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Skills

  • Client communication
  • Event planning and coordination
  • Team building
  • MS Office
  • Data-driven decision making
  • Organization
  • Business operations
  • Staff management
  • Billing workflow optimization
  • Strategic planning

Work Experiences

  • Collaborated with cross-functional teams.
  • Achieved 12 in incremental revenue.
  • Presentations, trend reports, kitted assets, and product data sheets were among the creative sales tools I developed.
  • Advised product development teams on how to improve products based on customer feedback.
  • Planned and executed events and marketing programs that resulted in 2 times the number of qualified leads that were expected.
  • Compiled product, market, and customer data to forecast accurate sales and profit projections.
  • Increased Microsoft Excel sales and brand exposure by developing new packaging, collateral, and sales materials, as well as optimizing target audience reach.
  • Aligned membership initiatives with corporate objectives.
  • Created innovative and targeted collateral to support overall branding objectives.
  • Achieved 59% growth in engagement.

Summaries

  • Added $9 in revenue from underperforming markets.
  • Achieved a 37% reduction in administrative processing time.
  • Accomplished and visionary leader who collaborated with finance teams to re-engineer billing workflows, reducing overdue accounts by 19% and improving member billing satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Leader who is articulate and driven, as well as having a high level of energy and an engaging personality.
  • Achieved a 57% decrease in churn.
  • Market research, plan optimization, and viral content creation are all areas of expertise.
  • Boosted engagement through digital outreach programs.
  • Achieved 37% growth in member engagement.

Accomplishments

  • Planned and implemented an incentive-based referral program that generated 8 new memberships through organic outreach in 2017.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Optimized membership contract renewals through improved digital interfaces, reducing member dropout rates by 59%.
  • Introduced automated workflows into the membership renewal process, reducing manual errors by 41% and ensuring on-time renewals.
  • Developed and delivered a member services training program that increased team productivity by 46% and achieved an improved member satisfaction rating.
  • Pioneered cross-departmental workflow optimizations within the membership services team, cutting the average issue resolution time by 14 hours.
  • Spearheaded a company-wide initiative to enhance digital communication channels, resulting in 66% faster response times and improved member interactions.
  • Managed annual membership services budget of 8, optimizing spending to achieve a 26% cost efficiency while maintaining high service levels.
  • Developed and launched a comprehensive member engagement strategy using targeted campaigns, achieving a 70% increase in membership renewals YOY.
  • Led cross-functional team to implement a member feedback system across Microsoft Excel, resulting in a 69% boost in member satisfaction and improved services.

Affiliations

  • Society of Human Resource Management
  • Public Relations Society of America (PRSA)
  • Council of Membership Services Executives (CMSE)
  • National Business Association (NBA)
  • International Association of Membership Managers (IAMM)
  • American Society of Association Executives (ASAE)
  • Lions Club
  • Freemason
  • National Association of Social Workers
  • Professional Association of Customer Engagement (PACE)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Certified Marketing Professional (CMP) by American Marketing Association (AMA)
  • Google Certified Professional Cloud Architect
  • ServSafe
  • Association Membership Management Certificate by Lakeside Partners
  • Certified Membership Director by Club Management Association of America (CMAA)
  • Nonprofit Leadership Certificate by Summit Group
  • Certified Public Accountant

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