Diane Gutierrez

• Provided overall logistical and administrative support to all Department of Recreation programming and services 
• Oversees all front desk ,customer service center, and guest related operations; including, point of sale software, check in software, money handling, and accounting for programming & membership sales
• Ensures that all program generated cash income is deposited and allocated to the appropriate accounts
• Prepares monthly management reports to senior department management staff for cash income and refunds
• Created & developed innovative ways of streamlining refund & payroll deduction procedures
• Prepared expense & revenue reports for analysis and made recommendations, decreased budget by $10,000
• Supervision of one part-time professional staff & all functions of Department of Recreation passport services
• Coordinate recruiting, hiring, training, scheduling, developing, performance, and evaluating of 40 student Customer Service Assistants and 2 Student Manager positions
• Created a collaborative and positive work environment for student employees while simultaneously ensuring healthy customer service habits through continuous check-ins, staff meetings, and 1-1 quarterly check-ins
• Developed & mentored student employees through quarterly check-ins, 62% of student staff hold higher level positions 
• Contribute to planning, promoting, staffing, and evaluation of events, programming, services, and activities to further the mission of the Department of Recreation
• Assist in developing, implementing, monitoring and evaluating departmental policies and procedures  related to customer service, guest access, marketing, and communications
• Coordinates with the Assistant Director for Marketing to deliver presentations about memberships and programs, perform public relations activities, and serve on various committees on behalf of the Recreation Department
• Responsible for the preparation, forecasting and monitoring of income and expense budgets for the Customer Service Department budget and Passport Services budget
• Responsible for processing all supply orders for Customer Service operations and overseeing quality assurance for products.
• Provide administrative support to Sr. Associate Director and Assistant Director of Operations with a demonstrated ability to improve procedures and meet crucial deadlines

• Manage daily operations of all Recreational Sports facilities including the 440,000 square foot Ramsey Student Center, the 10,000 square foot Pound Hall fitness center and Wheeler Gym, the 180,000 square foot Club Sport Complex, and the RecSports Complex including 9 grass fields, 15 outdoor tennis courts, and Lake Herrick Pavilion
• Oversee daily supervision of approximately 180 facility operations employees which include 8 student Program Assistants, 40 student Facility Managers, 20 student Guest Sales staff, 100 student Facility Staff, and 30 Outdoor Facility Staff
• Coordinate recruiting, hiring, training, scheduling, developing, performance, and evaluating of 8 student Program Assistants, 40 student Facility Managers, 20 student Guest Sales staff, 100 student Facility Staff, and 30 Outdoor Facility Staff
• Oversee staff development and incentive initiatives such as hiring committees, RECS-ognition, communication formats, and workplace culture assessments
• Led staff training and all-staff meetings focusing on emergency procedures, customer service, employee etiquette, organizational structure dynamics, policy updates, and proper equipment management 
• Manage disciplinary write ups and conducts meetings to discuss employee work performance as needed 
• Conduct and manage inventory counts to assist with equipment purchasing for the front desk, sports equipment rentals, outdoor field painting supplies, tennis court and soccer goal upkeep equipment

• Facility supervision and management of a 400,000 square foot recreation facility
• Conduct safety inspections of three athletic fields, tennis courts, basketball gymnasium, and two hockey arenas
• Supervise part- time employees & manage day to day tasks within several departments of the Ritchie Center
• Create training manuals for new and current employees that describe step-by-step procedures of daily operations such as membership transactions, scheduling reservations, troubleshooting membership information, and etc. 
• Serve as the point of contact for questions within memberships, inventory, locker rentals, and facility scheduling
• Complete facility shift reports, counts, work orders, and incident/accident reports
• Stay updated on all membership promotions and serve as a extension of the Director of Fitness and Aquatics and Facilities Coordinator in processing membership sales, personal training sales, and activity programming sales

• Assisted Memberships Coordinator in supervisory tasks for 26 Membership Services employees
• Oversaw communications log for Front Desk & Membership Services staff & addressed any questions of staff
• Managed all inventory at front desk,membership services, & business offices & kept weekly & monthly inventory reports for annual budgeting
• Collaborated with Membership Coordinator to maintain equipment inventory and budget. 
• Audited all program registration & waiver forms and placed accounts on hold when discrepancies were present
• Sent daily online sale reports to account department & checked Titan Recreation financial banking statements
• Created check requests and cross-referenced with monthly reports
• Provided excellent customer service to guests (in-person and phone calls)
• Utilized Event Management System (EMS) to program more than 50 events during fall semester including Titan Recreation Events, club sport tournament, IM games, and outside organization events
• Assist with the oversight of event operations at Titan Recreation facilities including: communication with event contacts, preparation of facility space, equipment inventory/maintenance, and staffing supervision
• Fully managed all incoming and ongoing facility reservations at the Student Recreation Center in terms of bookings, intake meetings, payments processes, insurance certifications, staffing, and directing
• Provide on-site management of events including attendance at any meetings, addressing potential conflict resolution, and problem solving
• Create facility space layouts and event notes for client logistics meetings and for staff reference
• Coordinate scheduling of setup, event, and breakdown shifts for special events staff and Managers
• Assists in establishing policies and procedures regarding facility usage, risk management, and security efforts

Personal Financial Planning Certificate

Masters of Science in Kinesiology, Sports Management & Policy

Bachelors of Science in Kinesiology, Health & Fitness Promotion

Minor in Business Administration 

Associate of Arts in Kinesiology & Wellness