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Skills

  • Data-driven decision making
  • Strategy development
  • MS Office
  • Relationship development
  • Budgets
  • Needs assessment
  • Trade show representation
  • Procedure equipment
  • Conflict resolution
  • Communication planning

Work Experiences

  • Looked for industry trends on social media and through online sources.
  • Transported Asana to 18 months customer locations.
  • Adopted by 17 members.
  • Analyzed member data.
  • Achieved a retention rate of 41% year over year.
  • Achieved results within 6 months.
  • Built and sustained relationships with high-value members, which resulted in a retention rate of 61% year-over-year.
  • Collaborated with the marketing team.
  • Conducted proactive outreach.
  • Coordinated member-exclusive weekly webinars.

Summaries

  • Committed to continuously improving member satisfaction through enhanced feedback collection processes that reduce response time by 45% and deliver actionable insights for improvement.
  • Within Miscellaneous, senior Member Engagement Representative and outstanding performer in performance reporting and quality assurance.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved 67% growth in premium memberships.
  • Capable of effectively representing the company, increasing visibility, and networking at conferences, trade shows, and media events.
  • Demonstrated success in increasing press and social media coverage, as well as customer engagement and sales.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Award-winning Member Engagement Representative.
  • Accomplished Member Engagement Representative.
  • Built strong relationships.

Accomplishments

  • Partnered with social media managers to improve community engagement, resulting in an increase of 56% in online member interactions.
  • Identified under-served market segments and developed outreach strategies that resulted in a 31% membership growth within two years.
  • Generated and analyzed CRM reports, identifying key trends and opportunities that boosted member retention by 20% over 6 months.
  • Played an essential role in migrating member data to a new CRM platform, resulting in 63% faster access to critical member information.
  • Orchestrated weekly calls with disengaged members, translating feedback into actionable insights and increasing loyalty by 55% over one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed automated email marketing campaign that successfully led to 16% more renewals and upsells within the first several months.
  • Introduced self-service tools that empowered members to manage their own accounts, leading to a 73% decrease in member support requests.
  • Collaborated with team of 17 in the development of metric.
  • Directed team responsible for resolving 8 member account issues, delivering a 85% decrease in complaints within several months.

Affiliations

  • National Association of Sales Professionals (NASP) - Engaged in sales effectiveness programs
  • National Society of Leadership and Success - Engaged in Communication Leadership Workshops
  • Community Roundtable - Engaged with professional groups focused on engagement strategies
  • Direct Marketing Association (DMA) - Engagement and Promotions Committee Member
  • Rotary International
  • Member Retention Roundtable - Hosted discussions on enhancing digital engagement
  • American Society of Association Executives (ASAE) - Completed ‘Member Experience Design’ Workshop
  • Freemason
  • Society of Marketing Professional Services (SMPS) - Active Member involved in digital campaigns
  • American Society of Safety Professionals

Certifications

  • Certified Cross-Functional Team Collaboration Specialist - Cedar Works
  • Google Ads Certification (Customer Engagement Focus) - 2021
  • Certified Public Accountant (CPA)
  • Certified ScrumMaster (CSM) – 2018
  • Certified Analytics and Data Management Expert - Harbor & Co.
  • Certified Client Success Manager (CCSM) - Ironclad Systems
  • Certified Customer Engagement Professional (CCEP) - Summit Group
  • HubSpot Email Marketing Certification - 2020
  • Zendesk Certified Administrator - 2017
  • Certified Public Accountant

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