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Skills

  • Business correspondence
  • Advanced problem solving
  • Business operations
  • PR strategy development
  • SalesForce
  • Operational improvement
  • Strategic corporate guidance
  • Process improvement
  • Escalation management
  • Customer inquiry resolution

Work Experiences

  • Achieved results within several months.
  • Boosted client engagement through personalized follow-up strategies, resulting in 2 additional product upsells in two years.
  • Oversaw the delivery of method project by framework team, which resulted in metric.
  • Collaborated with cross-functional teams.
  • Audited and organized member data to ensure completeness and accuracy, resulting in a 42% improvement in CRM efficiency.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Actively participated in business development initiatives that contributed to a 63% growth in membership over one year.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • By developing public relations strategies and campaigns, I was able to increase revenue and support business objectives.
  • Awarded in 2017.

Summaries

  • Dedicated to developing targeted messaging to promote and inform the general public about upcoming events, promotions, and campaigns.
  • Achieved a 26% improvement in client retention over two years.
  • Achieved a 84% rise in member satisfaction.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Member Relationship Officer with 17 years of successful stakeholder engagement and quality assurance experience.
  • Clear understanding of process improvement and strategic planning as well as vendor management training.
  • Addressed customer needs through service reviews.
  • Achieved results within 18 months.
  • Client-focused Member Relationship Officer.

Accomplishments

  • Guided the team to exceed monthly SLA compliance across 14 member accounts, driving an overall client satisfaction rate of 58%.
  • Achieved a 53% increase in cross-selling member services by introducing an incentive-based referral system.
  • Led rollout of new member loyalty program, resulting in a 33% increase in member satisfaction scores.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Oversaw client satisfaction analysis across 17 accounts, directly contributing to an improvement in member NPS by 23%.
  • Improved response times for member complaints by 38%, positively impacting overall customer experience and CSAT scores.
  • Provided high-touch service to key account holders, securing $5 in high-value renewals in 2015.
  • Facilitated the resolution of 12 escalated service requests, reducing average resolution time by 54%.
  • Built strong relationships with key members, achieving a 70% renewal rate in 2019.
  • Collaborated with finance and operations to introduce new membership packages, resulting in 82% growth in membership revenue.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Freemason
  • Association for Financial Professionals (AFP)
  • American Society for Quality (ASQ)
  • Association for Supply Chain Management (APICS)
  • National Association of Professional Women (NAPW)
  • Society of Human Resource Management
  • Certified Financial Planners (CFP®) Board
  • Association for Computing Machinery
  • Customer Success Association (CSA)

Certifications

  • Certified Client Relationship Manager (CCRM)
  • Certified Digital Banking Specialist
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Problem Solving Specialist (CPSS)
  • Certified Credit Union Financial Counselor (CCUFC)
  • Credit Union Development Educator (CUDE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Certificate in Customer-centric Business (ACCB)
  • SHRM Certified Professional (SHRM-CP)
  • LEAN Customer Service Transformation Professional

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