Maria Chuya
Roswell
Summary
Customer service and operations professional with 5+ years of experience in high-end fitness and hospitality environments. Proven track record of managing teams, resolving complex member issues, and delivering seamless customer experiences across phone, email, chat, and social platforms. Promoted multiple times within the same organization for strong performance, leadership, and adaptability.
Overview
9
9
years of professional experience
Work History
Concierge Representative
Equinox
New York, NY
04.2021 - Current
- Manage high-volume inbound communications across multiple platforms supporting members globally.
- Meet and exceed response time KPIs in a fast-paced environment.
- Resolve complex member concerns including billing, scheduling, and service recovery.
- Collaborate cross-functionally to troubleshoot IT issues and coordinate services.
- Deliver solutions-oriented support with high customer satisfaction.
Front Desk Manager
Equinox
New York, NY
03.2019 - 04.2021
- Led and trained a team of 15+ associates ensuring premium customer service.
- Managed payroll, scheduling, inventory, and cash handling.
- Handled escalated member concerns improving retention and satisfaction.
- Supported billing inquiries, cancellations, and account management.
- Fostered a positive and inclusive team culture.
Front Desk Manager on Duty / Front Desk Associate
Equinox
New York, NY
08.2017 - 03.2021
- Promoted through multiple roles within 2 years.
- Delivered high-quality front desk service and managed check-ins.
- Handled account inquiries and membership services.
- Supported daily operations and coordination across departments.
Education
Bachelor's Degree - English & Law
John Jay College of Criminal Justice
New York, NY08-2022
Skills
- Customer Experience
- Conflict Resolution
- Multi-Channel Communication
- Team Leadership
- Operations Management
- CRM Systems
- Microsoft Excel
- Microsoft Word
Languages
Fluent in English
Fluent in Spanish
Timeline
Concierge Representative
Equinox
04.2021 - Current
Front Desk Manager
Equinox
03.2019 - 04.2021
Front Desk Manager on Duty / Front Desk Associate
Equinox
08.2017 - 03.2021
Bachelor's Degree - English & Law
John Jay College of Criminal Justice