Nirmala Biswas
Murwillumbah,NSW
Summary
Results-oriented professional with extensive experience at Envision Health & Fitness, specializing in customer relationship management and strategic planning. Achieved significant increases in sales and member retention through innovative marketing initiatives and outstanding service delivery. Expertise in Microsoft Office and team management, consistently exceeding customer satisfaction targets by utilizing exceptional communication and multitasking abilities.
Overview
11
11
years of professional experience
Work History
Reception/gym Instructor
Envision Health & Fitness
Murwillumbah, NSW
01.2023 - Current
- Managed daily operations of the gym, including staff supervision, inventory control, and overall presentation.
- Recognized by management for providing exceptional customer service.
- Performed administrative duties such as scheduling appointments, collecting payments, answering phone calls and responding to emails.
- Promoted high customer satisfaction by resolving issues with knowledgeable, friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems, and exercising discretion when needed.
- Maintained accurate records of all client accounts, including financial information and service history.
- Provided timely responses to inquiries from clients regarding account status and billing issues.
- Oversaw client accounts and outstanding balances.
- Delivered a comprehensive breakdown of membership contract details.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked effectively in team environments to make the workplace more productive.
- Conducted testing of software and systems to ensure quality and reliability.
- Assisted with customer requests and answered questions to improve satisfaction.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Resolved customer complaints regarding sales and service.
- Supported sales team members to drive growth and development.
- Assisted with developing innovative sales strategies for increasing membership sales.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to the gym's products and services.
- Created strategic plans to boost member retention rates.
- Devised safe and effective exercise strategies based on knowledge of kinesiology, anatomy and biology.
- Planned and instructed group exercise sessions.
- Recommended modifications of exercises to help participants avoid injuries.
- Monitored gym equipment to ensure proper maintenance and safety standards were met.
- Built and established lasting relationships using ongoing encouragement and personal support.
- Encouraged client participation by providing support, motivation and positive reinforcement.
- Ensured all members followed appropriate safety protocols when using the facility's equipment.
- Maintained accurate records of member attendance, progress and feedback.
- Social media management.
- Performed minor first aid and completed incident reports for client injuries.
- Monitored changes in industry regulations and standards to ensure compliance with applicable laws.
Retail Manager/Supervisor
Pottsville FoodWorks
Pottsville
01.2018 - 01.2023
- Same experience as FoodWorks, Murwillumbah.
Retail Manager
FoodWorks
Murwillumbah
01.2014 - 01.2018
- Ensuring tasks are completed across all departments through task setting, leading by example, engaging staff in ideas and high levels of strong morale
- Dealing with customer complaints and refunds as well as following up customer requests
- Depositing money to the bank, placing and collecting change orders
- Handling the businesses daily finances e.g
- Customer accounts, daily cash, managing digital safe, checking financial reports with daily cash balances and assisting elderly customers with their preferred method of payment such as cheques
- ATM machine data maintenance and refilling of cash daily
- Responsibility of locking and opening store including ensuring security (alarm) is engaged correctly
- Regular communication with distant owner on store needs, accounts (major payments) and all general store updates
- Hiring staff, conducting interviews, managing weekly rosters and team members work performance both positive and negative
- Managing grocery lines to ensure an easier shopping experience for customers as well as increasing standards across the department and increasing sales of all SKU’s
- Problem solving during peak sale times (faulty equipment and facilities, staff absenteeism)
- Regular store stock takes and efficient inventory control/management
- Ordering specific products for all departments in store e.g
- Groceries, Perishables, Fruit and vegetables, Deli, Tobacco
- Filling/rotating stock and setting up promotional displays
Education
Year 12 High School Certificate -
Certificate III - WHS Component
Hospitality
Certificate III -
Fitness
Food Safety Supervisor Certificate -
First Aid Certificate -
Working with Children Check -
Skills
- Retail manager and gym supervisor
- Team management and supervision
- Task delegation and monitoring
- Customer Relationship Management
- Extensive Sales Expertise
- Data management and security
- Client profile confidentiality and privacy
- Effective Time Management
- Effective multitasking and task prioritization skills
- Autonomous Decision Making
- Advertising and social media experience
- Strategic planning and organization
- Effective, concise communication with clients and team members
- Phone etiquette
- Email Management
- Incident reporting
- Proficient in POS Software
- Microsoft Office Proficiency
- Excel Proficiency
- Reliability
- Self-motivation
- Point of Sale Operation
- Cash Management
- Adhere to workplace policies and procedures
References
Reyman Gill, 0413 696 148 - FoodWorks Murwillumbah manager
Luca Stella, 0412 143 884 - FoodWorks Pottsville Owner
Timeline
Reception/gym Instructor
Envision Health & Fitness
01.2023 - Current
Retail Manager/Supervisor
Pottsville FoodWorks
01.2018 - 01.2023
Retail Manager
FoodWorks
01.2014 - 01.2018
Year 12 High School Certificate -
Certificate III - WHS Component
Hospitality
Certificate III -
Fitness
Food Safety Supervisor Certificate -
First Aid Certificate -
Working with Children Check -
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