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Work Background
HappyLife Kickboxing & FitnessCustomer Satisfaction & Operations Manager
Aug. 2024North Wales, Pennsylvania, United States-Assumed full responsibility for driving business performance and achieving organizational goals, which involved close collaboration with the owner to devise strategies aimed at boosting sales and enhancing overall gym operations. -Developed a member retention program that reduced membership attrition by 25%, helping to create a loyal community and boost revenue. This initiative focused on personalized communication and regular feedback, making members feel valued and engaged. -Seamlessly implemented a new kickboxing program for children that emphasized fitness, confidence, social skills, and overall well-being at an age-appropriate level. The initial launch generated over $7,000 in new monthly recurring revenue, showcasing the program's success and appeal. -Trained and mentored a team of 7 staff members, which helped them enhance their customer service skills and achieve higher satisfaction ratings. This commitment to development was key in contributing to a 20% increase in positive member feedback.
International English SchoolsSubstitute Teacher
Aug. 2023 - Apr. 2024Örebro, Örebro County, Sweden• Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth. • Increased student comprehension by utilizing differentiated instruction methods tailored to individual learning styles. • Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior. • Maintained accurate records of student attendance, grades, and progress reports, ensuring timely submission to administration for reporting purposes. • Supported extracurricular activities such as tutoring sessions or after-school clubs by providing supervision or leading specific programs related to subject expertise.
Self-Employed Part TimePlanned Career Break/Relocation
Nov. 2020 - Jul. 2023International• Took time off to complete a Master of Science degree and spend time with family traveling around the world, eventually relocating to Sweden. • Worked part-time as a travel agent, providing customers with customized travel itineraries, successfully negotiating rates while ensuring the highest customer service satisfaction. • Responsible for the detailed planning and implementation of my own solo and family trips, traveling to Sweden, Norway, Denmark, Finland, Portugal, Turkey, Ireland, France, the Netherlands, Poland and various destinations within Mexico. • Renovated my home as a Short-Term Rental/Airbnb, eventually staging and selling it for a significant profit prior to relocation. • Achieved consistent 5 star ratings by going above and beyond to enhance tenant satisfaction by promptly addressing concerns, coordinating with maintenance for repairs and resolving issues in a timely manner.
Rushmore Loan Management Services LLCCollateral & Business Analyst
Feb. 2019 - Oct. 2020Irvine, California, United States• Developed strong relationships with internal and external stakeholders, facilitating efficient communication regarding collateral matters. • Improved portfolio quality with timely identification of collateral issues, initiating necessary actions to mitigate risks. • Improved business processes by analyzing current practices and recommending optimization system enhancements. • Reduced operational costs through thorough data analysis and implementing cost-effective solutions. • Streamlined project management with effective communication and collaboration across cross-functional teams.
Phoenix RisingFitness Instructor/Health Coach
Mar. 2017 - Mar. 2020• Developed creative and fun fitness classes to keep participants engaged and motivated. Responsible for curriculum design for various fitness styles and targeting personal goals. • Conduct training sessions in one-on-one or group settings (up to 50 clients) inside the gym or outdoors. • Customer-service centric, responsible for answering fitness and nutrition related questions, and pursuing leads using CRM software. • Educated clients about long-term health benefits of balanced diets and exercise programs, with focus on weight-loss.
Rushmore Loan Management Services LLCOperations/Project Manager
Jan. 2015 - Jan. 2018Irvine, CA• Enhanced and reconstructed computer systems throughout the Software Development Learning Cycle (SDLC) to increase company-wide efficiencies. • Skilled at working alongside technical and non-technical staff including developers, analysts, executive management and other stakeholders to ensure deliverables arrived on schedule. • Provided instruction to 800+ employees on system deployment projects, partnering with Learning & Development and Human Resources to create training materials, develop communications and host webinars for company-wide training campaigns. • Managed and oversaw all operational and technical staff within department. • Collected, defined and analyzed business requirements. • Partnered with internal and external stakeholders in the procurement and implementation of a new document imaging management platform, responsible for data and imaging mapping to ensure an optimal transition. • Owned the generation and analysis of department's monthly service deck reporting. Conducted data analysis to identify areas of weakness, evaluate trends, identify the potential for process improvements, and make process recommendations.
Second Image, Inc.Business System Analyst/Release Coordinator (Legal Copy and Medical sectors)
Dec. 2014 - Jul. 2015San Dimas, CA• Made process and system recommendations based on detailed process analysis and review as the liaison between the development team and business units. • Oversaw project management functions and activities for all large projects throughout SDLC, working alongside developers, analysts, managers and business units to create timelines and ensure deliverables arrive on schedule. • Directed and monitored release process for all system changes, including release notes, user notification and detailed system documentation. Ensured effective use of systems by conducting system trainings as necessary.
Rushmore Loan Management Services LLCRecords Supervisor/ Senior Records Coordinator/Team Lead /Collateral Analyst
Jan. 2011 - Dec. 2014Irvine, CA• Promoted through three separate titles before eventually landing Records Supervisor in 2014 • As supervisor, collaborated with business units, department leaders, PMO, IT and Development departments, as well as vendors to develop and implement enterprise-wide solutions. • Set timeline requirements, analyzed business processes, identifying compliance issues, areas for process improvement, and automation. • Improved productivity and workflow by making system development recommendations. • Collected, documented, and provided business rules and requirements, assisted developers with design and troubleshooting, conducted testing, provided final sign-off, and ensured project deliverables were met on time. • Managed daily operations of department, analyzed workflow, established priorities, developed standards and set short and long term deadlines. Recruited, hired, trained and supervised staff. • Responsible for day-to-day operations of document management system, conducting all UAT for upgrades, provided users with technical support and training on compliance issues and industry regulations, maintained detailed reporting of bugs, outstanding issues, resolution, and future enhancements. • Collaborated with IT and vendor in the gap analysis, planning, and migration to a new document management platform, maintaining a tracking report of status updates, while assisting programmers in testing and troubleshooting. • Conducted company-wide training to ensure a smooth transition to the new system.
Metropolitan Home MortgageMortgage Specialist/Loan Officer
Sep. 2010 - Jan. 2011Skilled in managing a large volume pipeline while maintaining high customer service and satisfaction. Originated multiple loan products and maintained up to date product knowledge and requirements, on programs such as conventional, jumbo, FHA and VA.
Custom Virtual AssistanceFreelance Consultant for Medical, Education, and Financial sectors
Jul. 2009 - Sep. 2010Riverside, California, United States• Oversaw the preparation, maintenance, and presentation of all internal and external data with control of matters relevant to cash management, accounts payable and receivable, general ledger, collections, daily transactions, and asset balancing. • Designed stellar professional documents and forms determined by remote client needs. • Prepared and maintained an efficient and effective financial reporting tool for senior management to predict economic and financial standing as compared to industry thresholds. • Performed medical and Executive Management transcription.
Fremont Investment and LoanSenior Records Coordinator
Jul. 2005 - Jul. 2009Facilitated the transition of record subpoena requests to Records Management. Modified, improved, and managed processing of all record subpoenas, search warrants, levies, and summonses in accordance to California laws and regulations. Maintained the Subpoena Database including reconciliation, clean up, and reporting. Analyzed, documented, and implemented employee performance standards utilizing KPI to enhance workflow efficiency, enable accountability, and fulfilling employee performance reporting deliverables requested by upper management. Acted as Project Manager responsible for the supervision of teams of 2-5 employees in a multitude of projects including the imaging and storage of documents, exporting and securing of document images for delivery to various internal and external requestors, preparation of physical records, and destruction of onsite and offsite records. Responsible for generating and presenting monthly operational reports for Senior Management.
Save America's ForestsIntern
Jan. 2004 - Jan. 2004Represented the organization at 2nd Annual Forest Summit in Massachusetts. Lectured to 500+ conference members about the organization and its goals. Photographed events for use on the company website. Provided web design assistance using Dreamweaver, including image selection, layout and content editing. Learned about all levels of running a non-profit, including grant research, data research, lobbying, proofreading, editing, training, and customer service. Taught children about forest life and habitats by reading children’s stories, preparing educational activities, and answering questions at special school functions.
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