Kaleb Hicks
Coomera,QLD
Summary
Proven Management skills with a track record of fostering customer satisfaction and revenue growth. Skilled in strategic planning and staff development, adept at driving performance improvements across multiple departments. Excelled in customer service management and operations efficiency, demonstrating significant achievements in team leadership and data analytics & creating a harmonious and fun environment.
Overview
12
12
years of professional experience
Work History
Operations Manager, Customer Experience
UFC Gym Ashmore
10.2021 - Current
- Responsibility for overseeing and ensuring a streamlined process for the operations of the Club as a whole, involving 5 departments including performance & KPI tracking.
- Drove a culture of continuous improvement by encouraging employee performance and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Recruiting, hiring and training of team members.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed purchasing, sales and customer account operations efficiently.
- Monitored daily cash discrepancies, banking, inventory shrinkage and drive-off.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Conducted regular auditing and reporting of internal processes to maintain compliance with regulatory requirements.
- Management with the CRM systems.
- Proficiency with multiple database software systems & Microsoft office.
Reception Manager
World Gym Ashmore
02.2020 - 10.2021
- Responsible for the operations of a Reception team of 9 employees including weekly rostering, KPI management, Performance reviews & team training
- Improved customer satisfaction by implementing efficient front desk procedures and streamlining check-in/check-out processes.
- Assisted in the hiring, training, and mentoring of new staff members, fostering a collaborative work environment focused on excellent customer service.
- Manage member accounts/enquiries & contracts, resolving issues promptly and professionally to ensure positive experiences for a database of over 2000 members.
- Ensured compliance with health and safety regulations by conducting regular facility inspections and addressing any concerns immediately.
- Streamlined inventory management by establishing an organized system for ordering supplies and tracking usage patterns.
Personal Trainer
Goodlife Health Clubs
03.2013 - 09.2015
- Educated clients on proper exercise techniques, reducing risk of injury during workouts.
- Motivated clients to stay on track with fitness goals with positive and friendly approach.
- Trained clients during strength training, cardio vascular exercise, and stretching.
- Assisted clients with personal fitness goals through realistic objectives.
- Explained exercise modifications and contraindicated movements to participants with history of injury.
- Educated customers on preventive care, nutrition, fitness, stress management, and ergonomics.
- Designed specific workout systems for individual clients based on performance ability.
- Developed, planned, and led personal and group fitness sessions as well as well-known specialty fitness programs.
Skills
Staff Development
Customer Empathy
Customer Acquisition
Data Analytics
Teamwork and Collaboration
Team Leadership
Customer Service Management
Relationship Building
Operations Management
Hiring and Onboarding
Strategic Planning
Data Analysis
Marketing Strategies
KPI Tracking
Budget Control
Revenue Growth
Health & Fitness, Crossfit, Surfing, Family time
Health & Fitness play a crucial role in my life, while I have spent condiserable time in Sporting codes, Strength training & Bodybuilding and I am currently have a huge passion for Crossfit. In my spare time, I enjoy surfing, chasing waterfalls, and engaging in outdoor activities while spending quality time with friends and family.
Timeline
Operations Manager, Customer Experience
UFC Gym Ashmore
10.2021 - Current
Reception Manager
World Gym Ashmore
02.2020 - 10.2021
Personal Trainer
Goodlife Health Clubs
03.2013 - 09.2015
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