Victoria Brookes
Harrogate,North Yorkshire
Summary
Results-oriented professional with expertise in leadership, communication, and business development. Proven track record in workforce planning and operational efficiency, effectively managing employee relations and health initiatives. Skilled in strategic planning and problem-solving, with a strong focus on retention through customer satisfaction and complaint resolution. Committed to enhancing organizational performance through adaptive leadership and strategic analysis.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
Work history
Assistant general manager
The Gym Group
Leeds, West Yorkshire
04.2018 - 11.2023
- Led team in implementing operational strategies to enhance member experience.
- Managed daily operations ensuring high standards of cleanliness and safety.
- Trained and mentored staff on customer service best practices and gym policies.
- Coordinated promotional events aimed at increasing member engagement and retention.
- Analyzed member feedback to identify areas for improvement within the facility.
- Oversaw scheduling and resource allocation to optimise staff productivity and service.
- Addressed member inquiries and concerns promptly to maintain high satisfaction levels.
- Ensured compliance with health and safety standards for a safe workplace.
- Prioritised staff welfare for improved morale and commitment.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Handled negotiations with outside vendors and service agencies to meet group needs.
Self Employed Personal Trainer
The Gym Group
Doncaster, South Yorkshire
10.2016 - 04.2018
- Developed tailored fitness programmes that aligned with clients' individual health goals and preferences.
- Conducted one-on-one training sessions that focused on improving clients' strength, flexibility, and overall fitness levels.
- Assessed clients' fitness levels through comprehensive evaluations and adjusted training plans accordingly.
- Provided nutritional guidance and support to clients to enhance their overall well-being and fitness outcomes.
- Created engaging group fitness classes that fostered a supportive community and encouraged participation.
- Maintained up-to-date knowledge of industry trends and best practices to deliver high-quality training services.
- Fostered an inclusive environment within the gym facility by respecting and catering to diverse fitness needs.
- Developed marketing strategies to enhance brand visibility and attract customers.
- Implemented customer feedback systems to improve service delivery and customer satisfaction.
- Conducted financial analysis to manage budgets and optimise resource allocation.
- Established positive relationships with clients through exceptional service delivery.
Barista
The Yorkshire Wildlife Park
Doncaster, South Yorkshire
03.2014 - 11.2016
- Prepared a wide range of hot and cold beverages to meet customer preferences.
- Provided exceptional customer service by engaging with patrons and addressing their needs.
- Maintained cleanliness and organisation of workstations, ensuring a welcoming environment.
- Trained new staff on beverage preparation techniques and customer service protocols.
- Collaborated with team members to manage busy periods efficiently and effectively.
- Managed inventory levels of coffee beans, syrups, and other supplies to prevent shortages.
- Communicated effectively with kitchen staff ensuring seamless service delivery.
- Maintained cleanliness of the café area whilst preparing orders.
Senior sandwich artist
Subway
Doncaster, South Yorkshire
10.2011 - 03.2014
- Prepared high-quality sandwiches by selecting fresh ingredients and ensuring adherence to food safety standards.
- Trained new staff members on best practices for sandwich preparation and customer service techniques.
- Collaborated with team members to maintain cleanliness and organisation of workstations during peak hours.
- Implemented creative ideas for new sandwich recipes, enhancing menu variety and customer satisfaction.
Customer service team member
Cooplands
Doncaster, South Yorkshire
06.2009 - 01.2011
- Maintained cleanliness and organisation of work areas to promote efficiency.
- Implemented quality control measures to uphold product integrity and freshness.
- Communicated effectively with customers to enhance their experience and satisfaction.
- Prepared a variety of baked goods daily, ensuring freshness and quality.
- Followed precise measurements for each recipe, guaranteed consistency in taste and texture.
Education
NVQ Level 3 - Personal Training
YMCA Awards
Sheffield 10.2013 - 01.2014
NVQ Level 2 - Group Exercise
YMCA Awards
Sheffield 11.2013 - 01.2014
Diploma of Higher Education - Public Services
Doncaster College
Doncaster 09.2010 - 06.2012
GCSEs - GCSEs
Hall Cross Academy
Doncaster 09.2005 - 07.2010
Skills
- Leadership aptitude
- Communication proficiency
- Legal compliance understanding
- Business development
- Managing employee matters
- Workforce planning
- Business analysis knowledge
- Health and safety management
- Operational efficiency
- People Management
- Customer-focused management
- Adaptive leadership
- Staff development
- Complaint handling
Affiliations
- Volunteering with Mind charity and local community hub, Tennis, Weight Lifting, Baking, Concerts & Gigs, Dog Walking.
Accomplishments
Achieved one of the company's highest customer satisfaction scores at The Gym Group.
Achieved a pay rise after improving the performance of a gym at The Gym Group
Raised over £1,000 for charity
Implemented a mental health education course for personal trainers at The Gym Group
References
References available upon request.
Timeline
Assistant general manager
The Gym Group
04.2018 - 11.2023
Self Employed Personal Trainer
The Gym Group
10.2016 - 04.2018
Barista
The Yorkshire Wildlife Park
03.2014 - 11.2016
NVQ Level 2 - Group Exercise
YMCA Awards
11.2013 - 01.2014
NVQ Level 3 - Personal Training
YMCA Awards
10.2013 - 01.2014
Senior sandwich artist
Subway
10.2011 - 03.2014
Diploma of Higher Education - Public Services
Doncaster College
09.2010 - 06.2012
Customer service team member
Cooplands
06.2009 - 01.2011
GCSEs - GCSEs
Hall Cross Academy
09.2005 - 07.2010