Summary
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Languages
Websites
My Essence
Work Availability
References
Quote
Timeline
Hi, I’m

Susana Davis

Raleigh,NC
Susana Davis

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Work History

Haywood Regional Health & Fitness Center
Waynesville, NC

Group Fitness Coordinator
2016 - Current (9 education.years_Label & 7 education.months_Label)

Job overview

  • Organized and led group fitness classes, including providing instruction on proper techniques for each exercise.
  • Developed and implemented new group fitness classes to meet the needs of members.
  • Assisted with marketing efforts related to group fitness, including developing promotional materials and creating social media campaigns.
  • Trained new instructors in class formats, safety procedures, and equipment use.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Coached, mentored and trained 26 team members in order to improve their job performance on daily basis.

Haywood Regional Health & Fitness Center
Waynesville, NC

Membership Coordinator
2015 - 2016 (1 education.year_Label)

Job overview

  • Created and maintained a customer database for tracking new memberships, renewals and cancellations.
  • Assisted in the development of promotional materials for advertising campaigns.
  • Conducted regular meetings with management to discuss membership sales objectives and progress towards goals.
  • Responded promptly to inquiries from potential customers regarding membership options and services offered.
  • Identified opportunities for increasing member engagement through targeted communications plans.
  • Participated in trade shows and other events as needed to promote memberships.

Harrahs Cherokee Casino and Resort
Cherokee, NC

Casino Host
2001 - 2012 (11 education.years_Label)

Job overview

  • Assisted in organizing special events for high-end customers such as tournaments and VIP parties.
  • Developed relationships with customers by providing personalized service and offering incentives to encourage repeat visits.
  • Coordinated transportation arrangements for guests staying at the hotel or attending an event.
  • Provided a variety of customer service functions including answering questions, resolving complaints, and responding to inquiries.
  • Organized group reservations for large groups of visitors to the casino.
  • Maintained accurate records of all interactions with customers, including contact information and preferences.
  • Worked closely with external vendors such as tour operators, travel agencies, airlines, hotels., to coordinate packages for visiting patrons.
  • Responded promptly to emails from customers inquiring about services or requesting assistance with issues related to their visit or stay at the casino.
  • Assisted with in-house reservations for restaurants, shows and spa services to deliver maximum guest satisfaction.

Education

UNIVERSIDAD LATINA
COSTA RICA

Bachelor of Science from Journalism, Broadcast
12.2000

University Overview

Skills

  • Talent Development
  • Sales Promotion
  • Complaint Resolution
  • Service Delivery Optimization
  • Customer Retention
  • Schedule Coordination
  • Positive and Constructive Feedback
  • Customer-Focused
  • Safety Audits
  • Cultural Awareness
  • Fluent in Spanish

Accomplishments

Accomplishments
  • Received the YONAH Award for Excellent/Superior Customer Service at Harrah's Cherokee Casino-2003
  • Nominated multiple times for excellent customer service at Haywood Fitness Center a Duke Life Point company.

Affiliations

Affiliations
  • Participated in Multicultural Events to help the latino communities.
  • Organized groups of volunteers to visit Senior Centers.
  • Volunteered in the kitchen area at Haywood Regional Medical Center.
  • Volunteered as an interpreter at Haywood Regional Medical Center.

Certification

  • CPR
  • First AID

Languages

Spanish
Native/ Bilingual
English
Full Professional
Italian
Limited

My Essence

My Essence

Excellent customer service is my signature!


With more than 25 years of experience in this area I have a successful track record of solving problems, communication and decision-making skills.


As previous casino host, fitness manager and business owner, I have had experience in recruiting, training and developing employees. I understand what it takes to develop and challenge a team, build strong relationship with clients and maintain a vibrant attitude as a representative for the company.

I believe in teamwork, loyalty, safety, dedication and consistency!


"Great people have great values and ethics" Jeffrey Gitomer

Availability
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References

References
References available upon request.

Quote

"Great people have great values and ethics"
Jeffrey Gitomer

Timeline

Group Fitness Coordinator
Haywood Regional Health & Fitness Center
2016 - Current (9 education.years_Label & 7 education.months_Label)
Membership Coordinator
Haywood Regional Health & Fitness Center
2015 - 2016 (1 education.year_Label)
Casino Host
Harrahs Cherokee Casino and Resort
2001 - 2012 (11 education.years_Label)
UNIVERSIDAD LATINA
Bachelor of Science from Journalism, Broadcast
Susana Davis