Will Collins Email & Phone Number

Columbia, Maryland, United States

• Supervise front desk operations to ensure a quality level of customer experience and hospitality is provided to members and guests.• Train, direct, and coach 25 front desk team members to ensure a quality member experience operation.• Resolve member issues and complaints in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Lead Inbound operations in a top-5 delivery station, servicing 750+sq mi and facilitating 25,000+ packages daily.• Led daily sort operations and coordinated projects related to continuous improvement through data analysis and collaboration, increasing productivity and accuracy by 25% and job satisfaction by 32% over six months.• Achieved a $50,000 cost reduction in sort operations and a 15% reduction in safety incidents through quality assurance support.• Supervised 40 employees, fostering regional excellence through process efficiency and reducing defect occurrence by 10%.

Managed Franchise's fitness program across 19 gyms in three states, ensuring the delivery of exceptional customer experiences and satisfaction.• Oversaw Franchise-wide operations using peer feedback, performance metrics, and customer experience data, resulting in a 90% success rate of trainers surpassing monthly performance goals.• Achieved Franchise-wide 80%-member retention rate over three months by championing customer advocacy and continuous improvement.

Baltimore, Maryland Area

Oversaw the recruiting, hiring, onboarding, and operations of five fitness trainers assigned to Planet Fitness locations throughout Baltimore City.• Revised, launched, and managed the fitness program rollout across 6 locations, improving member retention by 15% through project coordination and stakeholder engagement.• Increased training effectiveness by 20% in six months, enabling successful onboarding of new staff and reducing turnover by 10%.• Expanded Planet Fitness' mobile platform user base by 21% in six months, resulting in increased utilization of Planet Fitness services.

Baltimore, Maryland Area

• Delivered personalized assessments and classes for over 500 individuals, with 80% of members achieving initial value through results within the first 90 days.• Raised customer product utilization by 20% by guiding Planet Fitness's adoption of and transition into a new model of Fitness Training classes.• Improved member engagement by 15% in two months through targeted content and engagement program optimization.

Baltimore, Maryland Area

Associate Of Arts And Sciences - Aas, Kinesiology And Exercise Science

Bachelor Of Science - Bs, Exercise, Nutrition And Health Promotion

Associate Of Arts - Aa, Liberal Arts And Sciences, General Studies And Humanities