Sydney Adams
Chapel Hill,NC
Summary
Results-driven professional with 10+ years of experience across customer experience, operations, and team leadership. Proven track record of quickly advancing into leadership roles, driving engagement, and improving retention and performance metrics. Known for building strong relationships, leading high-performing teams, and delivering consistent results in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Head Coach
Orangetheory Fitness Chapel Hill Meadowmont
Chapel Hill, NC
07.2023 - Current
- Coordinated group classes, ensuring a dynamic environment that fosters community and accountability.
- Lead and develop a team of 5+ coaches, maintaining a high-retention, tenured staff (2+ years average tenure)
- Promoted from Coach to Head Coach within 3 months (~200 classes) based on performance and leadership impact
- Have coached 2,600+ classes, demonstrating consistency, endurance, and strong member relationships
- Drive studio engagement, significantly increasing event sign-ups and overall member participation; On average 20-30% of members register for events
- Maintain an average of 1.7 workouts per member, supporting strong retention and maximizing studio utilization
- Partner with studio leadership to align coaching initiatives with business goals and revenue growth
- Analyze performance metrics and attendance trends to improve coaching effectiveness and studio results
- Oversee onboarding and development of coaching staff, ensuring alignment with brand standards
- Collaborate with other Head Coaches within the region to support regional team as a whole
Assistant Studio Manager
Orangetheory Fitness Durham Southpoint
Durham, NC
05.2022 - 07.2023
- Led daily studio operations, fostering a welcoming environment that encouraged member engagement and community building.
- Developed and implemented staff training programs to enhance sales process quality and align with brand standards.
- Coordinated promotional marketing events to boost incoming leads, driving enthusiasm and increasing overall studio engagement.
- Analyzed studio KPI'S to identify trends, informing decisions that improved class attendance and retention rates.
- Assisted in budget management by tracking expenses consistently aiding in cost control measures.
- Supervised studio staff for timely, accurate and high-quality task completion.
Agent Experience Partner
Better Mortgage
Durham, NC
07.2021 - 05.2022
- Managed 200+ accounts while ensuring that borrowers met deadlines and received high-quality service.
- Improved cross-functional communication by implementing Slack channels, increasing CRM efficiency and customer satisfaction
- Partnered with agents to resolve issues and deliver tailored solutions to clients
- Developed process improvements that enhanced workflows and addressed issues to boost team morale.
- Cultivated strong relationships with clients to facilitate loan applications and approvals.
- Streamlined communication processes between agents and customers for enhanced service delivery.
- Monitored compliance with regulatory requirements to maintain operational integrity and trust.
Server
AJ McMurphy’s
Greenville, NC
03.2021 - 09.2021
- Provided customers with speedy and courteous service, preparing beverages, and dispatching food orders.
- Carried out opening, closing, and shift changes to ensure seamless service during transitions.
- Collected payments and dispensed change. Monitored patrons for alcohol intake and took measures to manage behavior.
Server
Texas Roadhouse
Greenville, NC
08.2017 - 03.2021
- Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences.
- Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service.
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
- Provided training to new staff on menu items, service standards, and operational procedures.
Real Estate Transaction Coordinator
The Leverage Center
NC
10.2019 - 09.2020
- Collaborated with attorneys, loan officers, and agencies to complete property sales and purchases.
- Explained all financial requirements and data to potential buyers and sellers to ensure all parties were on the same page.
- Generated leads for sales and rental properties through cold calls and referrals, which helped to expand the client base.
- Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
- Exceeded goals through effective task prioritization and a great work ethic. Served customers in a friendly, efficient manner.
Shift Lead
Millstone 14 Cinemas
Fayetteville, NC
10.2014 - 11.2015
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Quantified key metrics and added questions to gather more service details.
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty.
- Supervised employees to maintain high productivity and complete tasks on time.
Education
Associate of Science - General Education
Pitt Community College
Winterville, NCHigh School Diploma - undefined
Jack Britt High School
Fayetteville, NCSkills
- Account Management
- Customer Experience
- Mortgage Banking
- Real Estate Processing
- CRM Systems - Salesforce, Tinman
- Microsoft Office
- Team management
- Training and coaching
- Recruiting
- Motivational leadership style
- Coaching meetings
- Staff development
- Facility maintenance
- Promotion and marketing
- Team collaboration tools - slack, basecamp, teams
Certification
- CNA - Certified Nurse Assistant
- ACE CGFI - Certified Group Fitness Instructor
Timeline
Head Coach
Orangetheory Fitness Chapel Hill Meadowmont
07.2023 - Current
Assistant Studio Manager
Orangetheory Fitness Durham Southpoint
05.2022 - 07.2023
Agent Experience Partner
Better Mortgage
07.2021 - 05.2022
Server
AJ McMurphy’s
03.2021 - 09.2021
Real Estate Transaction Coordinator
The Leverage Center
10.2019 - 09.2020
Server
Texas Roadhouse
08.2017 - 03.2021
Shift Lead
Millstone 14 Cinemas
10.2014 - 11.2015
High School Diploma - undefined
Jack Britt High School
Associate of Science - General Education
Pitt Community College