Marciana S. Email & Phone Number

Auckland, New Zealand

• Creating engaging and effective learning content and materials using adult learning principles.• Collaborating with subject matter experts to identify training needs, develop tailored learning interventions, and implement robust plans to enhance business capability.• Developing learning content, process maps, and materials to support the successful implementation and sustainability of projects and business initiatives.• Reviewing and evaluating learning content and assessing the effectiveness of development initiatives post-implementation to ensure knowledge retention, relevance, and continuous improvement.• Management and coordination of ‘Management and Leadership’ training and development programs and events.• Ensuring learning management systems are up to date, generating reports, and providing training and support to team members on platform navigation and functionality.

Key Responsibilities:• Management and coordination of training and development solutions, programs and other training events within the learning management system and team member engagement platform.• Running regular reporting from the platforms to analyse engagement and learning trends within the business and ensure a robust process and cadence of reviewing all learning material is undertaken.• Supporting the development of learning content and other supporting materials, and assisting with content creation of engaging learning activities.

(Contracted through Cultivate recruitment agency on a 2 month temporary contract which was extended to 3 months)Key Responsibilities:• Specialist on a company-wide Human Resources and Compliance project. This project required the review of all employee documentation to check validity and compliance with the company and Ministry of Education requirements, as well as organising the documentation into a new online system.

Auckland, New Zealand

Key Responsibilities:• Operations: Facility & building maintenance, managing relationships & contracts with current suppliers and overall smooth running of the office.• Procurement: Managing current services to the office as well as maintain all office supplies. • Administration Support: Providing timely, accurate and high-quality administrative services to a range of managers and staff as required.• Front of House Duties: Answering emails, calls and assisting all guests and contractors.

Key Responsibilities:• Help troubleshoot customer issues, provide guidance on how they could utilize the software more efficiently, discuss relevant information about the product and provide software help documentation.• Handle customer calls efficiently to manage call volume/numbers. • Manage and respond to tickets submitted via the customer portal. • Complete full investigations, including testing, of customer/software issues where required and raise for escalation through the appropriate channels as required.• Host regular webinars with customers on specialized topics to resolve existing issues or to provide product training.• Provide training and support to new team members through a buddy system.• Contribute to the company help documentation and knowledge base as necessary.

Auckland, New Zealand

(Part-time role worked alongside my full-time roles during the same period).Key Responsibilities:• Lead and deliver pre-designed workouts to members, ensuring safety of the participants regarding heart rate and exercise technique.• Support the team and help retain current clientele by building regular attendance and complete client consultations.

(Employed on a 5 month Fixed Term Contract and then was offered a Permanent Employment Contract).Administrative lead for allocated portfolio of sports to facilitate opportunities for inter-secondary school sport for our 110 member schools and 100,000 students.Key Responsibilities:• Ensure administrative tasks for all allocated sports are executed efficiently and in line with the College Sport Auckland Bylaws• Work closely with Relationship Managers to clarify specific responsibilities for each allocated competition• Competition administrative task include but are not limited to; creating/amending entry forms, competition information and draws, monitoring results, booking venues and order equipment• Prepare invoicing of entry fees for all allocated sport portfolios• Developing and managing relationships with school sports coordinators, venue controllers, Regional Sporting Organisations and other delivery partners• Attend and support sporting events as required• Initial contact for College Sport enquiries• General admin support to Relationship Managers and CEO, such as organising meetings, taking meeting minutes, etc. as required

Auckland, New Zealand

(Part-time role worked alongside my full-time roles during the same period).Key Responsibilities:• Lead and deliver pre-designed workouts to members, ensuring safety of the participants regarding heart rate and exercise technique.

(Contracted through Madison recruitment agency on a 4 month temporary contract and received 2 extension periods.)Key Responsibilities:• Initial contact for Sports Parks booking services/enquiries• General administration and management Sports Park booking services working cross functionally with other departments• Booking and processing of park events/activities including: setting conditions/permissions of use, securing/releasing bonds and invoicing arrangements• Managing the booking system and ensuring it is accurate and up to date• Collating and analysing booking information and preparing reports• Developing and managing relationships with key stakeholders (internal and external)• General admin support

Auckland, New Zealand

(Contracted through University of Auckland talent and recruitment team on a 3 month temporary contract that was extended)Key responsibilities• Managing communication between clients and customers for all events• Sourcing and booking event venues• Coordinating venue set-ups, including hiring necessary equipment and liaising with suppliers• Providing support in the marketing and promotion of the events, including event signage and info pack creation• Maintaining a good relationship with clients and customers• Updating the event registration and records for clients and in-house database• Review and analyse event data and outcomes• Contribute to event planning and design processes• Ownership of small scale events• AEM Editor for team specific webpages

Les Mills Fund for Children (LMFC) is a charitable fund administered by DM Thomas Foundation for Young People. LMFC works with carefully selected organisations who share our values and have the resources available to help children and the project group focused working on hosting/supporting projects and events that raise donations so we can offer grants to other charitable projects within the UK.As project leader I worked closely with DM Thomas Foundation for Young People working towards:• Increasing awareness of LMFC • Support fundraising events for LMFC• Working with the governing body to offer a minimum of 1 x grant per quarter to a charitable organisation• Hosting a minimum of 2 x big events each year• Gaining sponsorship• Maintain the websiteDuring my time in the role we were able to approve over £20k of grants to a number of charitable groups and schemes including; Scottish Sports Futures, Greenhouse Sports, North Tyneside Disability Forum, Bradford PHAB Club, Snow Camp and Cyclist Fighting Cancer.

Instructor Experience Events• Organisation and planning of quarterly instructor experience events (Quarterly Workshops)• Organisation, planning and running of new LMUK regional instructor events (Tribal Gatherings) focused on instructor engagement and development• Reach a profit margin across quarterly instructor experience events as agreedBusiness Planning• Monitor the uptake on live instructor experience events and react to ensure demand is met• To ensure instructor events support the growth of instructors and licenses in line with business plans, minimizing costs and maximizing efficiencies • Liaise with a large number of venue contacts across the UK and Ireland to deliver the most cost effective and geographically efficient instructor experience events to meet demand• Work with a team of over 90 to ensure our instructor experience events are a success, to drive Instructor recruitment/quality as well as ensuring team development whilst ensuring it is cost efficientCompliance• Monitor instructor compliance uptake on music (quarterly releases) and on-going education and work towards 100% compliance in line with the instructor agreement• Working with the marketing team to create a communication plan for instructor compliance for music and on-going educationProject Groups• Les Mills Fund for Children• Creating a Common Brand Experience• Development of Centres of ExcellenceAdditional Responsibilities• Support other departments with planning and coordinator of master classes, events and experience evening that support sales and raises brand awareness• Working with a third party company to arrange all required travel and accommodation for all team members within budget and in good time to maximize cost savings• Continue to identify opportunities for business improvement.

Sales• Create the sales and marketing plan on a monthly basis based on a strong knowledge of the industry, area and demographic aimed at building brand/club awareness to increase sales.• Deal with prospects in a professional manner during tours facilities and whilst assisting them with the joining processOperations • Conduct all Health & Safety and maintenance checks on a weekly/monthly basis • Ensure that all personnel documentation is up to date • Maintain the gym standards of cleanliness to a high level• Ensure all reporting systems are regularly updated to show a true reflection of the clubs progress on a daily basis• Build strong relationships with our third party providers to ensure that the club the clubs cleanliness, building maintenance, equipment maintenance and stock are all upheld to brand standards and any issues are dealt with efficientlyProduct & People• Lead, manage and provide significant training to the self-employed PT team to deliver hours on the gym floor focusing on the clubs cleaning and maintenance, customer service, group exercise classes and sales tours/promotions• Ensure the group exercise offering is varied and delivered at a high level by training all PT to club standard and gaining members feedback on how to continually improve the timetable• Host a number of varied and enticing in-house activities to create an energetic and welcoming atmosphere to ensure a high level of retention and referrals• Ensure both members and prospects receive outstanding customer service and that any member issues are dealt with efficiently and professionally• Conduct weekly team meeting

Key Responsibilities:• Assist General Manager with the management of the clubs P&L, through payroll and commercial spend• Liaise and plan wellness days to improve or create corporate links• Member services team leader• Manage and maintain gym floor and studio in accordance with company standards• Coach and support PT’s to maximize their business• Market and generate studio revenue• Increase member experience through events and classesAccomplishments:• Hit highest percentage of PT revenue budget in the London Division (129% Sept 11)• Built and retained a successful external profile for venue hire, resulting on monthly over achievement of studio hire budgets• Improvement of member experience survey scores from 65% (avg) to 90+%• Improved regional PT retention within their first 3 months from 9% to 20%• Increased monthly PT revenue from 45% (avg) to 124% (Mar 11)• Increased Studio timetable by additional 17 classes (from 44 to 61)• Month to month savings made in relation to GFI Studio Budget in following month as a result of in-house training • Hit first PT Revenue target in November 2010 since February 2010

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