Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Zachary Reidel

Scottsdale,AZ

Summary

Accomplished professional with experience across multiple business functions (Operations, Learning/Training, Customer Service). Relationship builder leveraging collaborative relationships to drive and deliver excellence within an organization. Valued for an exceptional work ethic. Focused on operational excellence, across L&D and culture, while developing teams and driving engagement. Seeking a role within Human Resources to leverage my operational background and provide connections to the talent needs of the business.

Overview

5
5
years of professional experience

Work History

Team Lead, Operations Training & Culture

Topgolf
Scottsdale, AZ
09.2022 - Current
  • Comprehensive Onboarding Processes: Streamlined onboarding processes for new hires, significantly reducing the time to proficiency and enhancing overall team productivity.
  • Enhanced Team Performance: Led a team of 15 trainers and coordinators, fostering a culture of continuous improvement and professional development, which contributed to lessened employee turnover.
  • Culture Development Initiatives: Developed and executed initiatives aimed at enhancing company culture, including team-building activities and employee recognition programs, leading to a more engaged and motivated workforce.
  • Data-Driven Improvement: Utilized data analytics to identify training needs and measure the effectiveness of training programs.

Tee Up Crew

TopGolf
Dallas, TX
01.2024 - 12.2024
  • Led Training Sessions: Conducted extensive training sessions for new hires across multiple new venue openings, ensuring consistent and high-quality service standards were met from day one.
  • Standardized Training Materials: Developed and standardized training materials and procedures, contributing to uniform operations and a seamless onboarding experience for 300+ employees.
  • Cross-Functional Collaboration: Collaborated with various departments, including operations, HR, and marketing, to ensure cohesive and efficient new venue launches, resulting in successful openings on time and within budget.
  • Evaluated Training Effectiveness: Assessed the impact of training programs through performance metrics and feedback, implementing refinements that boosted staff proficiency and enhanced customer satisfaction.

Platinum Admin

Topgolf
Scottsdale, AZ
06.2023 - 07.2024
  • Managed Membership Services: Oversaw all aspects of the Platinum Membership program, ensuring high levels of customer satisfaction and retention by addressing member inquiries, concerns, and special requests promptly and efficiently.
  • Streamlined Administrative Processes: Implemented and optimized administrative procedures to improve operational efficiency, reducing response times and enhancing overall service quality for Platinum members.
  • Enhanced Member Communication: Developed and maintained regular communication channels with Platinum members, including newsletters and personalized updates, to keep members informed and engaged with the latest offers and events.
  • Data Analysis and Reporting: Analyzed membership data to identify trends and areas for improvement, providing detailed reports and actionable insights that informed strategic decisions and contributed to the program's growth.

Senior Manager / Coordinator, Customer Care

Gurnee Park District
Gurnee, IL
02.2020 - 08.2022
  • Led Customer Care Operations: Directed a team of customer care representatives, ensuring the delivery of exceptional service and resolving complex customer issues with a focus on satisfaction and retention.
  • Implemented Process Improvements: Identified and executed process enhancements that streamlined customer care operations, reducing response times by 30% and improving overall efficiency.
  • Developed Training Programs: Designed and delivered comprehensive training programs for customer care staff, enhancing their skills and knowledge, which led to a 20% increase in first-call resolution rates.
  • Analyzed Customer Feedback: Collected and analyzed customer feedback to identify trends and areas for improvement, providing actionable insights to senior management that informed strategic decisions and improved service quality.

Lead, Member Services, MOD

FitNation - Powered by Gurnee Park District
Gurnee, IL
10.2021 - 05.2022
  • Oversaw Fitness Operations: Managed daily operations of the fitness center, ensuring the highest standards of service, safety, and cleanliness were maintained, resulting in a 25% increase in member satisfaction.
  • Enhanced Membership Engagement: Developed and implemented innovative programs and initiatives to boost member engagement and retention, leading to a 15% growth in membership renewals.
  • Coordinated Staff Training: Led training and development programs for fitness staff, enhancing their expertise and performance, which contributed to improved customer service and member experience.

Education

Bachelor of Arts - Organizational Leadership

Arizona State University
Tempe, AZ
12-2024

Skills

  • Operations/General Management
  • Coaching & Development
  • Training - Facilitation & Coordination
  • Talent Acquisition/Recruitment
  • Onboarding Operations
  • Compliance
  • Collaborative Problem Solving
  • HRIS (Workday)

Accomplishments

  • 2024 Culture Champion, Topgolf
  • Playmaker of the Month, Topgolf, April 2023 & 2024
  • S.O.F.I.E. Award, Gurnee Park Distirct

Timeline

Tee Up Crew

TopGolf
01.2024 - 12.2024

Platinum Admin

Topgolf
06.2023 - 07.2024

Team Lead, Operations Training & Culture

Topgolf
09.2022 - Current

Lead, Member Services, MOD

FitNation - Powered by Gurnee Park District
10.2021 - 05.2022

Senior Manager / Coordinator, Customer Care

Gurnee Park District
02.2020 - 08.2022

Bachelor of Arts - Organizational Leadership

Arizona State University

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Zachary Reidel