Brett Johnson Email & Phone Number

Ann Arbor, Michigan, Us

Ann Arbor, Michigan, Us

Ann Arbor, Michigan, Us

Ann Arbor, Michigan, Us

Ann Arbor, Michigan, Us

Charleston, South Carolina, Us

• Communicated with clients via phone, email, and chat to discuss and resolve any program questions or issues.• Thoroughly researched client requests and concerns to determine the best possible solutions in a timely manner while balancing communication among clients, research, and internal program maintenance.• Preserved an overall positive customer experience by controlling and managing escalated cases.• Created, edited, and published detailed articles discussing all program processes. • Identified and rectified errors in report setup, data entry, and program functionality to ensure operational efficiency.• Provided onboarding assistance, performed troubleshooting for program errors, and identified opportunities to streamline numerous client-specific processes. • Consistently exceeded performance goals and received positive customer feedback, rapidly advancing to successfully support additional products while working with multiple teams simultaneously.

• Collaborated with the Health and Wellness Director to develop new member programs, generating projections for program enrollment using previous years’ data and trends.• Managed and supervised a team of 12 Personal Trainers and Instructors, facilitating and scheduling communication between them and their clients.• Accurately maintained the client database and corresponding transaction records for monthly reporting.• Increased monthly sales and stabilized a previously faltering retention rate by quickly connecting with clients, analyzing market trends, and anticipating client needs.

• Introduced new members to the facility and demonstrated proper use of equipment while building relationships and resolving problems, employing expert YMCA knowledge to earn recognition as an outstanding brand ambassador.• Trained new staff members on daily tasks, policies, and procedures and regularly reviewed and updated all Wellness Floor documents to ensure accuracy and quality.• Organized and managed the supply inventory for the Health and Wellness department.