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Skills

  • Developing data-driven membership offers
  • KPI tracking and analysis
  • Measuring and improving customer retention
  • Cross-functional team collaboration
  • Proficient in Asana
  • Team management
  • Conflict resolution and negotiation
  • Team building
  • Campaign performance tracking and reporting
  • Customer relationship management improvement

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Achieved a 33% reduction in membership cancellation rate.
  • Collaborated with cross-functional teams.
  • Contributed to data-driven decision-making.
  • Achieved a 44% reduction in membership cancellation rate through proactive outreach and personalized service strategies.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Accountable for accurately forecasting a $5 budget.
  • Devised and implemented a number of novel policies and strategies to help clients achieve self-sufficiency.
  • Coordinated member-focused webinars and online workshops, increasing participation rates by 42%.
  • Achieved high ratings in post-service surveys.

Summaries

  • Adept at increasing premium membership sales by 47%.
  • Social Services Director with experience managing social work programs and a strong understanding of welfare and crisis intervention laws.
  • Achieved 49% growth in the membership base.
  • Within Miscellaneous, senior Membership Assistant Manager and outstanding performer in risk assessment and stakeholder engagement.
  • Boosted member satisfaction scores to 37%.
  • Achieved a 36% improvement in revenue outcomes.
  • Adept at managing cross-functional teams.
  • Adept at coordinating cross-functional teams.
  • Intelligent Social Services Director with experience in budgeting and program management.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Developed a network of strategic partnerships to offer special membership deals, contributing to a 24% increase in referral memberships.
  • Trained new team members in Asana customer service protocols, reducing response time to member inquiries by 48%.
  • Reduced member complaints by 72% through the implementation of new conflict resolution training.
  • Created detailed segmentation reports that helped implement targeted campaigns, contributing to a 65% increase in member retention.
  • Utilized metric to manage membership communications, streamlining correspondence and reducing pending inquiries by 80%.
  • Utilized QuickBooks for effective tracking and analyzing membership data for future forecasting, performing at a 55% accuracy rate.
  • Standardized membership operations and developed guidelines that reduced churn by 54% within several months.
  • Documented and resolved procedure which led to process.
  • Continuously reviewed and adjusted membership policies and procedures to enhance member experiences and operational efficiency.
  • Modeled and forecasted membership trends based on historical metrics, providing the senior leadership team valuable predictions for the upcoming year.

Affiliations

  • Member Engagement Institute
  • National Association of Social Workers
  • Toastmasters
  • International Association of Administrative Professionals (IAAP)
  • Association for Talent Development (ATD)
  • Association of Fundraising Professionals (AFP)
  • Accredited Membership Manager (AMM) Certification
  • Association Management Training Program by Summit Group
  • Membership Development Collaborative Network
  • Association for Computing Machinery

Certifications

  • Certified Association Executive (CAE)
  • Certified Nonprofit Board Consultant (CNBC)
  • Event Planning and Management Professional (EPM) Certification
  • Digital Marketing Professional Certificate
  • Microsoft Certified Systems Engineer (MCSE)
  • Apple Certified Associate (ACA)
  • Customer Feedback and Insights Certification
  • ServSafe
  • Partnership Development for Nonprofits Certification
  • IAP2 Certificate in Engagement

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