Melissa Garvin

• Led customer service and relationship management at a hub level by taking personal responsibility for client satisfaction by consistently meeting or exceeding needs and expectations.
• Effectively managed the hub environment and CRM platform (Salesforce/Lumary) to ensure that all client inquiries were responded to promptly and their therapeutic needs were fulfilled with minimum wait periods.
• Coached both practitioners and administration team members on transferring to a new company-wide scheduling system (Skedulo) in order for them to utilize system to its potential.
• Increased practitioner productivity by working collaboratively with a clinical Team Leader to implement strategies and capacity build them to both reach KPI's constantly and to take care of their wellbeing.
• Undertook strategic business development by attending disability expos and one community events as well as other initiatives and activities to build strong partnerships with potential referrers which increased referrals significantly (20+ referrals on average per week).

• Provided strong leadership to my area administration team of 10 staff members, training, and supporting them so they can support and retain participants.
• Monitored the performance of all direct reports on a regular basis and increased productivity of employees by 25% through effective management of time and resources.
• Guaranteed that all participants in my area, were correctly onboarded and supported to access services through planning and delivering service agreements schedules of supports, person-centered plans and assessments tools.
• Diligently collected feedback from participants, their supports, stakeholders, and staff members, particularly their views on current service delivery to improve processes and ultimately customer experience.
• Developed local area marketing plans and ensured that each hub activated their activities on a weekly, monthly, and quarterly basis.

• Served as a friendly and helpful first point of contact in the hub.
• Completed on-boarding processes for new clients ensuring all aspects and steps for a successful on-boarding were meet within agreed time frames using various platforms including Salesforce/Lumary and Microsoft Office.
• Successfully scheduled appointments in alignment with therapy plans created by practitioners following initials to ensure a smooth experience with the organization.
• Efficiently worked alongside an Administration Partner to support clients access our services, grow strong local referral networks, and build/provide a vibrant hub environment that ensured our practitioners were engaged and equipped.

Membership Consultant

• Contributed to the operation of a clean, friendly and well maintained health club.
• Provided prompt, efficient, friendly and quality services at all times.
• Accountable for driving lead generation, sign-ups (KPI monitored) and guaranteeing a personal individualized experience after joining to ensure retention.
• Achieved KPI targets for membership enrolment and sales targets for PT packages ranging between $210- $510.)

• Designed specific physical training plans for 30+ individual clients based on performance ability.
• Implemented nutritional guidance alongside physical training plans, yielding more comprehensive results for clients overall wellbeing.
• Adapted classes to meet needs of participants with varying fitness levels.
• Trained clients on a variety of strength training, cardiovascular exercises and stretching techniques.