Zita Alexander

Work History

Operations Customer Service Manager

Integration Spa

04.2024 - Current

Improved team productivity through effective communication, training, and performance evaluations.
Managed budgets for multiple projects, ensuring timely delivery and cost control.
Increased customer satisfaction with consistent quality control measures and proactive issue resolution.
Collaborated with executive leadership to develop strategic plans aimed at achieving long-term organizational growth and success.
Mentored staff members on best practices, fostering a culture of continuous improvement within the organization.
Led cross-functional teams in the successful implementation of new systems and procedures.
Played a pivotal role in enhancing overall operational excellence by identifying inefficiencies within existing systems/processes and implementing targeted interventions.
Demonstrated expertise in conflict resolution through mediating disputes between team members or departments, facilitating a harmonious work environment.
Successfully managed change initiatives by effectively communicating expectations clearly among affected individuals or groups.
Led hiring, onboarding and training of new hires to fulfill business requirements.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Director of Operation

White Lodging LLC | JW Marriott

03.2023 - 03.2024

Formulate and execute operational strategies, aligning activities with overarching business objectives
Orchestrate day-to-day business functions to ensure seamless operational progress
Spearhead recruiting initiatives, job role design, and performance management for talent acquisition and development
Direct multi-faceted HR operations, encompassing payroll, training, and labor law compliance
Engineer effective team dynamics through targeted coaching and individual growth strategies
Assess and fine-tune business processes against organizational KPIs, implementing refined procedures
Oversee procurement logistics, resource allocation, and material coordination
Administer customer support systems aimed at amplifying client satisfaction
Managed budget adjustments and financial oversight to bolster profitability
Boosted profitability through surgical budget adjustments and vigilant financial review
Enhanced employee engagement and growth by creating SOPs and designing targeted training modules
Amplified customer satisfaction by reorganizing and optimizing customer support processes
Orchestrated an impressive 62% revenue surge in just four months, showcasing dynamic leadership / strategic planning
Achieved a remarkable 30% increase in technicians' utilization, optimizing workforce efficiency and service delivery
Drove a substantial 25% growth in upselling services, capitalizing on opportunities to enhance customer experiences
Effectively reduced attendance issues by 85%, while implementing proactive measures and fostering a dedicated team
Spearheaded a noteworthy 35% growth in reviews and guest satisfaction, enhancing the spa's reputation and popularity
Elevated associate satisfaction by 20%, fostering a harmonious and motivated team environment

Manager of Operation

Ritz-Carlton Hotel LLC

03.2022 - 03.2023

Orchestrated efficient operations to amplify treatments and retail sales aimed at exceeding financial targets and elevating customer satisfaction
Directed a team of 63 professionals, providing a luxury spa experience daily at Ritz-Carlton's 3rd largest spa facility
Spearheaded recruitment, selection, and training processes for service providers and supporting team members
Effectively managed budgets and financial goals to yield higher profitability
Achieved an 85% ESS score for the spa and a 90% managerial rating in 2022 by monitoring guest interactions, leveraging guest surveys, guest Voice, and Q Power, and upholding Ritz-Carlton's standards of excellence
Boosted revenue month-over-month during the first employment year, attributed to successful upselling, cross-selling, and promotional strategies
Expanded the client base in just a few months, driven by the initiation of special events, new treatment offerings, and product promotions
Earned a nomination for the 3rd Q Five Star Award through steadfast commitment to quality, innovation, and team leadership
Achieved an 85% ESS score for the spa and a 90% managerial rating in 2022 by orchestrating daily lineups and coaching sessions that fostered company culture, facilitated task delegation, and streamlined payroll operations
Advanced operational protocols by serving as a key member of the Ritz-Carlton Amelia Island Hotel's Innovation Committee & Defect Committee

Owner/Director of Operations

Pearl Skin and Body Care

01.2018 - 02.2022

Supervised comprehensive spa operations, including sales quota attainment, event planning, and retail strategy execution
Designed and managed administrative and reporting frameworks to scrutinize financial data, operational costs, and payroll
Fostered a collaborative work environment while conducting real-time oversight of staff, operations, and resources
Liaised with internal and external stakeholders aimed at ensuring adherence to quality and policy benchmarks
Sustained robust vendor partnerships, securing a reliable pipeline for high-quality products and services
Established marketable and profitable spa business from scratch, solidifying a large and loyal clientele in Kansas City
Generated exceptional annual revenue, developing a successful brand for massage, skin, and body care services
Elevated staff performance through constructive feedback, resulting in superior service quality
Achieved and surpassed retail and treatment sales targets, confirming effective management and service delivery
Maintained impeccable cleanliness and equipment functionality, contributing to seamless operations and high service standards
Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
Managed day-to-day business operations.
Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.

Team Leader

Vito Mazza Salon and Spa

01.2013 - 01.2017

Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Assisted in recruitment to build team of top performers.
Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.

Customer Service Representative

Omni Hotels

01.2011 - 01.2013

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Summary

Overview

Work History

Operations Customer Service Manager

Director of Operation

Manager of Operation

Owner/Director of Operations

Team Leader

Customer Service Representative

Education

BBA - Hospitality Management

Associate of Applied Science - Finance

Skills

Awardsrecognition

Languages

Timeline

Similar Profiles

Adriana GarrisonAdriana Garrison

KAI VENTLINGKAI VENTLING

Kindell BatesKindell Bates