John Rowan
San Francisco
Summary
Assistant General Manager with a strong focus on staff management, operations, and customer service. Proven ability to enhance member satisfaction and drive sales through strategic implementation.
Overview
10
10
years of professional experience
Work History
Assistant General Manager
FITNESS SF - SOMA
10.2021 - Current
- Collaborated with the General Manager to develop and implement operational strategies for enhanced member satisfaction.
- Collaborated with the General Manager and Sales Representative to meet monthly sales goals
- Hired, trained and mentored Customer Service Representatives of the front desk on customer service.
- Analyzed member feedback to identify areas for service improvement and implemented solutions.
Customer Service Manager
FITNESS SF - Castro
03.2021 - 10.2021
- Responsible for membership and personal training sales.
- Assisted AGM and GM with the management of the front desk Customer Service Representatives.
- Responsible for the customer service function of the gym; respond to members and prospective member inquiries; provide accurate and thorough information about all services and programs offered.
Customer Service Representative
FITNESS SF - Mid Market
04.2018 - 03.2021
- Responsible for membership and personal training sales.
- Assisted AGM and GM with the management of the front desk
Customer Service Representatives. - Responsible for the customer service function of the gym; respond to members and prospective member inquiries; provide accurate and thorough information about all services and programs offered.
- Assisted with the temporary reopening of the facilities during the 2020 pandemic, ensured Mid Market followed all health and safety standard implemented at the time, ensured staff and members abided all policies implemented due to the pandemic.
Personal Trainer
FITNESS SF - SOMA
04.2017 - 04.2018
- Developed personalized fitness programs tailored to individual client goals and needs.
- Educated clients on proper exercise techniques and nutrition for optimal performance.
- Monitored client progress and adjusted training plans to ensure continuous improvement.
- Conducted group fitness and educational classes for the Harbor Lights Live Fitness programme.
Customer Service Representative
FITNESS SF - SOMA
08.2016 - 04.2017
- Resolved customer inquiries through multiple communication channels, delivering exceptional service and support.
- Streamlined complaint resolution process, enhancing customer satisfaction.
- Trained new staff on company policies and customer service protocols, fostering a collaborative team environment.
- Assisted sales and management with tours of the facilities for prospective members.
Education
High School Diploma -
Tamalpais High School
Mill Valley, CASkills
- Staff management
- Facilitation of membership and personal training sales
- Operations management
- Staff development
Timeline
Assistant General Manager
FITNESS SF - SOMA
10.2021 - Current
Customer Service Manager
FITNESS SF - Castro
03.2021 - 10.2021
Customer Service Representative
FITNESS SF - Mid Market
04.2018 - 03.2021
Personal Trainer
FITNESS SF - SOMA
04.2017 - 04.2018
Customer Service Representative
FITNESS SF - SOMA
08.2016 - 04.2017
High School Diploma -
Tamalpais High School