Co-Owner | Operator - F45 Training - Squamish, BC
(2020-01 - 2026-01)
- Co-owned and operated a boutique fitness studio, taking the business from startup to an established operation with responsibility for membership growth, customer retention, team performance, P&L and day-to-day operations.
- Managed membership sales and customer relationships, converting leads into members and developing strategies to support retention and long-term engagement.
- Used membership, revenue, attendance and retention data to identify trends, establish priorities and improve business performance and customer experience.
- Led day-to-day studio operations across staffing, scheduling, sales, marketing, customer experience, safety and business administration.
- Built and maintained strong relationships with members, vendors, franchise partners and community partners to support business growth and strengthen the studio's presence in the local community.
- Hired, onboarded, trained, coached and managed a team of fitness professionals, supporting performance, development and consistent service standards.
- Developed and improved operating procedures, onboarding processes and customer experience systems to increase consistency, efficiency and service quality.
- Managed revenue, labour and operating expenses, using financial and operational data to monitor performance and support profitability and growth.
Fitness Instructor - Kapuhala - Hong Kong
(2017-01 - 2020-01)
- Delivered group fitness instruction to diverse audiences, adapting communication and coaching approaches to support different learning styles and abilities.
Account Manager - House of Cards - Hong Kong
(2013-01 - 2015-01)
- Managed a portfolio of client accounts, serving as the primary relationship manager while identifying opportunities to strengthen partnerships and improve customer satisfaction.
- Worked closely with clients to understand business needs, resolve issues and deliver solutions that supported long-term relationships.
- Collaborated cross-functionally to improve training processes, documentation and operational consistency.
In-Flight Training Specialist | Learning & Development - Air Canada - Vancouver, BC
(2008-01 - 2012-01)
- Delivered safety, operational and customer-service training to employees in a highly regulated aviation environment.
- Worked with operational leaders and frontline teams to identify performance gaps and implement practical improvements.
- Translated complex operational and safety requirements into clear, actionable training and communication.
- Supported consistent service delivery and operational standards across a large organization.
Cabin Services Manager & Safety Instructor - Harmony Airways - Vancouver, BC
(2002-01 - 2007-01)
- Led frontline teams in a high-volume, time-sensitive operational environment with responsibility for customer experience, safety, and service standards.
- Coached and developed employees to improve performance and maintain consistent operational standards.
- Coordinated people, resources, and competing priorities while responding quickly to changing operational requirements.
- Delivered training and facilitated communication across teams to support business and operational objectives.
