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Skills

  • Trade show representation
  • Campaign performance analysis
  • Customer feedback analysis
  • Membership renewals
  • Social media coordination
  • First Aid/CPR
  • Account reconciliation
  • Project organization
  • Conflict resolution
  • Client Satisfaction Improvement

Work Experiences

  • Aimed at re-engaging dormant members.
  • Collaborated with the social media team to increase member interactions on QuickBooks, seeing a 73% increase in activity over two years.
  • Achieved an 4% increase in early renewals.
  • Achieved a 80% growth in member spend.
  • Coordinated member-exclusive weekly webinars.
  • Achieved a 18% improvement in response rate.
  • Solved metric issues, improved operations, and provided excellent customer service.
  • Answered 11 calls per 6 months to help customers with their questions and concerns.
  • Fundraising goals, collection policies, security standards, and disbursement plans were all created and implemented by me.
  • Boosted member engagement on digital forums.

Summaries

  • Applied data-driven insights.
  • Member Engagement Representative with 17 years of successful stakeholder engagement and quality assurance experience.
  • Achieved a 55% lift in engagement on key digital platforms.
  • Collaborative and driven professional adept at cross-departmental initiatives and email marketing automation, contributing to consistent message alignment and a 22% improvement in engagement metrics.
  • Adept at cross-departmental initiatives.
  • Award-winning Member Engagement Representative specializing in data-driven decision-making and needs assessment to drive client satisfaction and engagement.
  • Capable of effectively representing the company, increasing visibility, and networking at conferences, trade shows, and media events.
  • Committed Member Engagement Representative with a passion for building lifelong member relationships, consistently delivering over 29% year-over-year retention through personalized outreach.
  • Committed to continuously improving member satisfaction through enhanced feedback collection processes that reduce response time by 45% and deliver actionable insights for improvement.
  • Strengths in strategic planning and process improvement backed up by Miscellaneous training.

Accomplishments

  • Documented and resolved standard which led to category.
  • Re-designed client satisfaction survey, increasing response rate by 19% and gathering actionable feedback for finance.
  • Introduced self-service tools that empowered members to manage their own accounts, leading to a 73% decrease in member support requests.
  • Assisted in the implementation and staff training of Asana, which led to a 39% reduction in manual labor and errors related to member accounts.
  • Successfully facilitated collaboration between 4 departments, ensuring seamless member experience across all 8 service locations.
  • Proactively resolved 14 membership disputes through in-depth account reconciliation, leading to a revenue recovery of $11 over the past year.
  • Led 9 webinars and virtual events to educate and reconnect members, driving a 51% increase in attendance and engagement.
  • Partnered with social media managers to improve community engagement, resulting in an increase of 56% in online member interactions.
  • Played an essential role in migrating member data to a new CRM platform, resulting in 63% faster access to critical member information.
  • Developed and executed feedback collection strategies, reducing member response time by 58% and increasing satisfaction ratings by 27%.

Affiliations

  • Communications Network - Ongoing participation in community insights for member-driven organizations
  • Society of Marketing Professional Services (SMPS) - Active Member involved in digital campaigns
  • Women in Customer Success Network (WICSN) - Lead Sessions on Member Engagement Best Practices
  • Society of Women Engineers
  • National Association of Social Workers
  • Project Management Institute
  • Toastmasters
  • Rotary International
  • Association for Computing Machinery
  • International Association of Business Communicators (IABC) - Participated in the Member Engagement SIG

Certifications

  • Certified Digital Communications Specialist (DCS) - 2018
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • Certified Loyalty Marketing Professional (CLMP) - Lakeside Partners
  • Google Analytics Individual Qualification (GAIQ) - 2017
  • Certified Email Marketing Strategist - 2023
  • Project Management Professional (PMP)
  • Certified CRM System Administrator - HubSpot
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)

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