Jeremy Wassenaar — Director, Operations at Bend Rock Gym
Work experience
Bend Rock Gym
Director, Operations | 04/2021 - 11/2022
- Oversee the hiring, onboarding, training, and scheduling of 25+ front desk and setting staff.
- Develop and oversee the monthly budget for each department.
- Regularly review and update Yelp/Google pages and Wordpress-based website.
- Create, implement and standardize SOP’s, training manuals, and employee handbooks.
- Design and roll out promotional programs to maintain average membership growth of 18 per month.
- 25% increase in Social Media account engagement over the past 30 days.
Ethika, Inc.
Director, Customer Service | 01/2015 - 04/2021
- Direct all operations of a 15-20 person team including scaling the team of agents with budget in mind.
- Design and carry out processes, SOP’s, training manuals, and employee handbooks.
- Report key metrics including CSAT, NPS, KPI’s to the Executive team on a weekly and monthly basis.
- Constant evaluation of processes and recommend opportunities for improvement.
- Work with 7 departments in project development to maintain average monthly growth of 36% and decrease monthly chargebacks from 14% to 2%.
Sanuk USA
Freelance Construction/Project Management | 03/2014 - 02/2015
-Assist Creative Team in the building of office supplies, furniture,
-Utilize on-the-spot creative thinking skills to implement and design office layout.
-Utilize allotted budget creatively for each project in order to accomplish all tasks and take vision and turn into reality.
-Brainstorm and work with a team of 10-20 people at a time on certain projects.
Bagjump Action Sports Inc.
Director, Project Management | 01/2013 - 01/2015
- Coordinate and manage an average of 6 projects per month.
- Logistics planning, construction permitting submissions, time/plan supervision.
- Planning and coordination for 3 tradeshows annually.
- Create and implement post-sale PIP’s (Personalized Improvement Plan).
- Standardize all documents including sales contracts, operations manuals, installation checklists, and sales offer letters.
- Decreased freight costs from $2,200 per shipment to $1,400 by building relationships with 3PL companies.