• Contributed to an increase from 38.43% to 66.32% show to close ratio for the sales team, by conducting a comprehensive analysis of customer demographics and purchasing behaviors and launching the strategic initiative to simplify sales offerings to increase conversions.• Provide business intelligence to executive and club leadership, simplifying daily, monthly, and annual performance data analytics through the use of dashboards and standardized reporting.• Serve as the system administrator for 75-130 employees, across multiple channels including CRM, HRIS, ATS, GSuite, Smartsheet, Ringcentral, LMS, NPS, and more.• Operate as integrator, facilitating 100+ meetings with various departments, including marketing, sales, operations, programs and services, human resources, customer service, and leadership, resulting in seamless cross-functional operation.• Implemented a company-wide Learning Management System (LMS) platform with a 96% adoption to completion rate, providing self-guided training for all employees on sales, services, marketing, management, and front desk operations.• Administer payroll and benefits semi-monthly, ensuring correct and 100% on-time payment for all employees, including hourly, salary, commissions, bonuses, PTO, deductions, reimbursement, insurance, and 401k contributions.• Manage the Member Services Department, maintaining a company-wide Net Promoter Score (NPS) rating of 76 and successfully keeping attrition below target.

• Led the conversion of a new CRM and billing platform, overseeing the successful migration of 80,000 accounts and $4.4M recurring revenue, affecting all business operations.• Designed and implemented self-service waiver kiosks and QR waivers that reduced administrative workload, contributing to overall company productivity by reallocating human capital resources.• Implemented auditing standards for all new consumer agreements, achieving a 99% compliance rate, and ensuring adherence to industry regulations and company policies.• Facilitated new hire and continuous training to all employees on software functions specific to roles and responsibilities.

• Increased contacts on delinquent accounts by 166% by implementing automated email and SMS campaigns.• Maintained a 99.2% collection rate for scheduled payments through live telephone calls, email communications, and SMS.• Developed a customer loyalty program that resulted in a 25% increase in customer spend for opt-ins and increased member retention.• Reduced billing errors and member complaints related to account change requests by implementing an online, time-stamped form with papertrail in lieu of paper documentation.• Awards: MVP (2016)