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Skills

  • Stakeholder engagement
  • Cloud-based CRM migration
  • Relationship development
  • Workflow planning
  • Regulatory compliance
  • Conflict resolution and problem-solving
  • Cloud computing solutions
  • Cross-functional team collaboration
  • First Aid/CPR
  • Supervision

Work Experiences

  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Achieved savings of $8.
  • Analyzed call center data.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Analyzed call center data and standardized workflows, reducing response time by 81% while maintaining consistency across channels.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Boosted member communication efficiency by 75%.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.

Summaries

  • Adaptable person with client relations and team leadership abilities.
  • Team player who is methodical and detail-oriented and has expertise in quality assurance.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Accomplished Director of Member Services.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Highly skilled in performance reporting terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Director of Member Services who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • Professional in office management and administration with 17 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.

Accomplishments

  • Executed conflict resolution procedures, achieving a 16% decrease in member complaints.
  • Collaborated with team of 16 in the development of process.
  • Led a task force on member services innovation, cutting response times by 33% and improving overall service efficiency.
  • Advocated for member needs across cross-functional teams, resulting in enhanced program features for 15 total members.
  • Introduced Asana to improve member data transparency, achieving 51% more accurate membership tracking.
  • Revised and enhanced team training programs for handling sensitive member-support issues, improving member satisfaction by 68%.
  • Analyzed and forecasted membership trends, resulting in a 37% improvement in upselling opportunities.
  • Created and implemented a member advocacy program that drove a 75% increase in organic referrals.
  • Integrated procedure into day-to-day membership operations, increasing response times by 37%.
  • Established a member-centric newsletter campaign that increased engagement by 79%.

Affiliations

  • National Contract Management Association (NCMA)
  • International Customer Service Association (ICSA)
  • Customer Service Professionals Network (CSPN)
  • Network of Executive Women (NEW)
  • Association of Fundraising Professionals (AFP)
  • Women in Associations Network
  • Association Forum of Chicagoland
  • Marketing Research Association (MRA)
  • Lions Club
  • Member Service Process Improvement Group

Certifications

  • Certified in Healthcare Customer Service Management (CHCSM) - Cedar Works
  • Lean Six Sigma Green Belt Certification - 2020
  • Certified Public Accountant (CPA)
  • Certified Customer Service Leader (CCSL) - Harbor & Co.
  • Certified Public Accountant
  • Certified in Multicultural Customer Engagement - Brightline
  • Certified Customer Experience Professional (CCXP) - Lakeside Partners
  • Business Process Management (BPM) Practitioner Certification - Summit Group
  • Certified Business Analysis Professional (CBAP)
  • Certified Professional in Customer Loyalty and Retention (CPCLR) - Lakeside Partners

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