Ross Morgan Email & Phone Number

London, England, United Kingdom

• Successfully built and maintained 15 concurrent clients via one-to-one in-person training, aiding them in achieving their fitness and nutritional goals.• Enacted multiple action plans for improving client/member satisfaction by enabling a feedback process after each group gym class. This was monitored and worked upon for any improvements to the process.• Have maintained a 90% client retention rate through strong, supportive and collaborative relationships that are built to last, along with delivering consistent and measurable results. • Developed my knowledge and understanding of rehabilitation designed training sessions, notably supporting clients with a ruptured Achilles, bicep tear and Parkinson’s. • Led multiple and variated group gym classes of up to 20 participants, consistently receiving positive feedback for my enthusiasm, rhythm and effectiveness.• Worked alongside management to create new and effective promotional and member satisfaction strategies, leading to us obtaining the 2nd highest NPS score of any PureGym in London.

• Managed dozens of international events, focusing on supporting customers through the registration process and queries.• Introduced a “Payment Method” radio button on the event registration form, which decreased registration time by 40%.• Created more up-to-date designs of registration forms for international business conferences, such as CIPD and PRWeek.• Collaborated with the marketing department to produce a series of retention email templates for high-stakes clients.• Wrote step-by-step guides that supported clients in their navigation of our virtual event platform CrowdComms.• Consistently met KPIs below a ten second call response time, received constant 10/10 email survey support scores and responded to emails within one hour.• Tools: Cisco Finesse, Zendesk, Gmail, CrowdComms and Eventsforce

• Developed a new coaching model for my team called ‘Respond, Reflect, Retain’, which focused on active listening and customer satisfaction. This resulted in less escalations to management and happier customers.• Produced presentations for management on potential implementations to improve the customer telephone journey, such as avoiding unnecessary insurance jargon when explaining policies and simplifying the process compliantly.• Shadowed the complaints department and gained valuable insight into client retention. Applied these learnings by taking a proactive approach to customer relations, resulting in less firefighting and better customer outcomes.• Tools: Cisco Finesse, PARIS, and Google Suite

Level 2 Gym Instructor And Level 3 Personal Training, Health And Physical Education/Fitness, Pass

It, History And English Language & Literature, Information Technology, A Levels

11 Gcse'S A-C, Including Maths, English And French