Natalia Quezada
Thiells
Summary
Results-driven Director of Operations known for exceptional productivity and efficient task completion. Skilled in strategic planning, process optimization, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless operations across all levels of management.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director of Operations
Planet Fitness
Yonkers
12.2022 - Current
- Ensured compliance with health and safety regulations in fitness facilities.
- Led team meetings to communicate goals and foster collaboration.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities
- Train and develop managers : provide coaching and support in person via club visits , and via phone calls.
- Ensure that all clubs in district are staffed by GM’s at all times, temporarily serving as a GM in a vacant club , if necessary .
- Escalate high priority maintenance items to Director of Facilities and VP of operations .
- Handling escalated member and staff issues, communicating with VP and HR as necessary.
General Manager
Planet Fitness
Nanuet
03.2015 - 12.2022
- Effectively recruit, manage, and train staff. Provided support so the Assistant Manager, Front Desk employees, and Fitness Instructors can achieve growth and develop new skills.
- Ensure that all issues communicated through the web and within the club are addressed in an appropriate, respectful and timely manner.
- Promote superior customer experience along with maintaining consistent flow of operations in a fast paced environment.
- Maintained Covid-19 standards of cleanliness including restrooms, workout equipment and other various forms of machinery.
- Providing solutions and alternatives for problems to members in a patient and timely manner.
- Monitor and oversee employee payroll and scheduling along with inventory, ensuring there are adequate supplies.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Customer Service Representative
Planet Fitness
Nanuet
12.2008 - 03.2015
- Provide customer service to clients and resolve all issues in their primary stages resulting in satisfied customers.
- Complete all administrative forms ensuring that members are signed up efficiently and timely.
- Translate all documents to potential clients from English to Spanish.
- Answer a multi-phone telephone line helping clients/potential clients with their questions.
Assistant Manager
Aldo Groupe
West Nyack
04.2007 - 11.2008
- Responsible for receiving/verifying merchandise and ensuring that all appropriate documents were completed accurately resulting in proper expenditures for the company.
- Participated in training sales staff ensuring that corporate/store policies/procedures were followed/enforced, resulting in minimal employee performance issues.
- Worked in conjunction with the Manager ensuring that daily tasks were completed and issues were resolved in their primary stages.
Head of technology department
Circuit city
West Nyack
12.2005 - 02.2007
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked effectively in team environments to make the workplace more productive.
- Responsible for organizing routine staff meetings and reviewed all aspects of the Technology Department
- Managed weekly staff schedules.
- Intermediary between customer and staff, solving complaints/issues in their primary stage resulting in harmony rather than discord.
- Processed returns, service claims and all pertinent paperwork.
Education
Associates Degree - Liberal Arts Math and Science
Rockland Community College
Suffern, NYSkills
- Microsoft Office Suite
- Twin Oaks Software
- Ignite software
- Various computer software
- Problem solving
- Time management
- Effective communication
- Conflict resolution
- Team leadership
- Customer relationship management
- Multitasking Abilities
- Organizational skills
Languages
English
Full Professional
A1
Spanish
Professional
A1
Certification
- CPR & AED certified.
- Personal Trainer certified.
References
References available upon request.
Timeline
Director of Operations
Planet Fitness
12.2022 - Current
General Manager
Planet Fitness
03.2015 - 12.2022
Customer Service Representative
Planet Fitness
12.2008 - 03.2015
Assistant Manager
Aldo Groupe
04.2007 - 11.2008
Head of technology department
Circuit city
12.2005 - 02.2007
Associates Degree - Liberal Arts Math and Science
Rockland Community College