Rayshawn Mcmillon

* In my role as the club manager at Fitness 19*

• Successfully grew the club from a members dues base of $20,000 (March 2021) to $146,000 (January 2024)
• Successfully grew the Recurring PT department from $0(March 2021) recurring monthly to $50,000(January 2024) recurring monthly - $10,000 recurring average was sold by me
• I managed the most checked into Fitness 19 in the company (1600+ check-ins daily)
• Successfully serviced all member complaints and problems with a member base of 10,800+
• Ordered retail and managed a retail department that brought in a monthly average of $11,000+

Description

• Communicating and upholding company standards and leading by example;
• manage a clean, friendly and well maintained club. Ensure that all employees create a culture of service;
• Act as the key point of accountability for club experience for both members and
  employees;
• Responsible for the successful attainment of club goals (e.g. member service goals and expectations, cleanliness, revenue, and sales goals);
• Leading the execution of club programs and policies and implementing and executing a budget with specified revenue, expense, profit amounts;
• Executing and maintaining daily, weekly and monthly employee schedules;

Planning

• Participate and provide club specific input into the development/improvement of the
  club;
• Help set monthly club membership, fitness, service and employee goals.
• Take all bank to deposits to the local bank.
• Maintain a fully engaged and high performing team that aligns with company values and goals.
• Recruit, interview & hire new employees;
• Provide consistent accountability for employees through training, coaching, and performance reviews. Recognize good performance and discipline when necessary;
• Work with the District Manager to provide final approval on the hiring/dismissal/discipline of all club employees;
• Conduct club meetings as needed to review performance and offer direction, motivation and guidance toward achieving employee and company goals;
• Handle all employee pay issues within company guidelines using appropriate resources;
• Manage team member relations and when necessary resolve conflicts among team members within the club.

Management

• Establish a member centric environment;
• Be a role model for member service behavior;
• Resolve elevated club member concerns in order to maintain club member satisfaction;
• Monitor club appearance and cleanliness and ensure problems are resolved expeditiously;
• Provide performance and progress reports to the District Manager on club goals and
  budgets;
• Perform regular review, edits and overtime approval in the club’s time & labor system;
• Ensure club values, goals, and promotions are efficiently executed;
• Provide for the safety of employees, members and club property;

Sales and Service

• Provide leadership support in the areas of membership, fitness and service.
• Provide ongoing training of all sales staff and personal trainers to optimize sales
  revenues.
• Accurately record and follow up with missed sales opportunities.

• Boosted membership sales by developing and implementing targeted marketing strategies.
• Enhanced customer satisfaction with personalized service, understanding individual needs, and offering appropriate membership plans.
• Initiated engaging presentations for prospective members to demonstrate the value of joining the organization.
• Collaborated with team members to achieve monthly sales targets and consistently exceeded expectations.
• Improved member retention rates by proactively connecting with members and providing timely solutions to concerns or requests.
• Managed client database efficiently, ensuring accurate tracking of contact information, preferences, interactions, and memberships sold.
• Provided exceptional customer service during all stages of the sales process – from initial inquiry through post-sale follow-up – resulting in high levels of member satisfaction and loyalty.
• Successfully transitioned existing customers onto more suitable memberships plans when necessary.
• Assisted in maintaining a clean, organized work environment conducive to productivity.
• Collaborated closely with the membership team to share feedback, observations, and ideas for continuous improvement of sales strategies and processes.
• Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
• Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
• Consistently exceeded new sales growth quotas
• Used CRM software to record customer interactions and track general sales activities for review and follow-up.

• Enhanced customer satisfaction through effective conflict resolution and prompt service.
• Trained new employees on company policies, procedures, and best practices for optimal performance.
• Streamlined inventory management processes to reduce waste and increase profitability.
• Collaborated with management to develop strategies for improving overall store operations.
• Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
• Evaluated employee performance regularly, providing constructive feedback for growth opportunities within the team structure.
• Managed staff schedules effectively, resulting in reduced overtime costs without sacrificing customer experience or employee satisfaction.
• Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
• Established positive rapport with customers and staff members alike through strong communication skills.
• Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
• Completed store opening and closing procedures and balanced tills.
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Trained new employees and delegated daily tasks and responsibilities.
• Responded to and resolved customer questions and concerns.
• Enforced company policies and regulations with employees.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Completed cash and credit card transactions accurately using POS software.
• Resolved conflicts between employees to maintain positive and productive work environments.

• Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
• Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
• Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
• Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
• Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
• Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Rotated merchandise and displays to feature new products and promotions.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Reported issues to higher management with great detail.
• Supervised creation of exciting merchandise displays to catch attention of store customers.

• Increased sales revenue by developing and implementing effective sales strategies.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Led a successful sales team by providing motivational coaching and performance-based incentives.
• Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
• Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
• Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
• Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
• Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
• Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
• Evaluated competitor offerings to maintain a competitive edge, adapting strategies as necessary for sustained success.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.

• Increased sales revenue by implementing strategic marketing campaigns and fostering strong customer relationships.
• Developed a high-performing sales team through consistent coaching, training, and motivation techniques.
• Expanded market share with proactive prospecting and lead generation efforts to identify new business opportunities.
• Created comprehensive monthly reports showcasing departmental achievements, challenges faced, and opportunities for growth.
• Applied established sales techniques and persuasive communication skills to meet personal sales objectives.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
• Championed continuous improvement initiatives that enhanced operational performance across all departments.
• Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance/results.
• Trained new employees on proper protocols and customer service standards.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.

• Streamlined inventory management processes by implementing advanced tracking systems and conducting regular audits.
• Reduced stock discrepancies by diligently monitoring inventory levels and collaborating with warehouse staff to address discrepancies.
• Assisted in reducing excess inventory through accurate forecasting, demand planning, and close collaboration with the sales team.

• Improved inspection efficiency by implementing advanced data analysis tools and techniques.
• Enhanced company safety standards by conducting thorough inspections of equipment and facilities.
• Streamlined inspection processes for faster turnaround times, resulting in increased productivity.
• Ensured compliance with industry regulations through meticulous attention to detail during inspections.

• Enhanced order accuracy by diligently verifying product codes and quantities before packaging.
• Reduced delivery delays by promptly assembling customer orders in a timely manner.
• Ensured proper inventory management through consistent communication with supervisors and warehouse team members.

• Enhanced packing efficiency by implementing proper techniques and ensuring correct product placement.
• Reduced errors in shipments by carefully inspecting packages for quality and accuracy.
• Maintained a clean and organized work environment, promoting safety and productivity.
• Assisted in inventory management, conducting regular counts and reporting discrepancies.

• Enhanced inventory accuracy by diligently organizing and maintaining stockroom shelves.
• Expedited product replenishment by efficiently unloading delivery trucks and sorting merchandise.
• Minimized loss prevention issues through vigilant monitoring of stockroom access points and reporting suspicious activity.

• Improved laundry efficiency by implementing a systematic sorting and folding process.
• Maintained a clean and organized work environment, ensuring optimal productivity.
• Reduced lost items by implementing an effective labeling system for client belongings.
• Managed inventory of cleaning supplies, proactively ordering replacements when necessary to avoid disruptions in service.

• Enhanced customer satisfaction by providing efficient and accurate cash transactions.
• Streamlined checkout process for increased efficiency and reduced waiting times.
• Handled multiple payment methods securely, minimizing discrepancies and potential losses.