Sakeria Hollis
Calera,AL
Summary
Experienced manager with broad experience in both team leadership and project delivery. Possess strong strategic planning abilities, coupled with the capability to coordinate operational initiatives for maximum efficiency. Proven track record of driving process improvements, enhancing productivity, and implementing innovative solutions. Skilled in building strong relationships across all levels of an organization to achieve business goals.
Overview
4
4
years of professional experience
Work History
Manager
Planet Fitness
Birmingham, Alabama
07.2023 - 02.2025
- Supervised daily operations, ensuring compliance with company policies and standards.
- Managed staff schedules to enhance workforce efficiency and member satisfaction.
- Conducted training sessions for new employees on operational procedures and customer service.
- Implemented health and safety protocols, maintaining a clean workout environment.
- Resolved member inquiries and complaints, improving overall gym experience.
- Coordinated promotional events to engage members and attract new clientele.
- Monitored budgets and expenditures, ensuring cost-effectiveness without compromising quality standards.
- Developed strategies to increase customer satisfaction and loyalty.
Assistant Manager
Planet Fitness
Birmingham, Alabama
06.2022 - 07.2023
- Coordinated staff schedules to ensure adequate coverage and operational efficiency.
- Oversaw club audits to uphold cleanliness, organization, and facility standards.
- Assisted in managing daily operations and member services at the fitness facility.
- Ensured team adherence to punctuality, dress code, friendliness, and cleanliness protocols.
- Facilitated recruitment and interviewing of member services representatives and fitness trainers.
Member Services Representative
Planet Fitness
Birmingham, Alabama
05.2021 - 06.2022
- Assisted members with inquiries and provided exceptional customer service.
- Processed membership applications and maintained accurate member records.
- Conducted facility tours, showcasing equipment and amenities to potential members.
- Resolved member concerns promptly, ensuring a positive gym experience.
- Educated members on fitness programs and club services available to them.
- Handled billing inquiries and processed payments efficiently and accurately.
- Supported promotional events, enhancing member engagement and community involvement.
- Generated reports on membership activity for senior management review.
- Performed daily audits of teller drawers to ensure compliance with security regulations.
- Answered inbound calls from wide range of members, welcoming callers.
- Utilized wide range of technical systems and company equipment to optimize operations and workflow.
- Processed cash withdrawals and deposits including checks for accuracy before posting them into the system.
- Responded promptly to emails from members requesting assistance with banking products or services.
- Researched discrepancies on member accounts and resolved issues promptly and accurately.
- Developed relationships with members to increase loyalty and satisfaction through personal contact, follow-up calls, and outreach activities.
- Provided technical support related to online banking systems as needed.
- Handled incoming phone calls from members regarding account balances or transactions.
- Assisted members with account opening processes, loan applications, and other banking services.
- Recognized opportunities for process improvements that would lead to increased efficiency in operations.
- Conducted periodic reviews of existing accounts for potential upgrades or changes.
- Trained new employees on bank policies and procedures related to member services roles.
- Provided exceptional customer service to members and guests by answering inquiries, resolving complaints, and providing information in a timely manner.
- Maintained accurate records of all transactions according to established procedures.
- Explained various types of accounts available to customers in order to meet their individual needs.
- Updated databases with new and modified customer data.
- Supported sales team members to drive growth and development.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Assisted customers with price checks, lifting heavy items, and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Education
Bachelor of Science - Business Administration
Liberty University
Lynchburg, VA05-2024
Skills
- Staff management
- Operational compliance
- Customer service
- Training facilitation
- Promotional coordination
- Team building
- Effective communication
- Conflict resolution
- Time management
- Adaptability
- Key performance indicators
- Competitor research
- Policy implementation
- Risk management
- Staff training and development
- Project management
- Verbal and written communication
- Product management
- Performance evaluations
- Schedule preparation
- Policy and procedure development
- Innovation management
- Salesforce management
- Work prioritization
- Disciplinary techniques
- Data analysis
- Staff development
- Task delegation
- Relationship building
- Performance management
- Strategic planning
- Financial management
- Decision-making
- Budget control
- Clear communication
- Emergency response
- Operations management
- Team leadership
- Business development
- Recruiting and interviewing
- Goal setting
- Documentation and reporting
- Complex Problem-solving
References
References available upon request.
Timeline
Manager
Planet Fitness
07.2023 - 02.2025
Assistant Manager
Planet Fitness
06.2022 - 07.2023
Member Services Representative
Planet Fitness
05.2021 - 06.2022
Bachelor of Science - Business Administration
Liberty University