Epifania Wilson-Wynn
Auckland,AUK
Summary
Dynamic fitness professional with a proven track record at Blitzemstraining, enhancing gym revenue and member satisfaction through innovative program design and exceptional leadership. Specializes in adaptive fitness programming and motivational strategies, significantly improving client fitness levels. Demonstrates expertise in human anatomy and cultural awareness, ensuring personalized and inclusive training experiences.
Passionate Personal Fitness Trainer successful at making workouts fun and rewarding. Expertise in instructing clients on proper lifting techniques and educating clients on nutrition and hydration needs. Experience providing instruction for one-on-one sessions, buddy sessions and group training classes.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Specialist
The YMCA Auckland City Council
08.2025 - Current
- Assisted customers in resolving inquiries and issues through effective communication and problem-solving techniques.
- Learned and utilized customer service software to manage interactions and track resolutions efficiently.
- Collaborated with team members to enhance customer experience by sharing feedback and best practices.
- Adapted quickly to new processes and tools, maintaining a positive attitude during training periods.
- Provided support in managing customer accounts, ensuring accurate information was maintained at all times.
- Developed familiarity with product offerings to effectively address customer questions and concerns.
- Participated in training sessions to improve knowledge of company policies and enhance service delivery skills.
- Engaged with customers via multiple channels, demonstrating flexibility in handling diverse service requests.
- Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
- Conducted quality assurance evaluations on customer interactions, providing constructive feedback to enhance service delivery standards.
- Developed and implemented training programs for new hires, contributing to enhanced team performance and productivity.
- Led team meetings and facilitated open dialogue, fostering a sense of camaraderie and shared purpose among members.
- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Collaborated with cross-functional teams to develop new strategies for enhancing the overall customer experience.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Assisted with the development of departmental policies and procedures aimed at improving efficiency without compromising on customer satisfaction levels.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Consistently achieved personal performance targets while actively contributing to the success of the broader team.
- Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.
- Worked closely with management on initiatives focused on reducing churn rates through proactive engagement efforts targeting at-risk accounts before they lapsed into disengagement status due to dissatisfaction or other factors.
- Tracked performance metrics to identify areas of improvement, leading to targeted coaching sessions for team members.
- Participated in ongoing professional development opportunities, staying current with industry trends to better serve customers'' needs.
Personal Fitness Coach
Blitzemstraining
10.2022 - 09.2023
- Provided exceptional one-on-one instruction by focusing on each client''s unique learning style.
- Streamlined administrative tasks such as scheduling appointments, tracking client progress, and managing billing matters efficiently.
- Increased overall gym revenue through upselling personal training packages and promoting other available services.
- Provided exceptional customer service to obtain new clients through referrals.
- Devised personalized programs and nutritional plan for clients to achieve optimal results.
- Demonstrated commitment to safety by thoroughly inspecting all equipment regularly and reporting any issues promptly.
- Screened clients and performed client assessments.
- Supplied clients with dietary restrictions and guidelines.
- Inspected gym equipment for optimal operating condition prior to instructing clients on proper use.
- Conducted fitness orientation programs for new members.
- Enhanced gym member satisfaction through providing top-notch customer service and addressing individual needs.
- Improved client fitness levels by developing personalized exercise programs tailored to individual goals and abilities.
Ems Trainer
Fu/nis Ems Training
02.2019 - 09.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided exceptional customer service to obtain new clients through referrals.
- Devised personalized programs and nutritional plan for clients to achieve optimal results.
- Worked with clients to improve overall endurance, strength, flexibility and balance.
- Enhanced gym member satisfaction through providing top-notch customer service and addressing individual needs.
- Trained clients during strength training, cardio vascular exercise, and stretching.
- Designed and executed individual and small group exercise fitness programs and regimens.
- Developed and implemented creative exercise programs to keep clients engaged and motivated.
- Motivated clients to stay on track with fitness goals with positive and friendly approach.
- Educated customers on preventive care, nutrition, fitness, stress management, and ergonomics.
- Developed healthy eating meal plans for clients to provide holistic approach.
- Promoted safe and inclusive environment for club clients and members.
- Demonstrated proper form and technique to prevent injury.
- Promoted fitness classes to boost gym attendance.
- Developed and implemented fitness assessment system to evaluate progress of participants.
Fitness Instructor
Miss Gym
03.2018 - 09.2019
- Educated gym members on proper form and technique during workouts, reducing the risk of injury while maximizing results.
- Helped clients reach fitness objectives by providing encouragement and motivation.
- Promoted a positive workout environment by fostering strong relationships with clients, resulting in increased customer satisfaction.
- Created an inclusive environment for all participants by modifying exercises to accommodate varying skill levels and physical limitations.
- Designed innovative fitness plans to keep clients engaged.
- Collaborated with clients to identify potential barriers to achieving fitness goals.
- Developed goal-oriented training programs that led clients to achieve significant improvements in strength, endurance, flexibility, and overall functional ability.
- Boosted client motivation by developing personalized fitness programs tailored to individual goals and abilities.
- Maintained clean and organized fitness facilities, providing a safe and welcoming space for all gym members.
- Explained use of exercise equipment to all participants, prioritizing safety at all times.
- Utilized social media and other marketing strategies to promote gym programs and services, attracting new clients and increasing revenue.
- Remained current with fitness trends and techniques to provide latest and most impactful workouts for clients.
- Provided clients with nutrition and lifestyle advice to support overall health and wellness.
- Cultivated positive relationships with participants by interacting with group during fitness classes.
- Instructed gym members about correct use of weight resistance and cardiovascular equipment.
- Enhanced class participation by designing fun and engaging group exercise routines that catered to various fitness levels.
- Organized community-wide fitness events, raising awareness about health benefits associated with regular exercise and encouraging an active lifestyle among residents.
- Explained and demonstrated safe and appropriate exercises for clients of various fitness and physical abilities.
- Improved gym member retention through consistent monitoring of progress and providing regular feedback on performance.
- Increased membership sales by conducting informative tours of the facility and highlighting unique features of the gym''s offerings.
- Kept accurate and updated client records to track progress and provide follow-up.
Waiter
Kiss Kiss Restaurant
07.2018 - 12.2018
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Utilized strong multitasking skills to manage multiple tables simultaneously while maintaining a high level of attention to detail.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
Floor Staff Member
Coffee Club Cafe
06.2017 - 04.2018
- Assisted with store opening and closing procedures, ensuring thorough preparation for each day''s business activities.
- Utilized strong communication skills when interacting with both customers and colleagues, effectively conveying relevant information as necessary for successful daily operations.
- Provided friendly greetings upon customer entry, creating a welcoming atmosphere within the establishment from the outset of each visit.
- Maintained a positive attitude throughout each shift, effectively navigating challenges and fostering a pleasant work environment for both staff and customers.
Barista
Crown Plaza
02.2015 - 07.2016
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Head Waiter
Crown Plaza Hotel
02.2014 - 11.2015
- Developed strong rapport with returning guests, leading to increased customer loyalty and positive reviews.
- Trained staff members on use of POS system.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
Education
High School Diploma -
Emmanuel Christian School
Auckland12.2013
Skills
Passion for fitness
Leadership skills
Exercise program design
Adaptive Fitness Programming
Motivational
High-Intensity Interval Training
Languages
Samoan
Full Professional
Timeline
Senior Customer Service Specialist
The YMCA Auckland City Council
08.2025 - Current
Personal Fitness Coach
Blitzemstraining
10.2022 - 09.2023
Ems Trainer
Fu/nis Ems Training
02.2019 - 09.2022
Waiter
Kiss Kiss Restaurant
07.2018 - 12.2018
Fitness Instructor
Miss Gym
03.2018 - 09.2019
Floor Staff Member
Coffee Club Cafe
06.2017 - 04.2018
Barista
Crown Plaza
02.2015 - 07.2016
Head Waiter
Crown Plaza Hotel
02.2014 - 11.2015
High School Diploma -
Emmanuel Christian School