ERIC FARRUGIA

• Resolved escalated client complaints, account issues and concerns
• Personalized Services and customized options to meet individual customer needs
• Audited all daily transactions, club supply levels and club maintenance requests and orders
• Training of Front Desk & Sales staff on customer service and conflict resolution
• Daily client engagement and rapport building both in person and via phone call
• Scheduling and Payroll Administration of Sales and Customer Service staff
• Built connections and nurtured client and business partners relationships
• Facilitated booking of appointments through phone, email and supervision of staff appointments bookings and confirmation calls.

*Temporary position until new Assistant General Manager position opened*

• Daily client engagement and rapport building both in person and via phone call
• Manage and maintain record-keeping system for tracking customer information
• Schedule and confirming personal and co-worker calendar appointments for various club services via phone call and email
• Optimized daily calendar for optimal appointments and administrative work
• Helped clients reach fitness objectives using deep and comprehensive facility and product knowledge
• Resolved sales issues promptly while coordinating with other departments

*Landlord did not renew lease and forced closure of gym location. Responsibilities varied due to Covid*

• Trained and guided Front Desk and Sales team on maintaining high levels of customer service, productivity & improved performance metrics
• Resolved escalated client complaints, account issues and concerns
• Daily client engagement and rapport building both in person and via phone call
• Scheduled employees for shifts, taking into account customer traffic and employee strengths (during covid restrictions)
• Developed and implemented policies and procedures to improve customer service and satisfaction
• Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement during Covid restrictions
• Developed, inputted, and proofed detailed client information for accurate and reliable tracking.

• Manage and maintain record-keeping system for tracking customer information
• Daily client engagement and rapport building both in person and via phone call
• Schedule and confirming personal and co-worker calendar appointments for various club services via phone call and email
• Optimized daily calendar for optimal appointments and administrative work
• Helped clients reach fitness objectives using deep and comprehensive facility and product knowledge
• Resolved sales issues promptly while coordinating with other departments

• Welcome clients at reception desk and addressed their needs utilizing comprehensive knowledge of company products and services
• Scheduling and rescheduling appointments, recording messages in a timely manner
• Audited all daily transactions, club supply levels and club maintenance requests and orders
• Enhanced productivity levels by anticipating needs and delivering outstanding support
• Trained new customer service co-workers