.2023 - Current
- Coached and developed associates to improve soft skills and recovery techniques.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Motivated and rewarded employees to improve engagement.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Monitored guest feedback, using to improve service and departmental operations.
- Responded to guest inquiries to maximize guest satisfaction.
- Handled customer complaints to satisfy and retain guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained consistent positive customer feedback.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
Operations Director
TBK Bank Sports Complex
Bettendorf, IA
03.2018 - 02.2023
- Mentored and supervised diverse workforce, managing scheduling, supervision and performance management.
- Mentored employees and offered constructive feedback for performance improvement.
- Recruited and hired top talent by selecting qualified individuals to maximize profitability.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Collaborated with executives to develop and execute strategic business plans.
- Maintained excellent customer relationships through consistent delivery on commitments.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Negotiated contracts, pricing structures and delivery schedules.
- Strengthened product branding initiatives by coordinating marketing strategies to optimize outreach.
- Boosted customer satisfaction ratings by resolving issues quickly and effectively.
- Established quality customer relationships through consistent delivery on commitments.
- Collaborated within sales team to brainstorm business development strategies and identify customer product needs and preferences.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
Club Manager • Member Experience Manager
Anytime Fitness
Bettendorf, IA
04.2017 - 03.2018
- Established relationships with new and existing members within the facility
- New member acquisition through direct sales
- Train, develop, and manage all new employees
- Facility upkeep-report all equipment issues or building issues to Franchise owner
- Community outreach-grassroots marketing
- Develop the club’s programming (small group training, personal training)
- Recruited, hired, and trained to develop high-performing staff.
- Developed promotional campaigns to attract new customers and increase brand awareness.
- Raised club traffic and brand reach with innovative online promotions.
- Created and maintained detailed reports of daily, weekly and monthly operations.
- Cultivated strong relationships with customers to build loyalty and repeat business.
- Implemented policies and procedures to improve club operations and standards.
General Manager • District Team Leader
Hibbett Sports
01.2009 - 03.2017
- Oversee 6 Head Coaches (GM’s) in district-help develop, train their staff as well as improve the Head Coaches performance.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Implemented training programs to maximise team member development and potential.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
NASM Certified Personal Trainer -
National Academy of Sports Medicine
Peoria, ILAssociates In Arts - General Studies
Carl Sandburg College
Galesburg, ILHigh School Diploma -
Galesburg High School
Galesburg, ILSkills
- COMMUNICATION
- Marketing
- Project Management
- Budget Planning
- Social Media
- Client Support
- Daily Reports
- Processing Credit Card Payments
- Employee Relations
- Retention Strategies
- Brand Loyalty
- Guest Relations Management
- Customer Care
Timeline
Executive Team Leader - Guest Experience
Target
02.2023 - Current
Operations Director
TBK Bank Sports Complex
03.2018 - 02.2023
Club Manager • Member Experience Manager
Anytime Fitness
04.2017 - 03.2018
General Manager • District Team Leader
Hibbett Sports
01.2009 - 03.2017
NASM Certified Personal Trainer -
National Academy of Sports Medicine
Associates In Arts - General Studies
Carl Sandburg College
High School Diploma -
Galesburg High School