- Youth mentor, providing guidance and support to empower the next generation of leaders
Mikaella Steward
La Plata
Summary
Strategic operations leader experienced in managing workflows, training staff, and delivering high-quality service in fast-paced environments. Expertise in monitoring performance, resolving complex issues, and enhancing processes. Background in customer service, payroll, scheduling, and team development, with strong skills in Microsoft Office tools.
Overview
1
1
Certification
3
3
years of professional experience
Work History
General Manager
Planet Fitness
La Plata, MD
05.2024 - Current
- Lead daily operations of a high-volume facility, ensuring all workflows, tasks, and service standards are completed efficiently and on time
- Monitored team performance and workload distribution, ensuring accountability and productivity for a team of 15+
- Train, coach, and develop staff, providing ongoing feedback and support to improve performance and service delivery
- Supported leadership with updates on operational performance, staffing needs, and identified process improvements
- Resolve escalated customer and account issues, ensuring accurate and timely resolution
- Oversee payroll coordination, billing processes, and account management to ensure accuracy and compliance
- Implemented operational procedures and enforced policies to ensure consistency and efficiency
- Collaborate with cross-functional partners and leadership to improve processes and meet organizational goals
Assistant General Manager / Front Desk Representative
Planet Fitness
La Plata, MD
05.2023 - 05.2024
- Managed high-volume customer interactions, resolving issues and escalating complex cases when necessary
- Trained new employees on policies and procedures, enhancing team readiness and consistency
- Managed high-volume customer interactions, resolving issues and escalating complex cases.
- Assisted with training new employees and reinforcing policies and procedures
- Ensured adherence to operational standards, supporting overall team performance and service quality
Education
Bachelor of Science - Sport Management, Business Concentration
Bowie State University
Bowie, MD05.2026
Skills
- Operations management
- Retail Management
- Financial Oversight
- Process improvement
- Data analysis
- Strategic Reporting
- Microsoft Office (Excel, Word, PowerPoint)
- Cross-Functional Collaboration
- Workforce Scheduling
- Team leadership
- Performance coaching
- Customer service
Certification
- CPR, First Aid and AED Certified in infant, child and adult
- NIL Marketing Essentials
- Modern Ticketing Essentials
- Sports Marketing Essentials
- State of MD - Licensed Cosmetologist
Interests
Timeline
General Manager
Planet Fitness
05.2024 - Current
Assistant General Manager / Front Desk Representative
Planet Fitness
05.2023 - 05.2024
Bachelor of Science - Sport Management, Business Concentration
Bowie State University