Tristen Cassar
Sydney,NSW
Summary
Dependable Coordinator provides excellent leadership, office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Skilled at developing and maintaining documentation systems and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
22
22
years of professional experience
Work History
Head of Service + Operations
One Playground
02.2021 - Current
- Designed and developed the Service Report for the CEO and Heads of Departments outlining the key service KPI's including retention and debt management monthly and quarterly.
- Member requests from all channels receive a high quality, fast & simple solution through managing existing channels and creating new more efficient channels.
- Reduced company debt percentage from 6.7% to 2.5% within 6 months.
- Enhanced customer satisfaction by streamlining service processes and implementing effective communication strategies.
- Reduced employee turnover rate by developing comprehensive training programs for new hires and ongoing professional development opportunities.
- Increased departmental efficiency with the implementation of improved project management tools and techniques.
- Fostered a collaborative work environment, encouraging open communication and teamwork among staff members.
- Managed cross-functional teams to ensure seamless delivery of services across multiple departments.
- Successfully resolved complex customer issues, ensuring client satisfaction and maintaining company reputation.
- Conducted thorough assessments of service processes to identify areas for improvement and implement necessary changes.
- Created a culture of continuous learning through the establishment of regular workshops and training sessions for employees at all levels.
- Championed innovative solutions to address customer needs, leading to increased product offerings and revenue streams.
- Spearheaded process improvements that led to increased productivity without sacrificing service quality or customer satisfaction.
- Cultivated partnerships with key stakeholders within the organisation, enhancing alignment between business Departments for maximum operational efficiency.
- Guided team members through challenging situations using empathetic leadership skills, fostering resilience amongst staff during periods of change or uncertainty.
- Evaluated existing technology infrastructure and implemented upgrades as needed to support efficient service delivery and data-driven decision making.
Group Fitness Instructor
One Playground
02.2021 - Current
- Improved class attendance by creating innovative and engaging group fitness routines.
- The Member Experience manual used to coach staff throughout the member journey process
- Enhanced member satisfaction through the customisation of workout plans based on individual needs and goals.
- Collaborated with fellow instructors to develop new fitness programs, resulting in increased class variety for members.
- Cultivated a welcoming atmosphere for all skill levels, promoting inclusivity and accessibility within group fitness classes.
- Continuously updated personal knowledge of industry trends and best practices, ensuring the provision of cutting-edge instruction techniques.
- Received consistently positive feedback from participants regarding class structure, content, and delivery style.
- Served as a mentor for new instructors, sharing expertise and offering constructive feedback to promote professional growth within the team.
- Participated in regular staff meetings to discuss progress towards targets, addressing challenges collaboratively for optimal results across all classes offered at the facility.
- Developed creative and fun fitness classes to keep participants engaged and motivated.
Assistant Centre Manager
Gunyama Park Aquatic & Recreation Centre
11.2020 - 02.2021
- Oversaw operations and managed the opening of a new $84 million dollar Aquatic and Recreation Centre.
- Developed and implemented a high value customer service proposition that addressed the needs of the client base.
- Ensured the safety and well-being of visitors and employees through effective planning and oversight of polices, processes, and procedures.
- Spearheaded staff training and development initiatives to ensure high-quality service delivery.
- Designed and implemented the Group Exercise Timetable for members (including a Teen Gym program) with a limited budget only allowing for minimal classes to run each day; programs included were Reformer Pilates, Yoga, Pilates Mat, Body Pump, HIIT, cycle, and swimming.
- Provided coaching and development for leaders to deliver on KPIs through engagement, performance planning, and individual development plans; driving a high-performance community minded culture through highly visible and hands-on leadership and team engagement.
- Oversaw the recruitment of energetic, diverse, and passionate employees to compliment the team and the vision for the Centre; 150 new employees, ranging from Administration staff, to Lifeguards and Personal Trainers.
- Managed the development of the Customer Service team and led 12 Personal Trainers, 50 Group Fitness Instructors.
- Facilitated training and coaching of all Customer Service staff to ensure that knowledge and capability were at the required levels to enable staff to carry out their work and achieve their objectives.
- Identified staff for career progression paths; making transparent and effective succession decisions when required.
- Built and maintained a strong and effective relationship with local Council and all related stakeholders.
- Maintained facilities to approved standards in line with contract requirements.
- Ensured adherence to all industry relevant legislation including workplace health and safety regulations.
Customer Service & Operations Manager + Group Fitness Instructor
Virgin Active Moore Park
07.2019 - 11.2020
- Provided an exceptional level of service to all members and guests within the club; greeting visitors, welcoming members, answering queries, and providing assistance.
- Handled all member complaints, including with external agencies such as the ACCC and Fair Trading.
- Performed a variety of administration duties, and management front line operating procedures.
- Coordinated membership sales with set monthly KPI's.
- Oversaw all financial Management including weekly banking, daily cash up, POS duties, report generation, as well as the management and ordering of stock.
- Processed payments, collected outstanding arrears, and managed a high volume of membership cancellations.
- Coordinated all monthly auditing, including the general operations of the club to ensure Brand Standards were maintained.
- Provided high level leadership to a team of full time, part time and casual staff, including managing a 7-day rostering system to meet business demands with a 5.5 FTE budget.
Managing Director
Viktoria Novak Design Pty Ltd
08.2014 - 07.2019
- Regularly facilitated club training for all staff (including coaches) across the areas of customer service and leadership.
- Monthly targets and KPI's continually achieved each month.
- Increased overall company performance by implementing strategic management initiatives and streamlining operations.
- Provided ongoing monitoring of compliance and risk frameworks, policies, and procedures.
- Developed and reviewed complex contractual agreements with key stakeholders.
- Implemented marketing and sales strategies including advertising, public relations, networking, and online.
- Managed all social media channels including Facebook, Instagram, Google Analytics, and online digital advertising.
- Managed backend of online e-store, online sales and inventory.
- Provided leadership to a small team of staff including interns transitioning into the fashion industry.
- Conducted extensive industry networking, particularly in the wedding environment; attended regular functions and prep for our Head Designer to do speeches and educational sessions with other leading industry experts.
- Multitasking activities simultaneously, generally within tight timeframes in a rapidly changing environment.
- Provided high level management across all operations of a family owned fashion and wedding business including staff management, sales administration, taxation, systems and controls, financial management, and budgeting.
- Coordinated the provision of exceptional customer service and relationship management including the management and resolution of complaints.
Additional Professional Experience Available
ACT Government + Federal Government
01.2002 - 07.2014
Education
First Aid HLTAID003 -
Unknown
Certificate III in Fitness (Gym Instructor) - Health And Fitness
Australian Fitness Academy
Victoria2020
Certificate IV in Government (Investigations) - Fraud And Investigations
Unknown
ACT2007
Skills
- Account Management
- Auditing
- Change management
- Compliance & Governance
- Confidentiality & Discretion
- Customer Service Management
- Data, Research & Analysis
- Operational Procedures
- Innovation Management
- Performance Management
- Problem-solver
- Senior Team Leadership
- Stakeholder Engagement
- Workplace Health & Safety
- Adobe Photoshop
- Blink
- Formstack
- GymSales
- Gladstone
- Listen 360
- Magento
- Microsoft ie Word, Excel, Outlook, PowerPoint, Google Sheets
- MindBody
- MYOB
- Quickbooks
- Xero
- Zendesk
Professional Attributes
- Calm with a robust ability to aid in conflict resolution; able to work towards mutually agreeable solutions using sensitivity in dealing respectfully with people from different cultures.
- Innovative and always researching ways to improve technology such as software, forms and troubleshooting existing operational IT issues.
- Logical problem-solving and remaining flexible with changing environments and situations. Supporting last-minute demands and changes; managing challenges as they arise and constantly generating and implementing new solutions and innovations.
- Maintaining a positive and enthusiastic holistic approach during pressured situations. I have calm manner, with a high level of energy and confidence.
- Facilitate and lead coaching and development training sessions across customer service.
- Create infectious team morale and a fun, but hard working team environment.
- Work as one attitude – within a positive team environment.
- An articulate communicator with an appreciation for the different communication styles required when working with customers, team members, and management.
- Proven ability to establish solid relationships with clients through the provision of timely and accurate advice.
- Honest, trustworthy, reliable, passionate – I bring so much value to a team environment and always lead from the front - 'When you take the front line when there is danger, then people appreciate your leadership'.
References
- Available Upon Request
Timeline
Head of Service + Operations
One Playground
02.2021 - Current
Group Fitness Instructor
One Playground
02.2021 - Current
Assistant Centre Manager
Gunyama Park Aquatic & Recreation Centre
11.2020 - 02.2021
Customer Service & Operations Manager + Group Fitness Instructor
Virgin Active Moore Park
07.2019 - 11.2020
Managing Director
Viktoria Novak Design Pty Ltd
08.2014 - 07.2019
Additional Professional Experience Available
ACT Government + Federal Government
01.2002 - 07.2014
First Aid HLTAID003 -
Unknown
Certificate III in Fitness (Gym Instructor) - Health And Fitness
Australian Fitness Academy
Certificate IV in Government (Investigations) - Fraud And Investigations
Unknown
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