Staja Elms
Black Duck Partners - Planet Fitness
MILWAUKEE,WI
5
years of professional experience
Adaptable manager with experience across operations, customer service, and administrative support. Recognized for strong problem-solving, staff coaching, and attention to detail. Committed to maintaining high standards, supporting teams, and strengthening member satisfaction.
Work History
Executive Manager
1 Year 2 Months- Coordinated and executed daily club operations to support consistent member service and facility standards through friendliness, cleanliness, and procedures.
- Ensured all customer interactions were met with positive and timely communication plus results.
- Conducted tours to welcome prospective, new and current members to the facility.
- Interviewed, hired, onboarded, and trained new team members on service procedures, operational expectations, and club policies.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Managed club finances through budgeting, controllable expense monitoring, inventory tracking, and ordering activities to support in-club financial operations.
- Communicated clearly, effectively, and timely to Director of Operations with questions, suggestions, and/or concerns.
Operations Manager
5 Months- Directed daily club operations, ensuring consistent member experience and service standards for 130+ locations.
- Trained staff on operational procedures, customer interactions, and brand expectations.
- Performed Quality Service Checks and First Impression Walk-throughs on regionalized locations.
- Conducted, analyzed and reported on key performance metrics to senior management.
- Pioneered establishing the Member Experience Hub to handle over 50+ problematic customer and client experiences to assist lower-level employees and maintain excellent customer service.
General Manager
1 Year 7 Months- Directed and performed daily club operations, ensuring phenomenal service through friendliness, cleanliness, and procedures.
- Managed interviewing, hiring, onboarding, and scheduling to maintain full staffing coverage.
- Mentored and developed high potential employees for leadership roles through individualized career development, plans, and opportunities for growth
- Conducted tours, assisted in membership sign-ups and maintenance of members accounts.
- Coordinated equipment upkeep, vendor communication, and facility maintenance requests.
- Resolved member concerns promptly, preserving satisfaction and brand standards.
- Financially assisted in-club operations through budgeting, controllable expense tracking and inventory keeping.
- Worked with Regional Manager to problem-solve any questions or concerns mentioned.
Assistant Manager
1 Year 4 Months- Coordinated daily club operations to maintain smooth member service and consistent facility standards.
- Trained front desk staff on membership procedures, customer service, and point-of-sale system usage.
- Monitored opening and closing procedures to ensure security, cleanliness, and operational readiness.
- Resolved member concerns promptly, supporting retention and positive guest experience.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Member Service Representative
9 Months- Processed membership sign-ups, upgrades, and cancellations with accuracy and attention to detail.
- Resolved billing questions, account issues, and service concerns using professional de-escalation techniques.
- Greeted members and guests, delivering consistent front desk service and enforcing club policies.
- Answered multi-line phones, scheduled tours, and provided clear information on membership options.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Maintained clean and orderly workout and relaxation areas by consistently monitoring the facility every 20 minutes.
Administrative Assistant
4 Months- Managed executive calendars, prioritized appointments, and resolved scheduling conflicts with minimal disruption.
- Coordinated daily office operations, ensuring scheduling, correspondence, and documentation stayed organized and accurate.
- Oversaw behavior analysis planning and charting of medication administration.
- Maintained confidential records, updated files, and supported compliance with document control procedures.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office and residential supplies and placed orders.
Administrative Assistant
4 Months- Managed executive calendars, prioritized appointments, and resolved scheduling conflicts with minimal disruption.
- Coordinated daily office operations, ensuring scheduling, correspondence, and documentation stayed organized and accurate.
- Drafted professional communications, reports, and meeting materials using clear, consistent formatting.
- Maintained confidential records, updated files, and supported compliance with document control procedures.
Education
Bachelor of Science - Biomedical Sciences
Skills
Financial management
HR management
Workflow management
Staff training
Customer service
Problem-solving abilities
Microsoft Office proficiency
Multitasking
Attention to detail
Timeline
Executive Manager
Black Duck Partners - Planet Fitness
05.2025 - 07.2026Read More
Operations Manager
Black Duck Partners - Planet Fitness
12.2024 - 05.2025Read More
General Manager
Black Duck Partners - Planet Fitness
05.2023 - 12.2024Read More
Assistant Manager
Black Duck Partners - Planet Fitness
01.2023 - 05.2024Read More
Member Service Representative
Black Duck Partners - Planet Fitness
04.2022 - 01.2023Read More
Administrative Assistant
Mount Castle Corporation
05.2021 - 09.2021Read More
Administrative Assistant
Disabilities Unlimited
05.2021 - 09.2021Read More
University of Wisconsin, Oshkosh
Bachelor of Science from Biomedical Sciences
Read More