Proactive and Deductive Reasoning Gathering Data- Created spreadsheet for employees to log membercomplaints with corresponding date and related department- Data presented to Marketing Director regarding websiteresulted in website improvements for pool and classschedules Programing- Introduced, and currently planning Program Expo as ademonstration of what the YMCA offers- Will collect market research on what the community is lookingfor in programs and find volunteers to teach Break System- Implemented a break system based on the shift length- Some employees also work full-time jobs elsewhere, I wantedto give them some time to mentally recover- Reduces phone usage at the front desk because it gives theman allotted time to use their phone Terms and Conditions- I noticed specific information unknown to members thatneeded to be conveyed to decrease our liability.HR Manage employee hours and complete Payroll Interview and review resumes Plan and execute new employee orientations Call references to assess applicant’s character and fit for the position• Created training sessions for onboarding, and refreshing skills for current employeesEmployee Relations Organize team-building outings to facilitate employee interactionand strengthen relationships across our two locations, fosteringcollaboration and camaraderie- Our downtown location employees were feeling ostracized;and there was a negative atmosphere among the mainlocation employees regarding each other. Implemented a “One-Shift coverage” recognition program- Employees who met expectations and performed their job asdirected would receive one free shift coverage from myself- I wanted to show that I care about my employees, andappreciate their work- Encourage productivityConfidentiality I have access to sensitive financial and personal information. I discussany sensitive information strictly with the associated member,employee, or appropriate HR Director.

Leadership and Adaptability Assumed Membership Director duties for 6-months while directorwas on FMLA, including team scheduling, team meetingpreparations, assisting the Membership Operations Director,interviewing, onboarding, account cancellations, covering shifts, andresponding to both member and employee communications Established and updated comprehensive front desk resource bindersto keep staff informed about activities across various departments.These binders serve as a central hub for accessing information,empowering employees to navigate queries independently, andfostering a greater sense of belonging within the company.- The front desk must know a little about a lot. Any and allupdates were being lost in our communication platform.- New employees needed something to reference when theircolleagues were helping other members.- Serves as a refresher for uncommon processes such as citypayroll deduct Organized and redeveloped locker rental system due to its lack ofstructure- Increased monthly revenue after acquiring 20 new lockerrentals within the first four months of revisionCommunication and Personability Went outside my duties to aid elderly members in joint calls forinsurance enrollment and explanation of benefits, and extendedsupport to non-native English-speaking members through translationsoftware- Potential and current members would have to wait forsomeone who speaks their language to receive help. Thiscould mean waiting a few days. Language barriers should notstop anyone from receiving the help they need. Acted as first responder for member related issues, both in-personand electronically with Outlook. Relayed positive and negative feedback from members tocorresponding departments via email and discussion-basedmeetings.

Prioritization Example: The phones were ringing non-stop, we had a line ofmembers wanting to check-in, non-members wanting to purchase aday-pass or sign-up for a membership, and a woman was having astroke.- I first called the police, and let everyone know my colleagueand I had a life-threatening emergency we needed to assistwith.- I radio-ed for any available YMCA employees to report to thelocation of the emergency- Once I knew there were ample hands-on deck for the woman,and knowing the police were on their way, I headed back tothe front desk- I directed anyone who is already a member to scan their cardand enter the facility. I directed any member from anOUTSIDE YMCA to enter the facility, but to return to the deskafter their workout to scan their card- I took care of those signing-up for a membership whilesimultaneously entering guests into our system on a separatetab- I made call backs to those who had called during that timeDeductive Reasoning and Efficiency Master Key Sign-Out Sheet, Nationwide Member Access List, andLost and Found list via Excel- The Master Key would consistently go missing withoutknowing who last had it; key has not been lost since- Sticky notes covered the computers listing manually verifiedNationwide Members, and lost and found items. To declutterand reduce the potential of losing the information, I createdan electronic nationwide member sheet, and lost and foundsheetCustomer Service Answered member and non-member queries in—person and over thephone Entered new memberships following YMCA procedures in our POSsystem Played Pickleball and took classes with members for furtherengagement Deep cleaned lobby area to help short-staffed Facilities Department