Nicole Mullen

Experience

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  ABMP

  Jan 2007 - Jan 2011

  Membership Coordinator

  Efficiently handled all questions, information requests, and complaints regarding membership and processed membership applications, renewals, and resignations. Maintained and updated membership records and assisted with member communication activities. Collected data, tracked membership statistics, and prepared reports.Developed and implemented strategies to recruit new members and prepared, as well as implemented membership marketing materials; organized events, and activities for existing and prospective members.Consistently surpassed membership enrollment and customer handling targets of 50 per day and achieved 65-70 for calls, renewals, and new memberships; adhered to all relevant company’s policies and procedures.Successfully planned and managed annual massage events and handled incoming mailed applications; as an Assistant to the Legislative Director, read and understood new bills and amendments, and tracked board minutes in all fifty states. Show less

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  Massage Envy

  Jan 2010 - Jan 2014

  Lead Therapist

  As a dedicated Licensed Therapist, incorporated techniques and best practices in order to deliver effective massage therapy. Collaborated effectively with customers to complete massage treatment planning. Developed a loyal client base by providing and maintaining superior client service.Maintained customer retention rate of 80% which was 20% more than the average within the clinic; consistently met assigned sales targets and contributed extensively in making store #1 for 2 years in a row.Managed therapists, organized training for all therapists (45 therapists), and ensured the maintenance of quality throughout the store; ensured clean and well-organized store and maintained tidiness throughout the shift.Discussed clients’ medical histories, problem areas on their bodies, and expectations before initial massage sessions; developed personalized treatment plans for clients which specify the type of massage required and problem areas.Consulted with clients to identify appropriate massage services and provided massage services; maintained records and complied with all applicable standards, rules, and regulations.Accompanied customers to and from treatment rooms and assisted with keeping linens tidy and replaced them between sessions, as well as sterilized equipment. Show less

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  Infusion Massage, LLC

  Jan 2012 - Jan 2018

  Massage Therapist l Owner

  Founded and managed all features of the business, including customer service, accounting, inventory management, sales, marketing. Provided outstanding customer service while continuing to grow business and ensured customer satisfaction, client retention, and new client recruitment.Developed a loyal customer base of over 150 customers and implemented a business plan, as well as a honed sales pitch and presentation to create a committed base of clientele; maintained a high level of customer satisfaction.Managed and maintained a small massage practice for 6 years, including performing massages, advertising, client relations and retention, supply orders, and administrative duties; managed all aspects of marketing/communication.Provided unparalleled, outstanding, caring, personal, 'above-and-beyond' typical customer service; applied best practices, and stayed up to date with the latest market trends.Delivered a variety of massages in a safe and comfortable manner; kept a clean and stocked room and maintained equipment and sample inventory of products and sustained documentation and clients’ files.Acknowledged and responded to relevant customer queries, needs, and expectations and suggested, as well as promoted retail products or additional services; upheld hygiene standards and followed health and safety regulations. Show less

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  LoDo Chair Massage

  Jan 2017 - now

  Hired to oversee, plan, and monitor the day-to-day running of the business to ensure smooth progress and close business deals to expand existing operations to the national level. Manage 9,000 contractors across the country and liaise with superiors to make decisions for operational activities and set strategic goals. Ensure adherence to key performance objectives to meet business and customer expectations.Closed the largest deal in the company’s history and added $100,000 to the revenue within just 4 months; maintains corporate relationships and regularly evaluates the efficiency of business procedures according to set objectives.Consistently maintains a 40% annual revenue growth rate since 2017 and expanded to 45 cities from 18 within three years; gained 20% business each quarter as compared to the prior year till the first quarter of 2020 (pre-COVID-19).Increased client retention from 15 to 75 and contractors from 3,000 to 9,000, as well as contributed extensively to enhancing work efficiency by streamlining processes and using the best CRM for the company.Respond to email queries on a daily basis and contact potential customers using a database of 15,000 different companies; handle active clients’ requests including companies such as Google, Amazon, Goldman Sachs, and Audi.Handle a variety of functions such as account receivable / account payable, payroll, CRM, creating promotions, managing QuickBooks, social media marketing, hiring, disciplinary issues, among other HR tasks.Create training manuals for the sales team and train sales force, as well as an administrative team; planned, participated, and actively contributed to strategic planning meetings with the owner. Show less

  • Chief Operating Officer

    Jun 2024 - now

  • Managing Director

    Jan 2021 - Jun 2024

  • Director Of Operations

    Jan 2017 - Jan 2021