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Director of Customer Advocacy

Top Management

Experienced, disciplined, and focused manager with over a decade of customer-facing experience seeking a position focused on customer success and retention. 

•	Customer Advocate:  Develop and implement member retention programs to maintain high membership retention rates while seeking new opportunities to increase membership through the creation of innovative programs, promotions and marketing. 
•	Assist in Managing Product: Responsible for the strategy and feature definition of product. Build use cases to assist in creation of product.
•	Provide Product Feedback: During the design phase, meet weekly with product team and provide input on industry needs and best practices. In the testing phase, provide feedback on product thus far. 
•	Manage social media: Manage social media groups of customers, respond to issues and questions posted on social media, provide a place where customers can discuss best practices and get feedback from one another as well as industry experts. Increase social media engagement by 300%
•	Manage Customer- Relationships: Mediate unhappy customer experiences by understanding the industry along with outstanding customer

•	Staffing decisions: Responsible for all staffing decisions including hiring/recruiting talent, scheduling staff, managing payroll and training staff.   
•	Assess product: Monitor and assess group and private coaching programs for safety and efficacy consistent with coaching principles. 
•	Conduct employee reviews: Conduct biannual reviews with employees to track progress, performance and growth, solicit feedback, and monitor career goals. 
•	Analyze expenses: Ensure financial control of the facilities, analyze income and expenses – including membership fees, payroll expenses, equipment maintenance costs to help determine where the opportunities to improve profitability. 
•	Reduce Churn: Develop and implement member retention programs to maintain high membership retention rates while seeking new opportunities to increase membership through the creation of innovative programs, promotions and marketing. 
•	Manage facilities: Responsible for managing the day to day maintenance of the fac

General Manager

•	Manage large groups: Manage a variety of levels of health and wellness classes from young children to “Masters” classes.  Lead and maintained classes daily.  
•	Member Retention: Responsible for member retention and community events, grew membership 600% in 2 years. 
•	Lead Health and Wellness Classes for employees of Reebok World Headquarters, in which participating employees lost 9,000 lbs in the first year.
•	Coordinate community events and lead large groups with up to several hundred attendees.  
•	Oversee the development of health and wellness programs as well as traveling internationally to coordinate the professional development of coaches.  
•	Maintain on site retail store.  
•	Marketing: Assist in marketing campaigns and strategies.  
•	Product Development: Assist in product development with Reebok’s design team for effectiveness and durability.
•	Software support: Responsible for maintaining and supporting multiple versions of industry software.
•	Website support: Responsib

Director of Operations

•	SCH/ORM/ARM/PRV/ MPM Application Specialist, Update group. Provide support for Magic, CS 5.6+ and 6.x, specialize in full ring release and Priority Pack top-off Updates. Facilitate Web-ex presentations and in-house customer training for the Update group and external customers.  
•	Projects included American Reinvestment and Recovery Act (ARRA) Updates, Medi-Snap (Meditech social networking application), New Hire Mentor Program, conducting the Update process and Application Specific training.  Revise update training and testing materials as needed for the ORM/SCH applications.  


Applications Specialist

•	Responsible for coordinating and supervising on-site events, training, recruiting, hiring and staff. 
Integrated the needs of guests while maintaining the general flow of the restaurant. 
Held accountable for meeting sale quotas and implementing new sales concepts to drive revenue.  
Responsible for opening and closing of the facility, as well as deposit and accounting of daily cash flow. 
Provided outstanding customer service and technical support for facility database, in a fast-paced environment.   



Find out detailed information about Lindsey Johnson, Director of Customer Advocacy in , PA

Lindsey Johnson: Director of Customer Advocacy in , PA

Lindsey Johnson