Summary
Overview
Work History
Education
Skills
Timeline
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Timothy Cosma

San Diego

Summary

Dedicated and client-focused professional with extensive experience in cultivating strong client relationships and driving customer engagement strategies. As an Assistant General Manager at Plus One, an Optum Company, I have successfully enhanced customer satisfaction and retention while contributing to significant revenue growth through operational excellence and strategic problem-solving. Adept at leveraging CRM tools and implementing innovative lead generation strategies, I am committed to ensuring seamless client experiences, delivering measurable results, and fostering long-term partnerships.

Overview

7
7
years of professional experience

Work History

Assistant General Manager

Plus One, an Optum Company
07.2023 - Current
  • Managed corporate accounts, ensuring customer satisfaction and retention
  • Fostered strong client and customer engagement to drive long-term relationships
  • Oversaw client support services, ensuring timely and effective resolution of issues
  • Analyzed and reported key metrics to clients, providing insights and performance updates
  • Built and maintained vendor relationships, managing service delivery and performance
  • Led team coordination, overseeing responsibility delegation and performance monitoring
  • Organized and executed regular team meetings to drive collaboration and productivity
  • Forecasted and managed budget allocations to ensure financial efficiency
  • Developed and executed marketing strategies to enhance brand visibility and customer acquisition
  • Drove lead generation efforts and maintained CRM systems to support sales objectives
  • Managed company-wide email communication to ensure consistency and clarity
  • Utilized help desk ticketing system to streamline issue resolution and improve response times
  • Directed the group fitness and personal training departments to ensure high-quality service delivery
  • Managed corporate employee wellness programs to promote employee health and well-being
  • Administered employee payroll, ensuring accurate and timely compensation processing
  • Conducted annual employee reviews, providing constructive feedback and development plans
  • Processed purchase orders and invoices, ensuring accuracy and timely payment

Operations Director

Plus One, an Optum Company
11.2021 - 07.2023
  • Processed invoices with accuracy, ensuring timely and efficient payment cycles.
  • Created purchase orders, maintaining procurement efficiency and cost-effectiveness.
  • Administered employee payroll, ensuring timely and accurate compensation.
  • Led onboarding processes for new employees, ensuring smooth integration into the company.
  • Assisted in budget coordination, contributing to financial planning and resource allocation.
  • Ensured site-wide operational excellence by monitoring and optimizing daily processes.
  • Sourced project bids and negotiated contracts with vendors to ensure cost-effective agreements.
  • Managed coordination of recurring services through vendors, ensuring service continuity and quality.
  • Maintained an electronic organizational system for facility operations, ensuring streamlined workflows.
  • Optimized CRM systems to improve customer relationship management and sales efficiency.
  • Updated and created Standard Operating Procedures (SOPs) to streamline operations and ensure consistency.
  • Assisted in leading team meetings, fostering communication, and promoting collaborative efforts.
  • Oversaw inventory management, ensuring accurate tracking and timely replenishment.

Member Service Specialist

Plus One, an Optum Company
03.2019 - 11.2021
  • Managed incoming phone calls and responded to company emails, ensuring timely communication and customer service.
  • Greeted members during check-in and managed reservation processes for a seamless experience.
  • Led member engagement events, enhancing member satisfaction and retention.
  • Provided assistance with members' fitness needs and addressed various inquiries to promote a positive experience.
  • Managed monthly membership renewals and cancellations, ensuring smooth transitions and continued service.
  • Maintained up-to-date payment records on member accounts to ensure financial accuracy.
  • Oversaw inventory management, ensuring stock levels were maintained and replenished as needed.
  • Processed orders efficiently, ensuring timely and accurate fulfillment.
  • Drove membership sales efforts, contributing to overall growth and customer acquisition.
  • Utilized ZOHO CRM to track and manage new member leads, enhancing conversion rates.
  • Conducted facility tours and provided detailed membership information to prospective members.

Intern

Plus One, an Optum Company
09.2018 - 12.2018
  • Developed educational content for the monthly newsletter, enhancing member engagement and providing valuable insights.
  • Compiled and reported facility performance metrics to the General Manager, supporting data-driven decision-making.
  • Assisted in the creation of profit and loss statements, contributing to financial analysis and budgeting efforts.
  • Supported the design and implementation of corporate wellness programs, fostering employee health and well-being.

Volunteer

San Diego State University
02.2018 - 05.2018
  • Supported individuals with disabilities by assisting in program design and personalized goal setting to ensure progress and success.
  • Monitored client progress, providing guidance and adjustments to achieve optimal outcomes.
  • Maintained comprehensive and accurate records on a digital platform to track client achievements and needs.

Education

Master of Science - Health & Wellness Management

University of Wisconsin - Green Bay
Green Bay, WI
05-2025

B.S. - Kinesiology

San Diego State University
01.2018

Skills

  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • CRM – Zoho
  • CRM – vCita
  • Outlook Mail
  • Microsoft Teams
  • Google Sheets
  • Qualitative and Quantitative Research
  • Data analytics
  • Team Management
  • Client Facing
  • Communication
  • Organizational Skills
  • Detail Oriented
  • Operational Efficiency
  • Time Management
  • Problem Solving
  • Critical Thinking
  • Multitasking
  • Customer Service
  • Administrative Skills
  • Project/Program Coordination
  • Purchase Orders
  • Invoice Processing
  • Help Desk Ticketing
  • Payroll - UKG

Timeline

Assistant General Manager

Plus One, an Optum Company
07.2023 - Current

Operations Director

Plus One, an Optum Company
11.2021 - 07.2023

Member Service Specialist

Plus One, an Optum Company
03.2019 - 11.2021

Intern

Plus One, an Optum Company
09.2018 - 12.2018

Volunteer

San Diego State University
02.2018 - 05.2018

B.S. - Kinesiology

San Diego State University

Master of Science - Health & Wellness Management

University of Wisconsin - Green Bay

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Timothy Cosma