Jacinta Hughes
Bateau Bay,NSW
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the fitness industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
AUSactive, formally Fitness Australia
02.2021 - Current
- Answering inbound phone and email enquiries that include detailed product and service questions
- Identifying and fulfilling customer needs to achieve satisfaction
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handling complaints, providing appropriate solutions and alternatives
- Keeping records of customer interactions, processing customer accounts and filing documents
- Quality control of member registrations, assessment of member qualifications and course material., front desk and memberships)
Senior Group Fitness Instructor and Personal Trainer
Mingara One Fitness
05.2015 - 05.2020
- Managed all aspects of Mind Body studio within Mingara One
- Hired staff, quality control of instructors classes, facilitate meetings and training days, maintain equipment, assist in timetable management
- Taught 12-18 classes per week, including Hot Yoga, Mat Pilates and Barre
- Specialised in gentle programs and senior strength classes
- Classes included Gentle Yoga
- Gentle Pilates and Young at Heart
- Specialised in senior Aquatic programs
- Facilitate group fitness instructor training sessions for in-house developed programs including cycle, aqua, barbell and boxing
- Assist in group fitness timetable management for all other studios and control class numbers
- Consultation with builders and designers of new mind/body studio in regard to equipment, room design and crucial features
- Conduct one on one and small group personal training sessions, approximately 15-20 sessions per week.
- Handled customer inquiries and suggestions courteously and professionally.
Student Advisor
Fivestar Training, RTO
03.2014 - 03.2015
- Completed Certificate III in Customer Contact via 12 month traineeship
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Assisted students with enrolments and enquiries regarding their studies
- Conducted a large volume of telephone calls on a daily basis in a professional manner
- Coordination of student data base and online CRM-Pipeline - Student payments and invoicing -
- Followed up a large volume of telephone enquiries for potential students - Systems used: Outlook, Pipeline, Xero, Payway, Media Sphere
Weightloss Retreat Manager and Sales Manager
Ontrack Retreats
04.2012 - 03.2014
- Managed overall operations of retreat, including management of staff and guests and coordinating with hotel staff in a 5-star facility
- Ensured the business met all financial and business KPIs and worked on a profit-share basis
- Managed all financial aspects of retreat
- Conducted staff inductions, coaching, mentoring and training
- Held staff meetings and team-building activities
- Manage and implement fitness programs for overweight and obese clients in a 5 star resort -Small group and one on one personal training
- Facilitate goal setting, nutrition, mind empowerment and exercise seminars
- Meal planning and cooking lessons
- Weekly invoices rosters, payroll and timetables
- Ensure a high level of customer service is maintained by all members of staff
- One-on-one wellness coaching and nutrition advice
Education
Cert III, Cert IV, Diploma of Fitness -
FIA/Fitnation
2010
Nutrition And Dietetics
Fitnation
2014
Cert III Customer Contact
Fivestar Training
2014
Skills
- Administrative Support
- Complaints Handling
- Customer Consulting
- Customer Account Management
- Administrative and Office Support
- Customer Service
Timeline
Customer Service Representative
AUSactive, formally Fitness Australia
02.2021 - Current
Senior Group Fitness Instructor and Personal Trainer
Mingara One Fitness
05.2015 - 05.2020
Student Advisor
Fivestar Training, RTO
03.2014 - 03.2015
Weightloss Retreat Manager and Sales Manager
Ontrack Retreats
04.2012 - 03.2014
Cert III, Cert IV, Diploma of Fitness -
FIA/Fitnation
Nutrition And Dietetics
Fitnation
Cert III Customer Contact
Fivestar Training
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