Terance Glass
Austin,TX
Summary
Dynamic and results-driven professional with expertise in driving organizational success within a best-in-class employer. Committed to exceeding performance metrics and goals through strategic planning and execution. Proven ability to foster collaboration and innovation, ensuring alignment with company objectives. Eager to contribute skills and experience to enhance overall productivity and growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Manager
La Fitness - Fitness International
03.2022 - Current
- Streamlined operational processes to enhance efficiency across multiple departments.
- Led cross-functional teams to implement strategic initiatives for improved service delivery.
- Developed and maintained operational budgets to ensure cost-effective resource allocation.
- Optimized inventory management systems to reduce waste and improve stock accuracy.
- Conducted regular performance evaluations to identify areas for process improvement.
- Trained and mentored staff in best practices for workflow management and safety compliance.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Overnight Manager
Planet Fitness
02.2021 - 03.2022
- The Overnight Manager will be responsible for assisting in the oversight of gym operations to ensure an exceptional “Judgement Free” member experience as well as a financially successful club
- Assist in recruiting, hiring, training and developing a high performing staff consisting of Member Service Representatives, and Trainers
- Assist in maintaining a welcoming atmosphere for all members, prospective members and guests and ensuring staff follows superior customer service guidelines
- Assist with Staff Management and provide backup support to Club Manager as needed Member service oversight - Ensuring staff is always providing a superior customer experience
- Assist in resolving or escalating employee issues or concerns
- Involved in all front desk related activities including:
- Answer phones in a friendly manner and assist callers with a variety of questions
- Check members into the system
- New member sign-up
- Take prospective members on tours
- Facilitate all member requests, issues and questions
- Assist in cleanliness and maintenance of facility
Overnight Staff
Fitness Connection
03.2019 - 02.2020
- Conduct daily facility walk thrus to ensure the cleanliness of the facility
- Enthusiastically greet (Hello & Good Bye) each member and guest promptly using the proper Fitness Connection greeting to create a welcoming and friendly environment for all members and guest
- Provides security and control at the front desk overnight
- Properly check in each member into the facility by following the proper Fitness Connection check in procedures
- Monitor check-ins to identify delinquent accounts and handle each delinquent account professionally
- Ensure that all guest and appointments are directed to the appropriate fitness consultant or General Managers in a prompt and professional manner
- Register all telephone inquiries in Telephone Inquiry log and transfer calls to appropriate fitness consultant or General Manager
- Promptly respond to all member request, inquiries and concerns, if the FDA cannot ensure they can further assist the member bring the request, inquiries and concerns to a supervisor
- Maintains a clean, neat and clutter free front desk area according to Fitness Connection standards
- Attends all required training classes and meetings
- Responsible for performing club walk-thrus before and after their scheduled work shift
- Follow proper opening and closing procedures according to Fitness Connection standards
- Log all maintenance concerns in the maintenance log
- Achieve minimum Pro-shop goals and requirements set by the Operations Manager and/or General Manager
Fraud Prevention Specialist
Apple Computers Incorporated
10.2017 - 03.2018
- Reviews and analyzes credit card blocked status to prevent fraud Notify customers, credit card banks, and shipping carriers of suspected fraud
- Analyzes exception reports to identify trends in the data
- Reviews fraudulent transactions and coordinates the restoration of cardholder account balances
- Supervise, guides, mentors and direct individual contributors in the performance of fraud prevention tasks and services
Education
High school Diploma -
Hendrickson High School
Pflugerville, TxAdvanced Herbalist Cert - Herbal medicine
Center of Excellence
05.2021
Bachelor Of Arts - Fashion Merchandise Marketing
The Art Institute of Austin
Austin, Tx05.2013
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operational efficiency
- Employee relations and conflict resolution
Certification
- March 2020 Master Herbalist Cert
- July 2020 Advanced Master Herbalist Cert
Timeline
Operations Manager
La Fitness - Fitness International
03.2022 - Current
Overnight Manager
Planet Fitness
02.2021 - 03.2022
Overnight Staff
Fitness Connection
03.2019 - 02.2020
Fraud Prevention Specialist
Apple Computers Incorporated
10.2017 - 03.2018
Advanced Herbalist Cert - Herbal medicine
Center of Excellence
Bachelor Of Arts - Fashion Merchandise Marketing
The Art Institute of Austin
High school Diploma -
Hendrickson High School
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