Juwan De Marcus Haynes

Dedicated professional with 9-years in a comprehensive academic and work background in customer service, strong interpersonal, organizational and computer skills.

Successful Public

Relations graduate accomplished in media relations, website design, marketing strategy and event planning. Highly deadline-driven.

Customer

Service professional dedicated to effective team management and customer satisfaction.

Ambitious General

Manager experienced with managing complex projects and driving productivity improvement with substantial understanding of how to lead in fast-paced, challenging environments. Seeking the opportunity to helm a development team in an industry-leading organization. Seeking the opportunity to bring a focused and energetic managerial style to an emerging opportunity.

History of consistently meeting staffing needs at all levels through highly effective recruitment strategies customized to diverse positions and candidate pools. Excellent leadership, planning and decision-making skills.

Personal Trainer - EQUINOX - Newport Beach, CA

(2023-03)

PT Business Management

• Build and maintain an active client base
• Manage and maintain an accurate schedule, inclusive of client appointments, meetings, and open availability within our internal scheduling systems
• Market and sell personal training programs to members and/or clients through phone calls, emails, and in-person interactions
• Maintain knowledge of all club services, programs, and products
• Execute fitness assessments, guided workouts, and other complimentary services for members
• Interact with members to enhance their workouts and overall club experience
• Create and coach personalized programs for both in-person and virtual clients
• Maintain an organized and safe fitness floor during shifts and sessions
• Attend Continuing Education classes to elevate knowledge and qualify for promotions
• Attend and participate in any required one-on-one or team meetings with management

Front Desk Associate - EQUINOX - Newport Beach, CA

(2021-11 - 2023-03)

• Professionally greet members and guests
• Scan membership barcode upon members entrance
• Answer phones professionally
• Respond to member questions, concerns and discrepancies
• Follow (written and oral) instructions and established procedures
• Update members' accounts if needed
• Maintain an orderly and clean work area
• Ability to work opening/closing/mid-day shifts
• Provide the highest level of customer service to members, prospective members, and guests
• Aid other departments with other related tasks

ESL Teacher - VIPKID - Los Angeles, CA

(2017-06 - 2018-07)

• Train Chinese students between the ages of 4 and 16 in an online setting in Second Language education techniques and approaches
• Help students gain confidence in themselves and their English abilities
• Create a fun and positive learning environment for each student
• Understand the cultural background and individual needs of students and adapt lessons to meet each child's specific needs
• Develop relationships with both the students and their family by establishing strong rapport and engaging in personal interests

General Manager - Planet Fitness Corporate Office - Sacramento, CA

(2017-08 - 2019)

Relocated from Pittsburgh, PA to Sacramento, CA for promotional opportunity.

• Carefully interview, select, train and supervise staff
• Clearly and promptly communicate pertinent information to staff, such as large reservations or last minute menu changes
• Strategically developed effective marketing plans to increase sales and profits while managing costs
• Actively participate in ongoing customer service programs to build rapport in the community
• Recognize and formally acknowledge outstanding staff performance to boost company morale and productivity
• Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional service
• Maintain a safe working and guest environment to reduce the risk of injury and accidents
• Skillfully interact with external vendors to obtain the best quality in service
• Effectively manage payroll and timekeeping, including completion of the proper paperwork for new hires and terminations
• Quickly identify problem situations and skillfully resolved incidents to the satisfaction of involved parties
• Created fun team building activities to engage staff in up-selling to meet revenue targets
• Meet, greet and encourage feedback from customers and use feedback to implement positive changes within facility
• Developed metrics and measured success in order to further penetrate the marketplace
• Develop methods to establish and clarify customer objectives
• Schedule staff shifts to cover peaks and lulls in facility coverage
• Effective liaison between customers and internal departments
• Train staff on operating procedures and company services
• Provide accurate, specific and timely performance feedback for district managers
• Identify individual development needs with appropriate training
• Follow-through on all critical inter-departmental escalations to increase membership retention rates
• Facilitate inter-departmental communication to effectively provide customer support
• Manage work flow to exceed quality service goals
• Foster an environment which encourage continual process improvements
• Assume ownership over team productivity and manage work flow to meet or exceed quality service goals
• Resolve associate, tool and service delivery issues revealed by statistical reports
• Maintain accurate records of past due customer account activity
• Adhere to all confidentiality requirements at all times
• Maintain up-to-date knowledge of service changes
• Serve as a senior member of the customer service team by training new hires, answering coworkers' questions and encouraging adherence to company policies
• Maintain adherence to all company protocols
• Achieve staffing objectives through strategic and tactical planning, program management expertise and knowledge of effective recruitment, interviewing and training procedures
• Visit with regional locations to assess needs and develop methods to improve recruiting strategies
• Train local staff on effective interview techniques
• Administer compensation, benefits and performance management systems and safety and recreation programs
• Organize and lead staff orientation and training to promote collaboration
• Handles understaffing, disputes, terminating employees and administering disciplinary procedures
• Enter details such as payments, account information and call logs into the computer system
• Assist various business groups with document organization and dissemination during acquisitions
• Implement marketing strategies which resulted in 12% growth of customer base
• Produce ad hoc reports and documents for senior team members

Security Officer - Carnegie Museum of Art - Pittsburgh, PA

(2017-06 - 2017-08)

• Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors
• Detected suspicious activities and watched for criminal acts and rule infractions
• Monitored and authorized entrance and departure of employees and visitors
• Circulated among visitors, patrons and employees to preserve order and protect property
• Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences
• Monitored and reported suspicious activities to local authorities
• Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas
• Warned offenders about rule infractions and violations and verbally evicted violators from premises

Sales Associate - Metro PCS - Pittsburgh, PA

(2016-11 - 2017-07)

• Answered product questions with up-to-date knowledge of sales and store promotions
• Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
• Served as the main liaison between customers, management and sales team
• Helped drive sales goals and achieve monthly quotas
• Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
• Shared best practices for sales and customer service with other team members to help improve the store's efficiency
• Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
• Handled all customer relations issues in a gracious manner and in accordance with company policies
• Determined customer needs by asking relevant questions and listening actively to the responses
• Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner
• Answered customer telephone calls promptly and in an appropriate manner
• Managed call flow and responded to technical support needs of customers
• Provided base level IT support to non-technical personnel within the business
• Installed software, modified and repaired hardware and resolved technical issues
• Identified and solved technical issues with a variety of diagnostic tools
• Provided support for critical issues
• Participated in various incentive programs and contests designed to support achievement of production goals

Sales Associate - Saks Off Fifth - Pittsburgh, PA

(2016-10 - 2017-03)

• Prepared merchandise for sales floor
• Wrote, negotiated and finalized sales contracts
• Answered customer questions regarding store merchandise, department information and pricing
• Organized store merchandise racks by size, style and color
• Led merchandise selection, pricing, planning and marketing
• Ran markdown reports, managed store replenishment and analyzed buying reports
• Created visual marketing and styled window displays
• Negotiated prices, discount terms and all transportation arrangements for merchandise
• Assembled promotional displays, including quarter and full-size point of purchase displays
• Conferred with store managers to obtain information about customer needs and preferences
• Monitored and analyzed sales records and consumer purchasing trends
• Anticipated consumer buying patterns to create a purchase and inventory plan
• Set and recommended mark-up rates, mark-down rates and selling prices for merchandise

Bachelor of Arts - Public Relations - University of Toledo (2016-05)

High School Diploma - Pittsburgh Central Catholic (2012-05)