Heather M. Email & Phone Number

Crystal Lake, Illinois

- Led multiple revenue concept-to-launch residential and commercial projects and ensured BillingOperations, Practice Operations, Resource Allocation, and Analytics for major utility companiesnationwide.- Monitored, reported, and collaborated with other teams to ensure timely completion of projectrequirements.- Served as single point of contact for multiple projects.- Managed and monitored project plans to ensure adherence to project schedules.- Built and directed talented teams of local and remote logistics personnel, coordinators, field personnel and call center personnel.- Communicate status of projects regularly, and build contingency and mitigation plans, effectivelyanticipating, identifying, and resolving roadblocks.- Defined metrics and established effective project controls.- Evaluated methods of undertaking and completing projects for efficiency gains or process improvement.- Ensured products met or exceeded client expectations. Excelled at gathering feedback and requirements; communicating needed changes to development team; and overseeing seamless, high-quality rollouts to on-time and on-budget conclusion.

Crystal Lake, Illinois

- Successfully led key projects resulting in the start-up of two new franchise locations, including research and purchase of equipment, facility design and build outs, recruiting and training of staff, and set up of retail area.- Formalized operational systems and procedures by developing and introducing employee handbook, detailed job descriptions and work-flow plans.- Managed operations, including hiring, coaching and mentoring team of sales and fitness representatives.- Collaborated with staff to maximize customer satisfaction, streamline procedures and improvebottom-line profitability.- Drove monthly sales goals for membership, personal training and club retail, and developed andimplemented sales incentives for staff.- Strategized long-term business needs while generating guest relations feedback for processimprovements.

Palatine, Illinois

- Led Guest Services and wellness programming teams to improve productivity and performance through hands-on coaching in order to achieve company objectives for 8,000+ member hospital-based recreation center.- Handled recruitment, training, scheduling and supervision of 60+ staff members, including top level fitness/wellness instructors, adding depth and talent to a highly skilled team.Responsible for development and adherence to annual budget for both Guest Services Team and programming operations.- Proposed and developed new programming ideas and special features to drive audience engagement.- Monitored program performance, gathered data and drafted reports to inform senior management.- Planned and executed club 5K event, hosting 500 athletes and 150 volunteers each year, encompassing all aspects of fundraising and sponsorship, marketing, recruiting, and working directly with CARA and city officials.- Assisted in the design and development of Centegra Health Bridge Huntley.- Instrumental in hiring and training of full-time staff, development of budgets, and the research and purchase of equipment for Centegra Health Bridge Huntley location.- Assisted with research, set-up, testing, training and implementation of both the registration software and online program registration systems.- Successfully led committee towards improvement of in-house communication tools and guidelines for 300 staff.- Acted as liaison for multiple company-wide organizations, including Centegra Physician's Group,- Appointed member of Centegra Community Benefits and Wellness Committee, and the Associate Wellness Work Group.- Planned and conducted staff meetings to brainstorm new ideas and deliver program and milestone updates.