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Skills

  • Bookkeeping
  • Relationship development
  • Team building
  • Operational improvement
  • Scheduling
  • Customer service
  • Goal-setting & timeline management
  • Business Administration
  • Churn Reduction Tactics
  • MS Office

Work Experiences

  • Achieved a 79% improvement in click-through rates.
  • Assisted in increasing member participation in metric by 71% through targeted initiatives and member communication touchpoints.
  • Collaborated with external stakeholders to explore networking and partnership opportunities that brought in 3 new members over 2020.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Achieved results within 18 months.
  • Coordinated a mentorship program linking experienced members with new participants, increasing retention of new members by 52%.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Collaborated with cross-functional teams.

Summaries

  • Boosted participation by 28%.
  • Miscellaneous administrative office management, related regulatory guidelines, and team leadership certified Scrum Master and Coordinator of Member Engagement.
  • Achieved high participation rates.
  • These abilities, as well as a strong work ethic, are available.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Highly skilled in performance reporting terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Coordinator of Member Engagement is a multi-talented Coordinator of Member Engagement who is consistently rewarded for planning and operational improvements.
  • Achieved a 80% reduction in response time.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.

Accomplishments

  • Standardized onboarding procedures for new members, resulting in a 59% reduction in onboarding errors and improving member retention.
  • Managed recruitment efforts for new member acquisition programs, increasing overall community membership by 41%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with the CRM analyst to generate weekly reports on member engagement, analyzing 10 key KPIs to target future outreach strategies.
  • Crafted and rolled out a segmentation strategy to personalize member interactions, contributing to 28% higher member satisfaction scores.
  • Worked closely with customer success to implement a series of strategic partnerships, achieving a 54% increase in member benefits.
  • Ensured consistent communication across 10 member touchpoints, improving overall member satisfaction by 63%.
  • Led an engagement team that increased active participation in online webinars by 23% over the past year.
  • Led a member feedback initiative through detailed surveys and focus groups, implementing 16 member-requested platform enhancements.
  • Trained a team of 3 volunteers for a members’ annual event, elevating event satisfaction rates by 85%.

Affiliations

  • International Customer Experience and Member Retention Association (ICEMRA)
  • International Association of Membership Managers
  • National Association of Social Workers
  • Association for Computing Machinery
  • Engagement Analysis and Retention Professionals Network
  • National Customer Service Association (NCSA)
  • Community Associations Institute (CAI)
  • Membership Growth and Engagement Alliance
  • Society for Human Resource Management (SHRM)
  • Jaycees

Certifications

  • CompTIA A+ Technician
  • Advanced Certificate in Web Communities Management Ironclad Systems
  • CompTIA Security+
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Nonprofit Management Certification Brightline
  • Certified Peer Specialist (CPS) Training
  • Customer Experience (CX) Certification – Summit Group
  • Volunteer Management Certificate - Beacon Labs
  • Hootsuite Social Media Marketing Certification

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