Christy Bonham
Newcastle,NSW
Summary
Results-driven customer service professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Hardworking and passionate woman with strong organizational skills eager to re-enter the work force following the birth of last child. Ready to help team achieve company goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Certified Personal Trainer
Sole Trader - Christy Bonham Health And Fitness
07.2020 - Current
- Designed specific workout systems for individual clients based on performance ability.
- Monitored proper execution and form of clients and adjusted positions to improve results and safety.
- Educated customers on preventive care, nutrition, fitness, stress management, and ergonomics.
- Developed and implemented creative exercise programs to keep clients engaged and motivated.
- Maintained up-to-date knowledge of fitness training methods to inform approach.
- Demonstrated proper technique for exercises to avoid injuries.
- Developed customized fitness plans for wide range of clients to expand services.
- Grew customer base through word-of-mouth referrals based on customer satisfaction and results.
- Developed, planned, and led personal and group fitness sessions as well as well-known specialty fitness programs.
- Motivated clients to stay on track with fitness goals with positive and friendly approach.
- Assisted clients with personal fitness goals through realistic objectives.
- Motivated participants through one-on-one instruction and positive feedback.
- Created comprehensive fitness programs tailored to needs and goals of each individual.
- Adapted classes to meet needs of participants with varying fitness levels.
Club General Manager
Anytime Fitness
11.2020 - 11.2021
- Achieved company KPI's and met reporting requirements of company and Franchisor. Regularly exceeded monthly sales target by at least 10-15%.
- Recruited, hired, managed and trained team members that were capable, well organised, efficient, effective and knowledgeable.
- Created and maintained relationships with club members and local businesses. Focused on retention and strong B2B relationships.
- Implemented policies and procedures to improve club operations and standards.
- Managed overdue and cancellations policies to company standards.
- Worked with marketing teams to create marketing and promotional content for social media.
- Prepared monthly reports and budgets to track revenue and expenses.
- Conducted regular evaluations of staff to drive quality service and customer satisfaction.
- Raised club traffic and brand reach with innovative online promotions.
- Established team priorities, maintained schedules and monitored performance.
Contact Centre Consultant
Belgravia Leisure Health And Fitness
03.2020 - 11.2020
- Helped build customer contact centre to centralize 50+ Genesis Fitness Clubs Australia wide member enquiries/complaints. Cleared 90% of inquiry volume daily.
- Analyzed and found solutions for complaints, issues and grievances from multiple clubs and departments. Worked with Debit Success and company directors to resolve financial issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Maintained and managed customer files and databases.
- Processed debit and credit card and electronic check payments.
- Approved and terminated customer contracts upon request.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Club General Manager
Genesis Health And Fitness Mayfield
01.2019 - 03.2020
Club General Manager
Genesis Health And Fitness Toormina
12.2015 - 01.2019
Sales Manager
Genesis Health And Fitness Coffs Harbour
09.2013 - 12.2015
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Evaluated performance against goals and implemented appropriate development plans.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Owner/Operator
The Jungle Bungle
01.2010 - 06.2013
- Managed day-to-day business operations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Bookkeeper
Self Employed/Sole Trader
01.2005 - 01.2009
- Maintained and processed invoices, deposits, and money logs.
- Completed payroll for employees and maintained detailed records of procedures.
- Posted daily receipts and payments in accordance with corporate protocols.
- Completed tax forms in compliance with legal regulations.
- Reduced financial discrepancies through transaction monitoring and management.
- Developed and implemented procedures to improve accounting efficiency.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Handled day-to-day accounting processes to drive financial accuracy.
- Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
- Input financial data and produced reports using MYOB.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
Education
Certificate IV - Personal Trainer
AIPT
07.2021
Certificate IV - Small Business Management
Novaskill
Coffs Harbour2012
Bachelor of Business - Accounting
Charles Sturt University
Bathurst, NSW2001
High School Diploma -
Kelso High School
Kelso, NSW09.1997
Skills
- Operational Efficiency
- Critical Thinking
- Workflow Processes
- Operational Standards
- Active Listening
- Driving Revenue
- Call Center Operations
- Written and Oral Communications
- High-Volume Environments
- Customer Support
- Customer Satisfaction
- Customer Needs Assessment
Certification
Working with Children Check
First Aid and CPR
Timeline
Club General Manager
Anytime Fitness
11.2020 - 11.2021
Certified Personal Trainer
Sole Trader - Christy Bonham Health And Fitness
07.2020 - Current
Contact Centre Consultant
Belgravia Leisure Health And Fitness
03.2020 - 11.2020
Club General Manager
Genesis Health And Fitness Mayfield
01.2019 - 03.2020
Club General Manager
Genesis Health And Fitness Toormina
12.2015 - 01.2019
Sales Manager
Genesis Health And Fitness Coffs Harbour
09.2013 - 12.2015
Owner/Operator
The Jungle Bungle
01.2010 - 06.2013
Bookkeeper
Self Employed/Sole Trader
01.2005 - 01.2009
Certificate IV - Personal Trainer
AIPT
Certificate IV - Small Business Management
Novaskill
Bachelor of Business - Accounting
Charles Sturt University
High School Diploma -
Kelso High School
Working with Children Check
First Aid and CPR
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