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Skills

  • Project organization
  • MS Office
  • Loyalty program development
  • Supervision
  • Budgets
  • Team management
  • Process improvement
  • Customer experience design
  • CRM implementation (Jira)
  • Time management and prioritization

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Drafted member-facing communications.
  • Collaborated with the finance team to optimize membership fees, achieving a 5 increase in revenue without member complaints.
  • Achieved results in several months.
  • Directed a membership renewal campaign, achieving a 61% renewal rate, exceeding the annual target.
  • Coordinated with compliance to implement a new CRM system, improving member communication and reducing response times by 22%.
  • Looked for industry trends on social media and through online sources.
  • Compiled detailed reports on key member metrics for the Executive Team, driving informed decisions on member initiatives.
  • Designed and launched an exclusive benefits package for premium members, contributing to a 67% increase in high-tier memberships.
  • Created a referral incentive plan.

Summaries

  • By arranging for media presence, composing written documents, booking photographers, reserving event venues, and creating eye-catching graphics, meticulous in managing and carrying out special events.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Analytical professional driving member loyalty and satisfaction initiatives, including developing a membership loyalty program responsible for a 62% increase in retention.
  • Customer-service centric professional with 9 years of experience in member relations, consistently exceeding satisfaction goals while identifying areas for operational improvements.
  • Collaborative leader skilled in optimizing membership processes, securing a 16 increase in revenue through innovative membership tiering and fee structures.
  • Accomplished Member Relations Coordinator.
  • Strengths in data analysis and project management backed up by Miscellaneous training.
  • Committed to enhancing overall member experience.
  • Committed to enhancing overall member experience, initiating and facilitating forums that drove a 50% improvement in satisfaction through policy adjustments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Collaborated with marketing to develop targeted email campaigns, driving a 77% increase in member event attendance.
  • Managed cross-functional campaign initiatives aimed at member acquisition, resulting in 15 new memberships over two years.
  • Initiated a cross-sell campaign that expanded product adoption by 55% across the existing member base.
  • Worked with leadership to set and meet key performance indicators (KPIs) for the Member Relations team, leading to a 27% increase in overall team efficiency.
  • Built and maintained strong relationships with over 3 key stakeholders, ensuring consistent alignment on member engagement objectives.
  • Developed personalized member engagement plans, boosting VIP member re-engagement by 65%.
  • Streamlined the member renewal process, leading to a 79% increase in annual membership re-enrollments.
  • Served as main point of contact for resolving high-priority member concerns, achieving 29% resolution within 24 hours.
  • Implemented a feedback loop system to promptly address member concerns, reducing resolution times by 13 days.
  • Increased member engagement by developing and launching educational webinars, increasing participation by 76%.

Affiliations

  • Nonprofit Association Membership Leaders Network
  • Women in Event Planning and Coordination
  • International Council of Nurses
  • International Data & Reporting Professionals Association
  • Membership Management Institute
  • American Management Association (AMA) – Member Engagement Chapter
  • Freemason
  • National Customer Service Association (NCSA)
  • American Marketing Association
  • National Association of Social Workers

Certifications

  • Certified Public Accountant (CPA)
  • Customer Relationship Management (CRM) Certification – ServiceNow
  • Salesforce Administrator Certification
  • Certified Public Accountant
  • Certified Social Media Marketing Expert (CSMSE)
  • Data Analytics for Nonprofits Certification
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Systems Engineer (MCSE)

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