Denise Williams
Cochrane,AB
Summary
I have spent the last 10 years within the spa and massage industry. I am now seeking a career change where I can work remotely in a full-time entry-level position such as data entry, writing and proofreading, or general administration.
My key strengths include relationship building, customer service, excellent telephone manner and typing speed of 65 wpm, and excellent writing and proofreading skills. I also have familiarity working with Microsoft Office and Apple Mac computers.
I am hard-working by nature and I am hoping for a position that will allow me to work independently as I am very self-motivated and task oriented.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Registered Massage Therapist
Natural Balance Therapies
11.2019 - Current
- Addressed mobility limitations and generalized pain originating from muscle tightness through deep tissue massage techniques.
- Reduced or eliminated muscular stress and tightness through Swedish massage, implementing variety of stroke lengths, rhythms, and intensities to optimize relaxation.
- Used essential oils to add aromatherapy element to massage sessions, maximizing stress relief, and relaxation effect.
- Applied principles of trigger point therapy to diagnose and address pain transferred from muscular stress or tightness.
- Maintained client treatment records and designed long-term care programs for return customers
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets
- Maintained clean and professional massage therapy environment with stringent adherence to sanitization protocols
- Utilized massage techniques to address diverse needs with deep tissue, therapeutic and sports massage
- Developed knowledge of anatomy, physiology and pathology to supplement massage training
- Monitored client progress and adjusted massage techniques to best meet individual needs
- Educated clients on benefits of massage therapy and importance of self-care
- Communicated with clients to discuss medical history, lifestyle and massage treatment goals
- Created marketing advertisements to increase awareness of services and boost sales
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments
- Grew sales with great work ethic, individualized beauty care plans and positive attitude
- Collaborated with other healthcare professionals to develop treatment plans
- Utilized hot stones, aromatherapy and other therapeutic treatments
- Provided treatment for medical conditions and injuries through therapeutic massage
- Assessed clients carefully to determine massage needs and potential problems due to individual physical conditions
- Researched new massage techniques and treatments
- Analyzed postural assessments and range of motion
- Maintained accurate and up-to-date client records
- Assessed guest needs and identified muscle issues, medical conditions, and contraindications before beginning session
- Increased customer base by 50% and cross-promoted to other practitioners
Business Owner/Operator
Banff Avenue Bliss Massage Studio
03.2014 - 11.2018
- Oversaw end-to-end business processes to maintain proficiency and profitability.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Served as primary point-of-contact with suppliers and contractors to achieve inventory expectations.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Monitored staff performance, providing final-say assessment over inquiries.
- Employed prompt decision-making and in-depth research to resolve issues.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals. Increased revenue by 22% in second year through marketing and adding new skills
- Spearheaded business-related aims to meet tactical planning initiatives.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- 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.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Grotto Spa Manager
Delta Banff Hotel
11.2007 - 02.2014
- Greeted spa guests warmly to create positive first impression of establishment.
- Maintained front desk workstation by keeping it clean and organized.
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Maximized efficiency through time management and staff supervision to boost productivity.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Utilized promotions, print and digital marketing to attract new clients.
- Led spa tours for new members to familiarize guests with services provided.
- Recorded product sales into spa's weekly income report.
- Worked with suppliers to identify cost savings opportunities resulting in 12% reduction in expenses.
- Diversified service offerings with integration of Jane Software and Apple technologies and over $5,000 in new equipment.
- Recommended spa treatments and services, boosting sales and bringing in new clientele.
- Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
- Oversaw calendar to manage team schedule and keep shifts appropriately staffed.
- Trained and supervised spa staff on best practices, sales techniques and customer service.
- Inspected salon stock, identifying shortages, replenishing items and maintaining consistent spa inventory.
- Developed and implemented marketing and promotional strategies to increase awareness of spa and attract new customers.
- Generated reports to track spa performance and make recommendations for improvement.
- Conducted regular staff meetings, informing team members of new spa services and policies.
- Managed expenses and controlled costs through proper spa budget development and monitoring.
- Conducted internal audits of spa finances and completed basic accounting functions to maintain accurate records.
Outbound Sales Representative
Block Parents Of Canada
01.2006 - 04.2006
- Made between 30 and 50 cold calls per day resulting in client base growth by 25%.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Educated customers on product and service benefits, explaining features and answering questions.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Made average of 35 outbound and inbound calls per day.
- Utilized sales techniques to build customer interest and close sales.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Developed extensive knowledge of product to better assist customers.
- Overcame objections using friendly, persuasive strategies.
- Collaborated with marketing teams to develop and execute promotional strategies.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Implemented upselling techniques to increase revenue and move product.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Provided information about available products and services, membership details, and purchase advantages.
- Set up appointments with interested customers according to schedule availability.
- Attained $2500 in sales targets on monthly basis.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Opened new accounts and documented personal, demographic, and payment information in system.
Education
Some College (No Degree) - Recreation Leadership
Canadore College of Applied Arts And Technology
North Bay, ONMassage Therapy Institute - Massage Therapy
Mount Royal University
Calgary, AB09.1997
Skills
- Professional Ethics
- Interpersonal Skills
- Strong Manual Dexterity
- Physical Strength
- Effective Communications
- Relationship Building
- Cash Handling
- Medical Terminology
- Team Collaboration
- Appointment Scheduling
- Sales and Marketing
- Client Information and Education
- Pressure Points
- Cash Handling
- Medical Terminology
- Team Collaboration
- Acute and Chronic Pain Management
- Email and Phone Etiquette
- Staff Training
- Massage Demonstration
- Treatment Planning
- Administrative Support
- Customer Needs Assessment
- Front Desk Management
- Marketing Strategies
- Calendaring Software
- Cupping Therapy
- Client Relations
- Customer Invoicing
- Product and Service Promotion
- Special Events
Languages
English
Native or Bilingual
French
Professional Working
Certification
CERTIFICATIONS:
First Aid and CPR Certification
MFR Certification -Full Body
MET Certification
Positional Release Certification
Active Isolated Stretching Certification
Soft Tissue Release (STR) Certification
Myofascial Cupping Certification
OTHER SKILLS:
Familiarity with Apple Mac Computers
Typing speed of 65 wpm
Microsoft Office
Excellent Telephone Manner
Skilled in Telemarketing
Excellent Written and Verbal Communication Skills
Record Keeping and Filing Experience
Extensive Customer Service Experience
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The mind is everything. What you think, you become.
Gautama Buddha
Timeline
Registered Massage Therapist
Natural Balance Therapies
11.2019 - Current
Business Owner/Operator
Banff Avenue Bliss Massage Studio
03.2014 - 11.2018
Grotto Spa Manager
Delta Banff Hotel
11.2007 - 02.2014
Outbound Sales Representative
Block Parents Of Canada
01.2006 - 04.2006
Some College (No Degree) - Recreation Leadership
Canadore College of Applied Arts And Technology
Massage Therapy Institute - Massage Therapy
Mount Royal University