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Skills

  • Onsite facility tours
  • Developing data-driven membership offers
  • Customer feedback loop setup and improvement
  • Measuring and improving customer retention
  • CRM platform management (Power BI)
  • MS Office
  • Interdepartmental collaboration
  • Customer satisfaction management
  • Interviewing skills
  • Complaint resolution and escalation management

Work Experiences

  • Achieved a 44% reduction in membership cancellation rate through proactive outreach and personalized service strategies.
  • Boosted new sign-ups by 5% within the first quarter.
  • Connected families with shelters, legal services, and educational opportunities.
  • Achieved $18 in new sign-ups.
  • Devised and implemented a number of novel policies and strategies to help clients achieve self-sufficiency.
  • Educated families and members of the community about domestic violence and its effects on children.
  • Assisted in restructuring monthly membership billing plans.
  • Was in charge of staff development, which included in-depth trainings, workshops, seminars, and other opportunities for learning.
  • Collaborated with product teams to develop exclusive offers for members, resulting in a 79% spike in premium membership sales.
  • Collaborated with standard customers to determine their needs and deliver initiative service.

Summaries

  • Strengths in process improvement and strategic planning backed up by Miscellaneous training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished in crafting data-driven retention strategies, boosting member engagement by 48% while managing high-performing teams. Expertise in initiative driving productive customer relationship management.
  • Director of Social Services with extensive research, grant writing, and communication skills.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished at reducing complaint resolution times by 34% while achieving 51% customer satisfaction by organizing member-driven service enhancements. Skilled at improving cloud-based CRM systems for membership management.
  • Fluency in both Portuguese and French.
  • With forward-thinking strategies and skilled leadership over teams and resources, she has a track record of increasing community support.
  • Adept at managing teams.

Accomplishments

  • Participated in membership team performance reviews, improving team productivity and reducing staff turnover by 75%.
  • Created comprehensive membership reports on member growth, churn, and engagement, aiding the Senior Leadership Team in strategic planning.
  • Led a cross-functional team to develop a mobile app for managing memberships more efficiently, increasing mobile platform usage by 41%.
  • Utilized QuickBooks for effective tracking and analyzing membership data for future forecasting, performing at a 55% accuracy rate.
  • Reduced member complaints by 72% through the implementation of new conflict resolution training.
  • Engineered cost-saving membership initiatives, reducing membership-related operational costs by 39% without compromising service quality.
  • Standardized membership operations and developed guidelines that reduced churn by 54% within several months.
  • Utilized metric to manage membership communications, streamlining correspondence and reducing pending inquiries by 80%.
  • Led member benefits program overhaul, aligning benefit offerings with customer preferences, which resulted in a 35% satisfaction increase.
  • Enhanced membership engagement by creating interactive webinars and events, resulting in a 47% increase in event attendance.

Affiliations

  • Freemason
  • National Association of Membership Development Professionals
  • American Society of Association Executives (ASAE)
  • National Speakers Association (NSA)
  • International Customer Experience Professionals Association (ICXPA)
  • Association for Computing Machinery
  • Certified Professional in Human Resources (PHR)
  • National Association of Social Workers
  • Customer Relationship Management Institute
  • American Society of Safety Professionals

Certifications

  • Certified Membership Professional (CMP) by MemberWise
  • Grant Writing Certification by American Grant Writers’ Association
  • Certified Business Analysis Professional (CBAP)
  • American Society of Association Executives (ASAE) Membership Certificate
  • SHRM Certified Professional (SHRM-CP)
  • Content Marketing Certification by Copyblogger
  • Community Management Certification by CMX
  • Certified Public Accountant (CPA)
  • First Aid/CPR Certified
  • Cisco Certified Network Associate (CCNA)

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