Michelle Cortes

• Driving the profit performance of the city.

• Growing Revenue & Occupancy.
• Retaining Customers
• Supporting New Sales
• Growing service revenue.
• Opening New Centers

• Recruitment and Onboarding:

• Recruitment of new Community Associates and talent cultivation.
• Responsible for onboarding new Community Associates.

• Center Standards:

• Conduct regular center visits for compliance checks, operational improvements, and perform audits as requested.
• Ensure the community team understands the activity plan and is executing in accordance with the agreed actions and timeline.

• Customer Service & NPS:

• The first point of escalation for customer complaints across the city.
• Works with the Community Team to ensure NPS scores reflect the expected standards, addressing opportunities proactively as they arise.

• Client Assistance/Support:

• Serve as an extension of clients' operations by managing essential office tasks.
• Assist with ensuring that the clients understand their online account as part of their setup and move-in.
• Provide hands-on support, such as troubleshooting basic technical issues, or offer administrative support, such as submitting payments and adding additional services.
• Be a resource for clients by providing information, recommendations, and assistance.
• Maintain a thorough understanding of key services, products, and amenities to address client needs efficiently.
• Customer service involves surprising and delighting clients with proactive support.
• Go beyond expectations to ensure client satisfaction.

• Tours, upselling, and cross-selling:

• Deliver exceptional tours that highlight the value and features of the centers.
• Tailor tours to align with customer needs, showcasing how the center can meet their goals.
• Identify opportunities to promote and sell additional IWG products and services.
• Contribute to the center's revenue growth by maximizing client utilization of offerings.

• Manage Service, Sales, Kids´ Club, Facility, and Instructors
• Create Monthly schedules
• Train and Develop team members
• Onboard new hires
• Partnering with Facilities team to ensure all equipment in the club is running properly
• Maintain Retail organized, clean, and update with current sales
• Partner with Retail Department when required
• Mange damaged, expired, out of stock inventory
• Clear inventory invoices
• Place orders for low/out of stock products
• Retail Store and Back Stock organized to FIFO
• Order office, kids´ club, and janitorial supplies with monthly budget
• Assist Sales Team with membership and training sales
• Tour Guest, show membership options and personal training
• Answered all questions about agreement to guest
• Partner with Human Resource, Loss Prevention, and District Managers
• Create proper disciplinary report
• Complete all reports within loss prevention policy daily
• Communicate with District Manager daily via email about all finical
• Email the District weekly compliance report

• Greeted members and guest ensuring we provided the best customer services to everyone
• Daily Bank Deposit, verified inventory invoices, and placed order for supplies
• Created weekly schedules for front desk team members
• Reviewed Finical reports every morning from prior day
• Provided tours for our guests and informed guest of our membership options
• Managed the cleaning crew daily to maintain a clean facility

• Greeted customers and assisted them while shopping
• Properly handled money in the register to Loss Prevention standards
• Restocked, organized, and created displays in the store
• Organized back stock room to company standards
• Properly answered phone and assisted customers over the phone with product questions