Hi, I’m
Toya Jordan
Employee Relations Manager
Lawrenceville,GA
Summary
Experienced, service focused manager dedicated to delivering a positive customer experience. Strong, collaborative leader with strong team building, communication, and organization skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
17
years of professional experience
Work History
Gold's Gym Lawrenceville
General Manager
01.2018 - 04.2022
Job overview
- Interacted well with customers to build connections and nurture relationships.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Mitigated business risks by working closely with staff members and assessing performance.
- Collaborated with cross-functional teams to develop innovative solutions.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Assisted in recruiting, hiring and training of team members.
- Formulated policies and procedures to streamline operations.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Managed budget implementations, employee evaluations, and contract details.
- Trained new employees on proper protocols and customer service standards.
- Developed and implemented strategies to increase sales and profitability.
Ponzio Fitness Holdings, LLC
Regional Human Resources Manager
01.2008 - 01.2018
Job overview
- Organized and led staff orientation programs and training to promote collaboration.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Implemented performance reviews and motivational strategies to elevate HR team results.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Liaised between multiple business divisions to improve communications.
- Used technologically relevant digital systems to manage payroll and benefits programs.
- Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Addressed employee conflicts with appropriate urgency, following all corporate procedures.
- Coordinated employee grievances and disputes in timely and professional manner by finding constructive solutions
- Planned, organized, and managed our annual nationally sponsored program that included over 300 participants locally
- Managed and/or handled high priority customer service issues
Gold's Gym
Operations Manager
06.2006 - 01.2008
Job overview
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Analyzed and reported on key performance metrics to senior management.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed systems and procedures to improve operational quality and team efficiency.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Interacted well with customers to build connections and nurture relationships.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Trained new employees on proper protocols and customer service standards.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Developed and maintained relationships with external vendors and suppliers.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Managed and processed client account changes and/or cancellations while ensuring best measures for customer retention are prioritized
- Assisted Regional Manager with bi-weekly payroll
- Ensured that all customer service systems were checked for accuracy such as proper member check-in, telephone inquiry, guest registration, cash handling, delinquent account collection
- Managed retail sales and inventory
Gold's Gym
Sales Associate
08.2005 - 06.2006
Job overview
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Helped customers locate products and checked store system for merchandise at other sites.
- Attended monthly sales meetings and quarterly sales trainings.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Built relationships with customers and community to promote long term business growth.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Presented professional image consistent with company's brand values.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Met existing customers to review current services and expand sales opportunities.
- Engaged with customers to build rapport and loyalty.
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to effectively build rapport and lasting relationships.
- Generated advertising brochure for vendor use.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Informed customers of promotions to increase sales productivity and volume.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Quoted prices, credit terms and other bid specifications.
- Contributed to team objectives in fast-paced environment.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Contributed to event marketing, sales and brand promotion.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Education
Vanderbilt University Nashville, TN
. from Biology
Gwinnett Technical CollegeLawrenceville, GA
. from Sports Management
University Overview
- Dean's List
- Sports Management Certification
Skills
- Strong interpersonal and effective communication skills
- Problem-solving
- Leadership
- Benefits administration
- Strategic Planning
- Customer Experience
- Training and Development
- Verbal and Written Communication
- Client Account Management
- Cross-Functional Team Management
- Budgeting and Cost Control
- Event Management
- Facility Management
- Marketing
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
General Manager
Gold's Gym Lawrenceville
01.2018 - 04.2022
Regional Human Resources Manager
Ponzio Fitness Holdings, LLC
01.2008 - 01.2018
Operations Manager
Gold's Gym
06.2006 - 01.2008
Sales Associate
Gold's Gym
08.2005 - 06.2006
Vanderbilt University
. from Biology
Gwinnett Technical College
. from Sports Management
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