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Profile

Professional client relations specialist with five years in providing exceptional customer service and maintaining relationships, and two years in team management, team building and productivity. Eager to gain knowledge on mortgage banking and implement it to further a career within the company.

Skills

Superior communication skills
Cheerful and energetic
MS Office proficient
Team-oriented
Superior organization skills
Staff training and development
Dependable and reliable
Proven success in up-selling

Supervisory skills
Interviewing and hiring
Adaptable
Strong customer relationship builder
Ability to handle/resolve problems
Proven leadership skills
Works well under pressure
Consistently complies with polices and procedures

Experience

Lead Generation Specialist 07/2017 to Current JPMorgan Chase Phoenix, AZ

Confidently preform outbound calls to select Chase mortgage customers and gain interest to speak with a Home Lending Advisor about their loan options.
Exceed call monitoring expectations.
Warm transfer the customer to the next available Home Lending Advisor.
Understand customers needs and concerns while following company policy and procedures.
Execute duties with exceptional oral and written customer service skills.
Stand in for teammates when out of office.

Staff Manager 05/2015 to 07/2017 BARRO'S PIZZA Mesa, Az

Developed and maintained customer relationships.
Counseled and mediated staff when necessary.
Communicated well and used strong interpersonal skills to establish positive relationships with guest and employees.
Continually monitored restraurant and took appropriate action to ensure food quality and service standards were consistently met.
Scheduled and directed staff in daily work assignments to maximize productivity.
Efficiently resolved problems or concerns to the satisfaction of all involved parties.
Developed and maintained a staff that provided hospitable, professional service while adhering to policies and business initiatives.

Counter Staff 05/2012 to 05/2015 BARRO'S PIZZA MESA, AZ

Developed and maintained exceptional customer service.
Inspected dining and serving areas to ensure cleanliness and proper setup during peak hours.
Assisted co-workers.
Communicated with customers regarding orders, comments, and complaints.
Completed closing duties, including restocking items and closing out the cash drawer.

Reservations Sales Agent 04/2016 to 08/2016 ALASKA AIRLINES CHANDLER, AZ

Excelled in providing the highest possible customer service.
Created and changed reservations, and rewards reservations, from global customers upon request.
Assisted passengers in navigating web and mobile platforms.
Confidently conducted inbound/outbound calls and identified customer needs.
Assisted passengers in choosing desirable flights and accurately entered passenger information.
Offered Alaska Airlines credit applications upon checkout, converting customers into card-holders.

Education and Training

Certificate of Completion June, 2016 RIO SALADO COLLEGE TEMPE, AZ Airline Operations: Reservations and Ticketing Services

2014 CENTRAL ARIZONA COLLEGE

High School Diploma May 2013 FLORENCE HIGH SCHOOL FLORENCE, AZ

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Professional Summary

I have offered my extensive expertise to some of the industry's largest players assisting in leadership training and management consultancy for their group fitness departments. Included in this business consultancy are things such as program development, quality assurance, recruitment, growth strategy and overall department success.

I have also delivered over thousands educational seminars on 4 continents, trained over 10,000 group fitness instructors worldwide as well as presented at the most prestigious industry conferences in the world. This has allowed me to cultivate a natural leadership ability and I am comfortable leading a team towards a common goal.

Skills

Effective leader
Staff training/development
Consistently meet goals
Product development
Conflict resolution

Organized
Customer service-oriented
Process improvement
Public speaking talent
Leadership/communication skills

Work History

02/2017 to 10/2017

Format Expert (P90X LIVE, COREDEFORCE LIVE) Beachbody LLC – Santa Monica, CA

Design bi-monthly workout programmes
Responsible for evaluating and recommending improvements to the programs
Created Master Trainer and Instructor educational content for both formats
Create bi-monthly continuing education for format instructors
Advised on programming and music selection for the current roster of Beachbody LIVE programs.
Star in P90X and CORE DE FORCE instructor videos
Represent Beachbody at leading industry conferences

09/2015 to 02/2017

Education Strategist Beachbody LLC – Santa Monica, CA

Josef has been advising the SVP and Director team in Market penetration of the Beachbody LIVE group exercise brands. Offering his expertise from his extensive 20-year global experience. ·

Developed a strategic plan on how to successfully partner with the mayor health club brands in North America. ·
Advised on new group fitness program development including programming and music selection for the current roster of Beachbody LIVE programs ·
Advised the Director of Field Operations on strategic placement, recruitment, and training of the National Master Trainer Team ·
Advise the Director of Programming on casting talent for all group fitness bi-monthly video productions
Developed the curriculum for Master Trainer Bootcamp, Master Trainer Development Program, Master Trainer continued education/specialized education, Instructor training curriculum, and ongoing instructor education and development strategies

01/2002 to 01/2015

International Master Trainer Les Mills International – Auckland, New Zealand

International Master Trainer for BODYFLOW, BODYPUMP, BODYCOMBAT and CXWORX.
Program Coach for BODYPUMP and BODYCOMBAT.
Travelled nationally (Sweden) and internationally to set up and train management teams in Les Mills program implementation and rollout.
Traveled internationally training programs in over 30 countries in various languages, interpreters and training methods developed specifically to succeed with the individual culture.
Assisted in program design, development and quality control to ensure safety and quality of each new product.
Recruited and trained large groups in various major fitness events around the world promoting the Les Mills programs and brands with a highly select group of Master Instructors chosen globally.
Worked with teams and technical groups to set up stage, sound, lighting, and equipment at major events, trade shows and trainings throughout the world.
Assigned to implement BODYPUMP and BODYCOMBAT programs in Japan.
Assigned to launch Les Mills programs at the largest new client, 24 Hour Fitness.
Responsible for well over 1000 trainings for fitness clubs Internationally.
Consistently selected to perform at highest level training events and conferences throughout the world.
Performed in Master Training DVD's distributed worldwide.

04/2009 to 06/2015

International Club Performance Specialist LES MILLS INTERNATIONAL, INC – Aukland, New Zealand

Provided expertise assisting management and the group fitness departments with program development, quality assurance and success with Les Mills programs.
Provided strategic leadership advice to multiple upper management teams of some of the top health clubs who demanded an elevated group fitness offering for their market.

01/2008 to 01/2010

Fitness Director HAMPTONS GYM CORPORATION – East Hampton, New York

Facilitated, trained and promoted Les Mills products as well as worked with the personal training departments to streamline and organize programs and increase revenues throughout their clubs.
Responsible for maintaining a high level of standards for overall group fitness programs and increase membership base, retention, and class participation.
Develop and re-align group fitness program with enhanced programs such as Les Mills BODYPUMP, BODYCOMBAT and BODYFLOW.
Trained group fitness managers on how to attract, audition and hire new group fitness employees within guidelines and develop ongoing training programs to ensure quality control of programs.
Advised management on how to increase revenue to the clubs through the group fitness program.
Provided ongoing employee training and development to ensure high level of Group Fitness Instructors.
Evaluated and related market trends to improve existing programs and implement new classes.
Provided management and club owners with reports on industry trends in group fitness and classes.
Worked with Personal Training staff to increase client base and increase Personal Training revenues.
Developed highly successful new standards and guidelines for the company's group fitness program.
Increased group fitness participation by 50% in first 6 months after implementing BODYPUMP.
Assisted in creating new guidelines for safety decreasing member injury rates within classes.
Created a Small Group Training program, "Fight Circuit" utilizing boxing equipment together with sports performance tools.

01/2003 to 05/2005

Group Fitness Manager SATS SPORTS CLUB – Uppsala

Implemented Group Fitness marketing strategies which resulted in 5% growth of overall club membership.
Developed new process for instructor evaluations which resulted in marked performance improvements (increased class attendance by 35%).
Designed and developed successful SATS BOX (martial arts inspired group fitness program) for SATS Sports Club Chain.
Oversaw customer service inquiries and handled conflict resolution for both employees and member with positive results.
Develop new programs for continuous quality improvement of group fitness classes.
Evaluated market trends to improve existing programs and implement new classes.

01/1999 to 01/2002

Master Trainer Les Mills Baltic – Stockholm, Sweden

Lead Master Trainer for BODYPUMP, BODYCOMBAT and BODYBALANCE in Sweden.
Travelled extensively throughout Sweden training individuals in form and technique and overall class experience delivery skills.
Performed and trained large groups in various major fitness events locally and throughout the country.
Provided ongoing training and development to ensure a high level of program delivery and consistency.
Worked with club managers on promotion and marketing of programs and quarterly launches.
Assigned to train other trainers in preparation for the launching of Les Mills programs in other countries.

02/1997 to 02/2005

Front Desk Staff Manager SATS SPORTS CLUBS – Uppsala, Sweden

Responsible for all staffing, management, and supervision of front desk staff and then group fitness team on a daily basis.
Designed and developed successful SATS BOX (martial arts inspired group fitness program) for the club.
Managed and supervised a staff of over 25 employees over varying shifts.
Hired, trained and conducted orientations for all new staff members on company policies and procedures.
Oversaw staffing and scheduling of multiple shifts and departments with both full-time and part-time employees.
Handled all employee conflicts and handle counseling and terminations with proper documentation.
Provided ongoing employee training and development to ensure a high level of customer service.
Oversaw payroll, human resources, and marketing responsibilities as well filling in for General Manager as needed.

Education

1999

GED:
Bolands Skolan - Uppsala Sweden

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Highlights

Customer Service
Computer literate
Office administration and management
Multiple scheduling programs
Public Speaking
Social networking
Retail
Mentoring
Budgeting
Theater
Multi Cultural adept

Excel/Access, Word, Word Perfect, Publisher, Corel PowerPoint
Adobe, Photo Shop, etc
HootSuite, Twitter, Facebook Instagram

Experience

St. Patrick's Church August 2014 to Current Music Director
Albany, GA

Albany Community Together September 2015 to December 2015 Intern - Customer Service
Albany, GA

Habitat for Humanity - Flint River Affiliate October 2015 to November 2015 Intern - Customer Service, Social media
Albany, GA

David's Bridal August 2014 to September 2015 Customer Service Representative
Albany

Manhattan School of Music October 2005 to July 2008 House Staff Manager
New York City, New York

Digestive Disease Associates June 1991 to June 1994 Chaperon
Albany, Georgia

Manhattan School of Music October 2003 to October 2007 Assistant to Scheduling Manager
New York City, New York

Radio Shack July 2003 to October 2003 Sales Associate, Customer Service
New York City

Radio Shack December 2001 to July 2003 Key Holder, Customer Service, and Sale Associate
Albany, GA

Manhattan School of Music August 1996 to October 2001 Stage Manager
New York City, New York

Manhattan School of Music September 1995 to May 2001 House Staff
New York City, New York

Scioto Gastroenterology January 1988 to January 1991 Medical Filing Assistant
Portsmouth, Ohio

Education

Darton College 2018 Select One: Pre-Nursing/Nursing Albany, GA

Manhattan School of Music 2004 Bachelor of Music: Classical Performance New York City, NY

Affiliations

ASCP Skin Care, U.S.
Open Center, N.Y.
Kitty Kind, N.Y.
Peace of Heart Choir, N.Y.
Project Lipstick, N.Y.
Miss Plus America, U.S.
Beauty Angel, U.S.
Albany Coin Club
Audubon Society - Albany, Georgia

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Executive Summary

KEY MESSAGE Strategic, resource, and action-oriented management in operations, business planning, and quality management in the face of complex change. A collaborative leader that is able to instill business ownership throughout the organization. Operates with a strong sense of urgency and thrives in a high volume environment.

Core Qualifications

Microsoft Word, Excel, PowerPoint, Outlook, Project Manager, Visio, SharePoint, Banner (user), PeopleSoft, NetSuite OpenAir, QuickBooks

Professional Experience

CAVOK February 2015 to Current Business Management Analyst
Atlanta, GA

Responsible for project support.
Provide contract development.
Collaboratively work with Finance for analysis of contracts.

TeamSAI, Inc December 2014 to February 2015 Specialist HR and Operations
Atlanta, GA

Collaboratively works and consults with the partners and leadership team to support the mission statement and goals of the company Responsible for developing and improving new processes for organizational design and structure Monitors and screens applicants for leadership of positions that are critical to the business Provides change and process improvement within the company to help lead employees with guidance of change within the organization.

March 2014 to December 2014 Business Analyst / Project Manager

Maintains financial operating business plan for management Assist Controller and management in developing annual operating plan Responsible for Accounts Payable Responsible for payroll for employees Review, approve, and complete expense reports Provide training for new employees in relation to finance and benefits Responsible for maintaining 401k for employee individual accounts Provide strategic and project management.

DUI Task Force May 2013 to March 2014 Post Secretary
Atlanta, GA

Provides administrative functions in support of an individual(s).
Serves as job expert or organization resource in assigned areas.
Maintains confidential information.
KELLIE S.
MCWHORTER Used judgment and initiative to perform administrative duties in support of an individual employee or group of employees.
Provides customer service to the public to help obtain information and / or guidance.

KELLIE S. MCWHORTER October 2012 to May 2013 Communications Dispatcher
Newnan, GA

Customer Service Agent for Troopers and the public needing information.
GCIC Certified - Coordinated radio and data communication traffic according to established federal, state, and local rules and regulations.
Performed duties of sending, receiving, relaying, monitoring, logging, recording, reporting and interpreting emergency and non-emergency information to and from mobile units or computerized data bases; operates radio and other data transmitting equipment.

A & S Road Mechanics, Inc June 2012 to October 2012 Administrative Assistant
Douglasville, GA

Administrative duties as follows: filing, invoicing, billing for customers, any other duties as needed.
Helping husband's business while looking for full time employment with health benefits.

Zodiac Services Americas March 2012 to June 2012 ISO / Lean Manager
College Park, GA

Led Lean assessments in 4 U.S.
locations, conducted gap analysis of employee knowledge and skill in applying lean methodology.
As a result, actions were identified to close gaps and improve processes Facilitated and taught employees the concepts of cause and effect.
Facilitated and participated with employees Continuous Improvement activities.
Used Lean tools to align ZS's CIP, ZSU's KPIs and AS9110A and AS9120A ISO standards.
Responsible for implementing process improvement initiatives, specifically; coordinating with Sr.
Management by defining, implementing and monitoring process improvement initiatives to ensure KPI's and ISO standards are being met / achieved.
Recommended and managed product and process continuous improvement activities within the Zodiac Services Americas (i.e.
facilitated and participated in Kaizen, Value stream mapping, 5S).

Delta Air Lines, Inc January 1988 to January 2012 General Manager
Atlanta, GA

Operations Control March, 2011 January, 2012.
Supervised staff of 17 employees and 13 contractors supporting 500+ employees within Operations.
Control Division; oversaw $480M operating budget.
Drove annual divisional operating plan, aligning goals with corporate objectives, facilitating senior leadership strategic planning session, and tracking monthly performance against goals; met all plan metrics including customer service, employee productivity, finance, and operations.
Managed renovation of Incident Briefing Conference Room with latest in communication technology to link parties across the globe in case of catastrophic operational event; applied project management skills delivering $480K+ budget, $20K below $500K approved capital budget.
Delivered Business Continuity Plan for corporation to mitigate risk of interruption to operation due to major technology failure, facility and/or personnel loss, and supply chain stoppage.
Delivered monthly tracking and analysis results of airline's performance in area of reliability for seven (7) business units, resulting in informed decisions at senior executive level and improved reliability of operations.

January 2009 to January 2011 Business Unit Manager

Managed consolidation of Operations Control Center facilities during merger of world's largest.
airline, within $8.3M budget and without interruption to airline operation.
Directed technology support for division's work stations achieving operational consistency and guaranteeing zero interruptions.
Developed process for administering newly implemented Employee Recognition Program to ensure fairness and promote employee motivation to perform and engagement with company.
Built formal, structured mentoring program developing future leaders through action learning projects, exposure to senior leaders, and broad education of airline's operation.
Acknowledged as highly desirable program for future participants and effective for program graduates.

January 2004 to January 2005 Staff Manager

Operations Planning, Control and Reliability 2006 2008.
Served as project manager to drive Operations Control Center's contributions in completing single operating certificate requirements during airline merger.
Black Belt, Operations Planning, Control and Reliability 2005 2006.
Trained and mentored continuous improvement teams from various departments, supporting achievement of 3 Green Belt certifications.
Established business case applying Black Belt methodology to improve aircraft and crew productivity through removing variability in aircraft scheduled vs.
actual block time, estimated to save over $50M/year.

January 2001 to January 2004 Staff Analyst

Part of team as first airline work area in OSHA history to be recognized with their Voluntary Protection Program (VPP), for demonstrating excellence in occupational health and safety.
Produced weekly performance report including headcount, aircraft damages, on-the-job injuries, and training compliance to drive continued safe maintenance operations through accountability.

Education

University of West Georgia Masters of Business Education Carrollton, GA

University of West Georgia MBA Carrollton, GA

Clayton College and State University BA: Business Administration Management Morrow, GA Business Administration Management

Affiliations

University of West GA Atlanta Professionals MBA Women International Delta Epsilon Iota Academic Honor Society 5

Certifications

Skills

Accounts Payable, Administrative duties, administrative functions, benefits, billing, budget, Business Case, business plan, Continuous Improvement, continuous improvement, contracts, Controller, CPR, Customer Service, expense reports, filing, Finance, financial, Human Resource Management, invoicing, ISO, Leadership, logging, Managing, Mentoring, Excel, Outlook, PowerPoint, SharePoint, Microsoft Word, works, Monitors, occupational health and safety, Operations Management, organizational design, payroll, PeopleSoft, Performance Analysis, personnel, positioning, processes, improve processes, process improvement, Project Management, project management, QuickBooks, radio, receiving, recording, renovation, reporting, Six Sigma, strategic, Strategic Planning, structured, supply chain, Visio

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