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Skills

  • Team leadership and supervision
  • MS Office
  • Customer Feedback Integration
  • Adaptability in dynamic environments
  • Budgeting and Allocation 
  • Team building
  • Budgets
  • CRM (ServiceNow) proficiency
  • Customer loyalty and retention analysis
  • Corporate Communications

Work Experiences

  • Achieved President's Club for exceptional membership service.
  • Reduced marketing costs by streamlining marketing roles, leveraging communications materials, monitoring budgets, and developing protocol.
  • Coordinated marketing, sales, and IT processes to align activities with corporate goals.
  • Acted as a liaison between members and departments.
  • Increased brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Analyzed competitive membership trends and offered recommendations for improvement, leading to the successful redesign of member benefits.
  • Implemented marketing strategies that resulted in a customer base growth of 18%.
  • Planned and implemented innovative strategies to meet goals and increase long-term profitability.
  • Developed, implemented, and improved business development strategies based on company objectives, product specifications, market data, and budget constraints.
  • Acted as a liaison between members and other departments, facilitating the resolution of complex issues within 5 business days.

Summaries

  • Membership Services Supervisor with 5 years of successful cross-functional collaboration and budget management experience.
  • Market research, plan optimization, and viral content creation are all areas of expertise.
  • Professional with experience in brand management and social media engagement who is results-oriented and collaborative.
  • Achieved success through process improvement.
  • Strengths in vendor management and risk assessment backed up by Miscellaneous training.
  • Boosted member retention through successful initiatives.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Clear understanding of cross-functional collaboration and performance reporting as well as risk assessment training.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Devised a 17-point quality assessment initiative to ensure uniform service standards across all member-facing departments.
  • Developed monthly reports for senior leadership outlining membership growth, retention, and trends to inform business strategy.
  • Led cross-functional team of 14 to implement a CRM solution, improving member satisfaction by streamlining communications.
  • Facilitated virtual and in-person membership events, contributing to a 45% rise in new member engagement during 2024.
  • Led membership satisfaction surveys, translating feedback into actionable improvements, improved satisfaction rate by 20%.
  • Collaborated with finance to restructure membership fees, resulting in a revenue increase of 56% year-over-year.
  • Analyzed past membership cancellations and revamped onboarding procedures to reduce cancellation rates by 71%.
  • Directed annual review of membership service operations, delivering 9 actionable recommendations to improve efficiency.
  • Utilized data from member interactions to develop loyalty program enhancements that drove 29% growth in long-term memberships.
  • Successfully resolved escalated member issues within an average of 13 minutes, improving overall satisfaction ratings by 45%.

Affiliations

  • Customer Relationship Management Institute (CRMI)
  • Institute of Customer Service (ICS)
  • Association of Professional Customer Service Supervisors (APCSS)
  • Association for Talent Development (ATD)
  • Association for Computing Machinery
  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • Society for Human Resource Management (SHRM)
  • International Customer Service Association (ICSA)
  • Regional Customer Experience Council Columbus

Certifications

  • Certified Public Accountant (CPA)
  • Certified Membership Marketing Professional (CMMP) from Northwind
  • Certified Frontline Leader in Service Operations from Meridian
  • Advanced Member Engagement Strategies Certification from Harbor & Co.
  • Project Management Professional (PMP) Certification from PMI
  • Certified Service and Support Professional (CSSP)
  • Certified Professional in Learning and Performance (CPLP)
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)

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