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Skills

  • Business operations
  • Staff mentoring and coaching
  • Metric equipment
  • First Aid/CPR
  • MS Office
  • Cross-functional collaboration
  • Team management
  • Team leadership and supervision
  • Organization
  • Client relationship management

Work Experiences

  • Collaborated with legal and compliance teams to update membership terms, ensuring adherence to regulations while enhancing member policies.
  • Built a referral incentive program.
  • Designed and developed programs and tracked their effectiveness against the needs of individual participants.
  • Devised and implemented a number of novel policies and strategies to help clients achieve self-sufficiency.
  • Achieved a 47% resolution rate.
  • Had an excellent attendance record and was always on time for work.
  • Addressed membership issues effectively.
  • Boosted membership rates among targeted communities by 47%.
  • Achieved 18% higher attendance rates.
  • Achieved a 41% reduction in cancellations.

Summaries

  • Committed to cross-collaboration with marketing teams.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 37% increase in new enrollments.
  • Accomplished Membership Supervisor with a talent for streamlining operational workflows, reducing administrative tasks by 76% and enhancing overall team efficiency.
  • Achieved a 57% reduction in onboarding time.
  • Achieved retention targets.
  • Well-organized, hardworking, and committed to increasing support to meet growing demands.
  • Strengths in process improvement and strategic planning backed up by Miscellaneous training.
  • Achieved a 76% resolution rate within 24 hours.
  • Collaborative leader with a solid background in coordinating cross-departmental promotions, resulting in a 27% increase in prospective member engagement with the organization.

Accomplishments

  • Drove improvements in the member complaint resolution process, decreasing the average resolution time by 8 hours and earning recognition in the process member satisfaction survey.
  • Collaborated with IT to automate membership renewal reminders, increasing on-time renewals by 35% and reducing manual follow-up efforts.
  • Liaised with cross-functional teams to implement a new CRM system, improving membership data accuracy by 53% and streamlining reporting processes.
  • Led a 17% increase in member engagement through cross-departmental collaboration with marketing and personalized email outreach campaigns.
  • Successfully restructured email campaigns targeting lapsed members, recapturing 56% of expired accounts for a total of 15 active members re-enrolled.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 3 in the development of procedure.
  • Led a successful strategic partnership initiative that attracted 15 new corporate members, adding a recurring revenue increase of $12 annually.
  • Collaborated in the design of a new membership dashboard, boosting member self-service capabilities by 69% and reducing inbound inquiries to the support team.
  • Implemented feedback loops that reduced inquiry resolution time by 8% and enhanced the overall membership experience for both new and long-term members.

Affiliations

  • Better Business Bureau Leadership Circle
  • American Marketing Association (AMA) - Membership Strategies Chapter
  • Lions Club
  • United Association of Membership Supervisors
  • American Society of Association Executives (ASAE)
  • Public Relations Society of America (PRSA) - Marketing Membership Division
  • International Council of Nurses
  • Certified Customer Experience Professional (Scrum Master)
  • Membership Management Solutions User Group
  • Association for Talent Development (ATD)

Certifications

  • Certified Specialist in Performance Management and KPIs from metric
  • Certification in Conflict Resolution and Mediation from Summit Group
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Membership Manager (CMM) from the American Society of Association Executives
  • Change Management Certification (CCMP) from ACMP (Association of Change Management Professionals)
  • Certified Trainer for Employee Development Programs from standard
  • Project Management Professional (PMP)
  • Certified Public Accountant
  • Certified Membership Growth Strategist from Beacon Labs
  • Leadership Certificate in Emotional Intelligence (EI) from Meridian

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