MELISSA ABANTO

• Oversaw multiple health clubs, ensuring operational excellence and customer satisfaction
• Managed customer service line, resolving issues and improving customer experience
• Handled BBB issues and general attorney complaints, providing effective solutions
• Recruited, trained, and developed multiple managers, driving team growth and performance
• Implemented strategies to increase sales revenue, resulting in 100% grow

Key Skills

• Operations Management
• Team Leadership and Development
• Customer Service and Relations
• Sales Revenue Growth
• Conflict Resolution and Complaint
  Management

• Recruited, dismissed, trained, and supervised club employees.
• Supervised schedules of 30 clubs for 3 departments
• Monitor customer service calls daily
• Recruited, pre-screened, and interviewed candidates for various openings.
• Resolved challenges related to employee attendance and punctuality.
• Maintain day to day operations of clubs
• Oversaw clubs' performance
• Resolve escalated customer service issues
• Enhanced financial performance of the club.

• Consistently exceeded client resolution ratios for number of incoming calls versus successfully resolved issues.
• Worked closely with the Regional and District Vice-Presidents for escalated member issues, focusing on long-term process improvements and change management.
• Administrative expert oversight of the overall customer service, including managing and resolving all member issues, concerns and complaints nationwide.
• Presided over new membership onboarding and record management.
• Established and managed the personnel and training offices for employees, including payroll for all staff.
• Successfully conducted weekly audits of facility equipment issues, as well as proper documentation and scheduling of maintenance.
• Directed onboarding and training for promotion of future Assistant Operations Managing to Operations Managers, with ultimate ownership of their own club

• Audited legal contracts, processed all monetary activities, controlled payroll, and assisted in management of supply/labor cost budgets.
• Conducted screening interviews, hired personnel, and completed new hire paperwork for all new employees.
• Managed front desk, kids club, and retail employees.
• Supervised all employees and assisted in all departments required.
• Managed the retail store and juice bar, including inventory control and loss prevention.
• Successfully met or exceeded monthly retail store targets.
• Managed the day to day club operations of the facility, including the sales team productivity and profit margin.
• Supervised club cleanliness and maintenance, creating a healthy, safe, and productive environment for employees and members.
• Controlled payroll for fifty employees and managed supply/labor cost budgets.
• Administered outside sales corporate events to generate additional revenue for the company