SHANA HOWELL
Coburg,VIC
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
9
9
years of professional experience
Work History
Business Development Manager
Fernwood Fitness
09.2023 - 02.2024
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision-makers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Developed and implemented strategic plans for business growth.
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
- Negotiated lucrative contracts with suppliers and vendors, securing favourable pricing and terms for the company.
- Collaborated closely with marketing teams to develop targeted campaigns that generated high-quality leads for the sales pipeline.
- Established valuable partnerships with complementary businesses, creating mutually beneficial synergies that accelerated growth for both parties.
- Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
BFT Redcliffe Owner/Operator
Lumsden & Jones Pty Ltd
04.2022 - 09.2023
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decision-making.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Proactively identified areas of risk within the organization and implemented necessary safeguards mitigating any potential negative impact on the business.
- Fostered an environment promoting continuous improvement empowering employees to identify opportunities for enhancing operational efficiency.
- Consulted with customers to assess needs and propose optimal solutions.
- Established foundational processes for business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
Focused Strength and Wellness Sole Trader
Self Employed Services
09.2021 - 04.2022
- Building clientele through phone sales and consultations
- Increased customer satisfaction by providing timely and accurate invoicing, record-keeping, and communication.
- Streamlined business operations for increased efficiency through the implementation of new software systems - true coach
- Expanded client base with targeted marketing campaigns and excellent word-of-mouth referrals.
- Delivered exceptional customer service by promptly addressing concerns and resolving issues effectively.
- Built a loyal clientele by consistently exceeding their expectations through personalized services.
- Provided expert advice to clients on program selection based on their individual needs and preferences.
- Handled administrative tasks such as scheduling appointments, filing documents, and maintaining records efficiently.
- Collaborated with fellow sole traders within the industry for mutually beneficial alliances.
Jetts Fitness Clubs Studio Manager
Jetts Fitness
03.2018 - 09.2021
- Multi studio management
- Streamlined studio operations by implementing efficient scheduling and project management systems.
- Identified opportunities for growth by analyzing market trends and competitor offerings.
- Established a positive work environment, fostering collaboration among staff members to improve productivity and creativity.
- Coordinated staff training programs to enhance team skills in areas such as software proficiency, design techniques, or customer service best practices.
- Expanded the studio's client base by proactively seeking out new business opportunities through networking events or industry conferences.
- Promoted a culture of continuous improvement within the team by encouraging open feedback and sharing best practices between colleagues.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Coordinated daily studio operations, including scheduling, staff management and customer service.
- Organized and maintained client databases for accurate communication information.
- Maintained studio equipment, including cameras, and computers, to limit schedule disruptions.
- Developed and implemented strategies to increase studio visibility and reach more clients.
- Facilitated communication between clients, staff and vendors for smooth project processes.
- Created policies and procedures for the company and delivered company-wide training to employees.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Scenic World Ticket Team Leader
Scenic World
01.2015 - 01.2018
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Education
Bachelor of Arts - Business Management
OUA
Online11.2025
Bachelor of Arts - Business Management
Open University Australia
Online11.2025
Skills
- Decision-Making
- Business Development
- Strategic Partnerships
- Relationship Building
- Relationship Development
- Project Management
- Customer Service
- CRM Platforms
- Goals and Performance
- New Business Development
- Staff Management
- Business Development and Planning
Affiliations
- Mum of a sporty teenage boy
- Fitness Enthusiast
- Lover of all things social
Timeline
Business Development Manager
Fernwood Fitness
09.2023 - 02.2024
BFT Redcliffe Owner/Operator
Lumsden & Jones Pty Ltd
04.2022 - 09.2023
Focused Strength and Wellness Sole Trader
Self Employed Services
09.2021 - 04.2022
Jetts Fitness Clubs Studio Manager
Jetts Fitness
03.2018 - 09.2021
Scenic World Ticket Team Leader
Scenic World
01.2015 - 01.2018
Bachelor of Arts - Business Management
OUA
Bachelor of Arts - Business Management
Open University Australia
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