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Skills

  • Customer service
  • Social media management
  • Customer satisfaction analysis
  • Team development
  • Cross-functional team collaboration
  • Problem resolution
  • Customer experience innovation
  • Interpersonal communication
  • Administrative support
  • Team management

Work Experiences

  • Collaborated across departments to successfully launch new initiatives aimed at increasing membership by 2 in Chicago.
  • Analyzed membership data.
  • Achieved a personal recognition rate of 27% from members.
  • Achieved a 25% response rate.
  • Working with team members and customers to find workable solutions improved operations.
  • Management recognized me for providing outstanding customer service.
  • Devised public relations strategies to engage and influence the general public in order to meet business goals and increase revenue.
  • Achieved 33% increase in engagement.
  • Boosted member engagement on the company’s online platform by 39% following content overhaul.
  • Built a network of 3 media and communications professionals to help me maintain strong partnerships, secure positive coverage, and disseminate information quickly.

Summaries

  • Adept at enhancing membership onboarding.
  • Adept at planning high-engagement membership events.
  • Achieved results in 18 months.
  • Achieved participation increases of 31% year-over-year.
  • Adept at planning and executing high-engagement membership events, resulting in participation increases of 78% year-over-year.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Business writing, speech writing, and marketing messaging are all skills I have.
  • Analyzed data trends.
  • Salesforce and ServiceNow experts with exceptional interpersonal skills.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.

Accomplishments

  • Utilized PivotTables and VLOOKUP in Excel to manage and analyze large data sets, increasing team efficiency in trend analysis and reporting.
  • Launched a comprehensive member satisfaction survey campaign that led to 13 actionable insights for improving service offerings.
  • Improved communication flow by automating member notifications on key updates and events, resulting in a framework boost in attendance.
  • Exemplified exceptional customer satisfaction rating of 17% by providing timely, solution-oriented responses to membership inquiries.
  • Successfully resolved complex member concerns by liaising with cross-functioning teams, achieving a 69% increase in member satisfaction.
  • Developed a member loyalty program to incentivize consistent engagement, which resulted in a 82% growth in monthly active users.
  • Trained and mentored a team of 14 new Member Relations Associates, equipping them with strong customer relationship skills and CRM proficiency.
  • Established and maintained a comprehensive member feedback loop that enabled continuous service improvement based on member input.
  • Enhanced the onboarding system through customized email templates and FAQ documentation, increasing new member engagement by 55%.
  • Facilitated cross-department collaboration to implement process improvements for customer inquiries, cutting resolution time by 70%.

Affiliations

  • Affiliate with the Institute of Customer Service (ICS) working on improving member experience and support
  • Active Member of the National Customer Service Association (NCSA) program, focused on comprehensive customer/member service solutions
  • Guest speaker for the Professional Development Series hosted by the Membership Growth Network discussing conflict resolution strategies
  • Participant in the Lakeside Partners Vendor Program Strategy Forum, contributing to discussions on vendor/member program negotiations
  • Earned Continuing Education Units (CEUs) focusing on data-driven CRM analytics through Cedar Works in 2019
  • Volunteer Committee Member of the Association of Professional Membership Managers (APMM), enhancing cross-member engagement
  • Completed advanced training workshops in CRM usage and Analysis with Certification from QuickBooks 2022
  • Member of the Global Customer and Membership Engagement Council since 2015, focusing on data analysis and reporting
  • Professional membership with the International Association of Administrative Professionals (IAAP) to enhance CRM skills
  • Member of the Certified Association Executive Program (CAE) administered by ASAE, focusing on member engagement and leadership

Certifications

  • Certified Microsoft Excel Expert (MOS) for Data Analytics
  • Apple Certified Associate (ACA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Lean Six Sigma Green Belt
  • Customer Relationship Management (CRM) Fundamentals Certification
  • American Academy of Financial Management (AAFM)
  • Google Data Studio Certification
  • Continuing Education Certificate: Member Retention and Growth Strategies
  • Salesforce
  • Remote Leadership Certificate

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