Rutgers University

Information Technology Operations Executive  -  Business Acumen  -  Enterprise Systems Technology Solutions  -  Project Leadership  -  Technology Strategy  -  Enterprise Application Integration  -  Solutions Development

TEAM LEADERSHIP  -  SYSTEM IMPLEMENTATION  -  ENTERPRISE APPLICATION INTEGRATIONDATA GOVERNANCE  -  PARTNERSHIP DEVELOPMENT  -  PROCESS AUTOMATION• Oversee member engagement, data governance, and 14 personnel team on a cross-functional and interdepartmental basis while facilitating process automation to achieve 15% headcount reduction.• Reorganized corporate billing department and processes, managed cross-functional team of service representatives, and enhanced efficiency to achieve monthly improvement in collections by $500K+.• Manage processes regarding streaming platform (Crunch Live) while cultivating new processes regarding application and software evaluations.• Build automated processes to integrate across member management system, HR, and CRM software while overseeing Domo reporting platform which provides data to field staff and company leadership.• Manage billing, member data retention, and reporting while delivering system integration for prime applications, including SaaS product data insights to improve internal/external performance.• Deliver insightful recommendations to senior leadership via advisory services while creating purchase order system to handle club retail orders from vendors and manage inventory in POS system.• Continuously improve processes as the product roadmap owner while guiding middleware application development and implementation to combine member management and marketing applications, including accessibility of member data across platforms to deliver real-time member management. • Create custom applications to fill operational gaps, employ middleware to link enterprise-wide member management systems, and maintain ownership of ticketing system.• Engage key stakeholders organization-wide to execute system implementation, building partnerships with vendors, and formulating mutually beneficial agreements with clientele.• Product Roadmap Owner: Crafted tablet application for clubs to enable self-service capabilities.

Crunch Fitness

Senior Director of Enterprise Solutions and Director of Member Services

DATA WAREHOUSE  -  CHANGE MANAGEMENT  -  QUALITY ASSURANCE  -  PROJECT MANAGEMENTPERFORMANCE ASSESSMENT  -  IT ROADMAP  -  SALES OPTIMIZATION  -  APP INTEGRATION• Steered client-focused, cross-functional team of business analysts and quality assurance specialists while implementing enterprise-wide technical solutions and initiatives, impacting 175+ facilities across the U.S.• Partnered with the CMO to lead digital brand overhaul; created engaging digital content; and improved SEO rankings, thus achieving 50% increase in online sales and maximizing system enhancements.• Served within a management-focused role, utilizing leadership capabilities to steer diverse teams of up to 100 personnel while achieving high-functioning technological applications and managing IT-focused initiatives.• Created digital kiosk application with mobile sales capability, thus increasing and optimizing information capture accuracy and overall consumer experience while launching and maintaining custom data warehouse.• Maintained full ownership of application integration and reporting, spearheading two-year initiative to implement new member record management system while utilizing Agile methodology to roll-out application.• Liaised with Chief Information Officer to build the data warehouse; oversaw website applications; utilized Agile processes while adapting seamlessly to change; and facilitated IT integration across the company by leveraging big picture perspective to maximize overall organizational efficiency.• Served as a main point of contact for application integration and vendor communications regarding member management and daily billing functions.• Identified business requirements, created milestones, assessed system performance; crafted IT roadmaps, and managed QA processes for new software releases.• Acquired exposure across departments, coupled with comprehensive understanding of business operations.

Town Sports International

Director of IT Solutions

OPERATIONAL SERVICE DELIVERY  -  NEW PROCESS DEVELOPMENT AND PRODUCT ROLLOUTPAYROLL PROCESS DEVELOPMENT & DEPLOYMENT  -  PROCESS MIGRATION APPLICATION INTEGRATION  -  TEAM LEADERSHIP• Operated as a main contributor, managing call center operations and teams to provide operational services and support to field-level staff, regional managers, and executive leadership at 160 field locations and corporate offices.• Created and deployed new payroll process for network of Exercise Instructors, covering 7K+ classes per week while migrating process from spreadsheet to integrated applications.• Strategically collaborated with executive leaders to devise and disseminate new processes regarding new product rollouts and policy changes.• Supervised team members while providing premium services, products, and guidance to valued clientele, along with scheduling events to promote new memberships and build community awareness.• Structured long-term goals for overall business improvement while planning, developing, and executing fitness programs on behalf of patrons, along with screening, hiring, and training new personnel.• Created advertising plans and promotions to improve sales while rolling-out marketing strategy to attract new clients and retain existing clientele, coupled with maintaining high standards throughout club’s premises.

Club Services Manager

KPI REPORTING  -  FIELD COMMUNICATIONS  -  MARKETING IMPLEMENTATION TALENT DEVELOPMENT  -  STAFF TRAINING• Delivered direct support to VP of Programming, including KPI reporting, field communications, creation and implementation of marketing initiatives, and talent development by following industry best practices.• Liaised with management to review dashboard reports and implement initiatives to exceed KPIs while designing financial targets regarding each location in an efficient and effective manner.• Collaborated with the marketing department to execute large-scale digital and direct mail campaigns while creating new program and management curriculums, along with delivering comprehensive staff training.

Corporate Programming Coordinator

OPERATIONAL CHANGE MANAGEMENT  -  PROCESS IMPROVEMENTS POLICY DEVELOPMENT  -  BUSINESS CONTINUITY• Led staff across 160 locations with regional & executive leadership while communicating operational changes and developments, along with managing company-wide execution of new policies and process improvements.• Created policies on multiple subjects, including Hazardous Materials, Missing Child Emergency Response Procedures, Pool Operations, CPR/AED Emergency Response, and Business Continuity.• Assisted managers in day-to-day coordination and management of operational activities while monitoring, controlling, and managing business operations to meet customer expectations and company objectives.• Coordinated with customers and management personnel while addressing project requirements to ensure seamless project delivery within allotted budget and timelines.• Evaluated existing operational performance and administered strategic improvement plan while providing direction and guidance across internal teams to achieve performance targets.• Followed standard operating procedures for efficient business operations; ensured compliance with company standards and procedures; and maintained accurate operational documentation for reference purposes.• Formulated, built, and maintained customer relationships through interactive meetings and communications.

Corporate Operations Coordinator

PROGRAM LIFECYCLE MANAGEMENT  -  PROFIT OPTIMIZATION REVENUE TARGET ACHIEVEMENT  -  EMPLOYEE MANAGEMENT• Consistently exceeded revenue targets, achieving average of 120% of goal while marketing kid’s program, rolling-out in 37 clubs, thus generating $15M in annual revenue.• Attained recognition as one of the most profitable programs while directing 100 employees, ensuring integrity of children’s programming, along with formulating, organizing, and monitoring inter-connected projects.• Coordinated cross-project activities; led and evaluated project managers and staff; developed and controlled deadlines, budgets, and activities; and applied change, risk, and resource management.• Assumed responsibility for program’s people and vendors; assessed program performance and aimed to maximize ROI; resolved projects’ higher scope issues; and prepared reports for program directors.

Candace Sweatt