Heather Roberts
Maryville
Summary
Dynamic Business Administrator and Senior Account Manager with a proven track record. Excelling in growth and customer service. Expert in database management, billing, contract approval, collections, AP/AR, and skilled in negotiation. Enhanced member and guest satisfaction and retention through strategic insights and process improvements, driving operational efficiency, and fostering team development.
Overview
29
29
years of professional experience
Work History
Business Administration
National Fitness
Knoxville
11.2017 - 11.2025
- Handled business administration functions such as hiring, onboarding, and scheduling.
- Processed billing, returns, and chargebacks.
- Accounts receivable and payable.
- Enhanced operational efficiency by streamlining processes and creating SOP's for tasks.
- Approved and processed new gym memberships, personal training contracts, renewals, upgrades and downgrades
- Processed cancelations
- B2B relations for providing well being benefits to their employees through corporate sponsorship
- Developed strong relationships with members, leading to increased referrals and repeat business.
- Crafted long-term company goals and also detailed smaller goals to keep the organization on track.
- Oversaw daily operations of the customer care and cancellation team.
- Demonstrated adaptability in responding to changing business needs.
- Contributed to business growth by implementing improvements.
Senior Account Manager
National Fitness
Knoxville
03.2004 - 11.2017
- Developed and maintained strong member relationships to enhance customer satisfaction and retention.
- Mentored junior account managers, fostering professional development, and enhancing team performance standards.
- Implemented process improvements that streamlined account management workflows, increasing efficiency.
- Collaborated with management teams to align services with member needs
- Conducted regular performance reviews of account strategies to assess effectiveness and adjust tactics accordingly.
- Presented strategic insights to senior leadership, influencing decision-making.
- Provided extensive support to club management teams.
- Developed long-lasting member relationships by providing exceptional customer service and support.
- Boosted member satisfaction by effectively managing and resolving account issues.
- Mentored junior teammates to develop skills, and increase company revenue.
- Trained new employees on customer service, collections, cancellations, and billing.
- Presented a professional image consistent with the company's brand values.
- Set and achieved company defined goals.
- Recorded accurate and efficient records in the customer database.
- Fielded customer complaints and facilitated negotiations, resolving issues, and reaching mutual conclusions.
- Performed effectively in a self-directed work environment, managing day-to-day operations and decisions.
Front Desk Manager
National Fitness
08.1999 - 03.2004
- Managed daily front desk operations to ensure efficient guest check-in, and check-out processes.
- Trained, scheduled, and supervised front desk staff, enhancing customer service skills and team performance.
- Streamlined appointment scheduling.
- Developed SOP's for handling guest inquiries and resolving issues effectively.
- Monitored and ordered the inventory for front desk products, ensuring availability.
- Enhanced member satisfaction by efficiently addressing and resolving concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Established a strong rapport with returning guests while building new connections with first-time visitors.
- Mentored and fostered a supportive work environment that facilitated professional growth.
Payroll Assistant
Dial America Marketing
Knoxville
02.1997 - 08.1999
- Processed payroll data for accuracy and timeliness, ensuring adherence to company policies.
- Responded to employee inquiries regarding paychecks and deductions, providing clear information.
- Conducted regular audits of payroll entries to identify discrepancies and ensure compliance.
- Assisted with maintaining employee records and payroll documentation.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
Education
Nursing
Pellissippi State Community College
Knoxville, TNMedical
University of Tennessee
Knoxville, TNSkills
- Business administrator
- Sales Force, Excel, Word, Microsoft Teams, Zoom, Quick Books, Email Management, Google Docs, Macros
- Account growth
- Schedule management
- Goals and performance
- Revenue generation
- Leadership management trained
- Database management
- Excellent communication and negotiation skills
- Customer service and collections
- Account receivable and payable
Skills
- Complaint management
- Billing
- Statement billings
- Collections expertise
- Hiring and training
Timeline
Business Administration
National Fitness
11.2017 - 11.2025
Senior Account Manager
National Fitness
03.2004 - 11.2017
Front Desk Manager
National Fitness
08.1999 - 03.2004
Payroll Assistant
Dial America Marketing
02.1997 - 08.1999
Nursing
Pellissippi State Community College
Medical
University of Tennessee