Marketing Brand Strategist

• Sep 2023 - Present

Office Manager

• Jan 2022 - Sep 2023

• Proactively identified and corrected deficiencies in daily operations, leading to recognition as top branch for customer transaction accuracy • Transformed complex sales process into easy-to-execute practice, significantly improving customer satisfaction scores to 91% and outperforming association average • Led design and implementation of new, innovative staffing models, optimizing staffing ratios proportional to customer patterns, and enhancing employee experience • Accelerated employee hiring process & established new training procedures • Entrusted with pricing decisions • Exceeded membership unit sales targets & broke historical branch sales record • Excelled with additional responsibilities that accompanied promotion to Office Manager Show less

Bilingual Customer Support Agent

• Aug 2021 - Jan 2022

• Customized internship to expand share of growing Spanish-speaking market • Identified significant underserved market segment exceeding 15,000 students plus their families • Created marketing strategy proposal and gained executive buy-in • Led cross-functional efforts to translate key marketing, legal and membership materials into Spanish • Launched new materials to 14 school districts and 11 YMCA branches in collaboration with marketing, growing market revenue and improving multilingual customer experience/access Show less

Manager on Duty

• Jan 2021 - Jul 2021

• Managed and directed shift staff, building and center operations to enhance member services• Oversaw the facility and ensured any incidents were handled professionally and empathetically• Maintained direct lines of communication with primary leadership team

Membership Associate

• Aug 2018 - Jan 2021

• Delivered excellent service to all members & guests, contributing to member retention• Built relationships with members and handled membership concerns• Interpreted for Spanish-speaking members & translated essential documents to make membership even more accessible to our clientele

Native Assistant

• Aug 2020 - May 2021

• Selected for native proficiency in the Spanish language • Offered virtual tutoring and office hours to assist students with questions including grammar, writing, content and practice oral skills • Assisted supervising professor with content delivery and planning to ensure learning outcomes • Selected for native proficiency in the Spanish language • Offered virtual tutoring and office hours to assist students with questions including grammar, writing, content and practice oral skills • Assisted supervising professor with content delivery and planning to ensure learning outcomes

Summer Intern

• Jun 2019 - Aug 2019