Charlotte Osborne
Melbourne
Summary
I am an organised and dedicated Studio Manager with a proven track record of delivering exceptional customer service in fast-paced environments. My experience in managing yoga and Pilates studios has honed my ability to oversee daily operations, mentor staff, and ensure a high-quality experience for members. I offer keen attention to detail, strong decision-making skills, and the ability to manage multiple, concurrent tasks effectively. With a self-motivated work ethic, I perform efficiently in both independent and team settings, consistently driving results and maintaining a positive work environment.
Overview
7
7
years of professional experience
Work History
Practice Manager
Here. Psychology
02.2025 - Current
- Managed daily practice operations to optimise appointment scheduling, patient records management and billing functions.
- Addressed patient concerns promptly and professionally, demonstrating empathy and problem-solving skills.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
Studio Manager
Viva Leisure (GROUNDUP studios)
02.2024 - 12.2024
- Led and managed daily operations of multiple Pilates and yoga studios, ensuring a high-quality experience for members and staff
- Supervised and mentored a team of instructors and administrative staff, fostering professional development and maintaining a positive work environment
- Increased member satisfaction by implementing feedback-driven improvements, leading to enhanced service delivery and retention rates
- Streamlined studio processes by optimising class schedules, inventory management, and administrative workflows, resulting in improved operational efficiency
- Coordinated and facilitated training for new instructors, ensuring consistency in teaching standards and alignment with studio values
- Expanded studio offerings by actively recruiting and onboarding qualified instructors
Member Service Representative
Viva Leisure (GROUNDUP Studios)
08.2023 - 02.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands
Executive Assistant
Australian Taxation Office
05.2022 - 04.2023
- Handled confidential and sensitive information with discretion and tact
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time
- Organized and coordinated conferences and monthly meetings
- Screened calls and emails and responded accordingly to support executive correspondence
- Answered high volume of phone calls and 40 + email inquiries per day
- Updated and maintained confidential databases and records
- Volunteered to help with special projects of varying degrees of complexity
- Promoted team productivity by keeping supplies organized and well-stocked
Receptionist
Adytum Day Spa
11.2021 - 05.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Confirmed appointments, communicated with clients, and updated client records
- Kept reception area clean and neat to give visitors positive first impression
- Answered phone promptly and directed incoming calls to correct offices
- Resolved customer problems and complaints
- Corresponded with clients through email, telephone, or postal mail
- Managed multiple tasks and met time-sensitive deadlines
Head Barista
Kyo Coffee Project
10.2018 - 07.2021
- Developed coffee beverage menu, recipes, specialty coffee drinks, and appropriate menu pricing
- Served customers quickly and efficiently and created strategies to prevent delays
- Maintained accurate inventory counts to meet customer demands and sustain operations
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns
- Monitored customer feedback to improve barista performance and customer service
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business
Education
Reformer Pilates -
Barre Body
NSW01-2025
200 Hour YTT -
Kootenay Yoga School
CA, USA05.2023
200 Hour YTT -
Soulution Yoga
Canberra, ACT12.2018
Skills
- Practice management
- Staff management
- Policy and procedure development
- Employee performance
- New hire training
- Staff development
- Supplies ordering
- Marketing
- Employee operations
- Workflow efficiency
- Managing files and records
- Training and mentoring
- Inventory and restocking
Timeline
Practice Manager
Here. Psychology
02.2025 - Current
Studio Manager
Viva Leisure (GROUNDUP studios)
02.2024 - 12.2024
Member Service Representative
Viva Leisure (GROUNDUP Studios)
08.2023 - 02.2024
Executive Assistant
Australian Taxation Office
05.2022 - 04.2023
Receptionist
Adytum Day Spa
11.2021 - 05.2022
Head Barista
Kyo Coffee Project
10.2018 - 07.2021
200 Hour YTT -
Soulution Yoga
Reformer Pilates -
Barre Body
200 Hour YTT -
Kootenay Yoga School
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