Kara Roberts
Rolla
Summary
Dynamic professional with a proven track record at previous places of employment, excelling in customer service and team collaboration. Skilled in problem-solving and implementing process improvements, enhancing customer retention and satisfaction. Known for fostering positive relationships and driving operational efficiency, while maintaining a friendly, adaptable approach in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Front Desk
St James Veterinary Medical Center
Saint James, MO
02.2023 - Current
- Skilled at working independently and collaboratively in a team environment in scheduling appointments and patient interactions
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Excellent communication skills, both verbal and written.
- Social Media Presence for Clinic
- Visual Merchandising of in clinic merchandise
- Assisted in Vet Tech duties such as administering vaccinations, animal restraint, boarding facility duties and filling prescriptions.
- Problem solving and deescalation in sensitive situations.
General Manager
Planet Fitness
Rolla, MO
03.2020 - 02.2023
- Led operational initiatives to enhance member experience and retention.
- Developed and implemented staff training programs to improve service quality.
- Oversaw daily operations, ensuring compliance with health and safety standards.
- Analyzed membership trends to optimize marketing strategies and promotions.
- Managed budgetary controls, reducing operational costs while maintaining quality service.
- Fostered a positive work environment through effective communication and team collaboration.
- Implemented process improvements that streamlined facility maintenance and operations.
- Evaluated performance metrics to drive strategic planning and decision-making initiatives.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Customer Experience Manager
JCPenney
Rolla, MO
01.2018 - 01.2020
- Developed customer feedback programs to enhance service delivery and satisfaction.
- Led cross-functional teams to implement process improvements in customer service operations.
- Analyzed customer data to identify trends and inform strategic decision-making initiatives.
- Mentored staff on best practices for resolving customer inquiries and complaints effectively.
- Coordinated training sessions focused on elevating the overall customer experience across departments.
- Streamlined communication channels between customers and service teams, reducing response times significantly.
- Implemented loyalty programs that increased repeat customer engagement and retention rates.
- Facilitated regular reviews of performance metrics to drive continuous improvement in service quality.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Education
Specialized Studies - Business; Communications; Theater Performance
Ohio University
Athens, Ohio, OH06-2004
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Multitasking
- Excellent communication
- Critical thinking
Timeline
Front Desk
St James Veterinary Medical Center
02.2023 - Current
General Manager
Planet Fitness
03.2020 - 02.2023
Customer Experience Manager
JCPenney
01.2018 - 01.2020
Specialized Studies - Business; Communications; Theater Performance
Ohio University
Member Excellence Award 2022- UPF Corporate
Selected the Club Manager that had the Best Retention Rate and Member Engagement for Planet Fitness Franchises for 2022