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Skills

  • First Aid/CPR
  • Project organization
  • Public relations
  • Conflict mediation
  • Relationship development
  • Administrative support
  • CRM and office management software
  • Human resources best practices
  • Conflict resolution training
  • Budget Management for Member Services

Work Experiences

  • Authored staff training on conflict resolution.
  • Achieved 55% higher loyalty.
  • Streamlined back office services for clients to ensure proper functionality and a positive user experience.
  • Increased productivity, managed accounts, planned itineraries, and scheduled client and leadership meetings.
  • Improved productivity initiatives, account management, itinerary coordination, and client/leadership appointment scheduling.
  • Achieved a 80% boost in member engagement.
  • Achieved renewals before expiration.
  • Increased productivity and oversaw the presidential calendar, which included coordinating itineraries and scheduling meetings.
  • Achieved 14% year-over-year growth in membership renewals.
  • Achieved 62% improvement in services.

Summaries

  • Strategic thinker with expertise in workflow optimization.
  • Assisting members of the administrative team in completing tasks in a timely and accurate manner.
  • With eagerness and attention, dependable in assisting various office staff and customers.
  • Multi-tasking expert with over 4 years of program experience and a strong desire to contribute to team success.
  • Proficient in promoting framework by leveraging strategic planning and process improvement knowledge.
  • Professional and well-versed office team member with excellent clerical skills and Miscellaneous knowledge.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Standard, category, and process are all available.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Lead Member Service Director.
  • Lead Member Service Director is a hardworking and dependable Lead Member Service Director who excels at team leadership and stakeholder engagement.

Accomplishments

  • Partnered with cross-functional teams to improve loyalty rewards redemption processes, increasing redemption rates by 27% and improving overall program adoption.
  • Successfully resolved high-profile member disputes with initiative, reducing escalation time from 5 weeks to 17 hours on average.
  • Fostered long-term relationships with 8 key members, resulting in a 53% increase in overall member satisfaction and retention rates.
  • Improved team efficiency through revised service workflows, reducing average handle time (AHT) for member inquiries by 9 minutes.
  • Headed customer service process overhaul, leading to a 77% improvement in NPS (Net Promoter Score) and significantly enhancing service speed.
  • Supervised the creation and implementation of a member education program that improved understanding of benefits, increasing member engagement by 55%.
  • Identified and initiated key technology upgrades, leading to a 6% reduction in member login failures that previously spiked service tickets.
  • Developed and implemented a community-focused loyalty program, increasing membership renewal rates by 40% over two years.
  • Worked with marketing to enhance the member referral program, boosting membership signups by 3 through targeted outreach.
  • Led the member services department through a transition to remote work, maintaining response times and achieving a 65% increase in productivity YOY (2018).

Affiliations

  • Member of the Society of Customer Affairs Professionals (SOCAP) to stay informed on the latest member retention strategies and trends.
  • Graduate of Leadership and Management Development Program accredited by process to enhance capabilities in senior leadership roles.
  • Participant in Harvard Business School Online's course on Management Essentials, applying insights to improve team leadership and member service.
  • Attendee of the Annual Customer Service Experience (CSE) Conference in 2016, learning advanced service methodologies.
  • Graduate of a Salesforce Administrator Course, certified to optimize Salesforce for improved CRM data tracking.
  • Member of the Society for Human Resource Management (SHRM), staying current on employee training and development strategies.
  • Member of the Project Management Institute (PMI) to enhance capabilities in service-related project leads and operational improvements.
  • Affiliated with the Association for Customer Loyalty (ACL), leveraging insights to refine customer loyalty programs.
  • Member of the National Association of Sales Professionals (NASP), acquiring skills in relationship-building and customer relationship management.
  • Member of the Association for Talent Development (ATD) focused on enhancing onboarding and training optimization strategies.

Certifications

  • CompTIA Security+
  • CompTIA A+ Technician
  • Certified Complaints Handling Expert (CCHE) - program
  • Certified CRM Analyst - framework Certification
  • ISO 10002: Quality Management for Customer Satisfaction Certification - metric
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP) - Project Management Institute
  • SAP Certified Application Associate
  • Conflict Resolution and Mediation Specialist Certification - system
  • Certified Change Management Professional (CCMP) - Association of Change Management Professionals (ACMP)

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