Kayla Evans
Ellenbrook,WA
Summary
Dedicated Customer Service Manager focused on providing exceptional service to a member base of 3000 individuals. Manages inquiries, cancellations, and overdue accounts. Efficiently handles a high volume of emails with a strong sense of organization. Committed to delivering top-notch service, consistently exceeding the expectations of existing members and potential prospects.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
World Gym
Perth, WA
12.2024 - Current
- Respond to members' inquiries on the phone and email
- Maintain records for all members on their file of interactions and transactions
- Data entry
- Managing a large volume of emails
- Providing positive customer service
- Working towards KPIs
- Taking all overdue payments
Club Manager
World Gym
Perth, WA
07.2024 - Current
- I am in charge of six departments and thirty staff members
- Prepared weekly profit and loss reports for owners to review
- Managed large amounts of financial data using balance sheets, profit and loss reports and online databases
- Reviewed monthly financial statements including profit and loss reports from previous months' sales activity
- Managed accounting, payroll, and financial reporting activities
- Managed payroll processing for staff members
- I am in charge of recruitment, hiring, and interview processes
- Motivated the team by setting goals, and providing ongoing support and encouragement
- Conducting regular performance reviews with team members, identifying areas for improvement and setting goals
- I was in charge of all customer service inquiries with over 3,000 members
Club Manager
Jetts 24hr Fitness
Perth, WA
03.2023 - 07.2024
- Assisted with budgeting for new equipment purchases or staffing changes
- Trained new staff members on proper use of exercise equipment and safety protocols
- Developed marketing campaigns to increase membership base and revenue streams
- Maintained a clean, organized environment throughout the facility at all times
- Kept accurate records of member attendance, sales figures, and inventory levels
- Organized and facilitated group fitness classes for members of the gym
- Resolved customer complaints in a timely manner while upholding company policies
- Oversaw hiring process for new employees including conducting interviews
- Managed staff scheduling, payroll, and customer service duties
- Handled daily administrative tasks including filing paperwork and responding to emails
- Implemented strategies for increasing customer retention rates through loyalty programs
Club Manager/Membership Consultant
Genesis Health and Fitness
Morley, WA
01.2022 - 03.2023
- Advised members on nutrition plans tailored to their individual needs
- Analyzed budget reports on a monthly basis to identify areas for cost savings or revenue growth opportunities
- Provided assistance to members in achieving their personal goals related to physical fitness
- Created marketing strategies designed to increase awareness of the facility's services within the community
- Planned special events such as marathons or charity runs to promote the facility's services
- Supervised a team of trainers and instructors to ensure quality customer service was provided at all times
- Conducted regular performance reviews with staff members to provide feedback on job performance
Toddler Room Leader
ECO Early Learning
Stirling, WA
01.2021 - 01.2022
- Supported parents by providing information about their child's growth, nutrition requirements Using story park
- Observed child behavior to assess their needs and plan activities accordingly in line with EYLF
- Provided educational and developmental activities for children aged 2-3 years old in accordance with curriculum standards
- Ensured proper hygiene practices among the children including hand washing before meals
- Supervised playground activities ensuring adherence to safety rules and regulations are followed at all times
- Participated in team meetings to discuss progress of each child's development and plan future goals for them
Education
Certificate 4 - Fitness
Fit College
Perth, WA02.2023
Certificate 3 - Fitness
Fit College
Perth, WA05.2022
Early Childhood Education cert lll -
Insight
Rockingham, WA10.2019
Diploma - Early Childhood
Stirling Business College
Perth, WA01.2019
Skills
- Performance Management
- Budget control
- Revenue Generation
- Verbal and written communication
- Motivated Team Player
- Leadership
- Multitasking
- Stock management
- Staff hiring
- Effective Organizational Skills
- Customer service
- Database administration
- Expense reporting
- Payroll processing
Timeline
Customer Service Manager
World Gym
12.2024 - Current
Club Manager
World Gym
07.2024 - Current
Club Manager
Jetts 24hr Fitness
03.2023 - 07.2024
Club Manager/Membership Consultant
Genesis Health and Fitness
01.2022 - 03.2023
Toddler Room Leader
ECO Early Learning
01.2021 - 01.2022
Certificate 3 - Fitness
Fit College
Early Childhood Education cert lll -
Insight
Diploma - Early Childhood
Stirling Business College
Certificate 4 - Fitness
Fit College