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Skills

  • Onboarding process improvement
  • Root cause analysis
  • Service quality assurance
  • Client retention analysis
  • Escalation management
  • Customer Support Ethics and Compliance
  • Data-driven decision making
  • Project management
  • Communication Systems Design
  • KPI Tracking and Reporting

Work Experiences

  • Collaborated with IT to streamline the integration of CRM software, optimizing membership data accuracy by 72%.
  • Contributed to a 21% growth in premium-tier membership.
  • Consistently exceeded service-level agreements.
  • Analyzed membership trends and presented actionable insights to the executive team, which led to a 59% improvement in member engagement.
  • Developed an escalations policy.
  • Defined clear procedures.
  • Decreased resolution time by 49%.
  • Developed and led a team.
  • Collaborated with Membership Support, Operations, and Sales.
  • Achieved a 98% resolution rate.

Summaries

  • Contributed to member satisfaction growth.
  • Achieved 15% reduction in support tickets.
  • Achieved 21% faster resolution times for escalated issues.
  • Achieved measurable membership growth.
  • Consistently improved the membership support experience.
  • Client-focused leader.
  • Adaptable and strategic leader.
  • Collaborative leader known for partnering with product development teams to improve engagement, delivering a 15% increase in member interaction within a six-month period.
  • Achieved higher retention.
  • Consistently managed an operating budget of $7.

Accomplishments

  • Developed a comprehensive performance dashboard for real-time tracking, contributing to a 81% increase in efficiency and transparency.
  • Trained and managed a team of 12 support agents, successfully reducing the average response time for member inquiries by 56%.
  • Created and facilitated workshops that strengthened the membership team’s root cause analysis skills, leading to a 31% increase in first-contact resolution rates.
  • Collaborated closely with the data analytics team to improve customer feedback loops, resulting in 63% higher satisfaction scores on quarterly surveys.
  • Successfully managed crisis response plans during metric, maintaining full operational uptime and achieving a 22% satisfaction rating from the membership base.
  • Implemented a root cause analysis framework that identified 8 key pain points, leading to a 70% decrease in recurring member issues.
  • Trained 7 new hires on advanced conflict resolution techniques, reducing escalation tickets by 54% within the first 12 months.
  • Introduced automated communications workflows for membership renewals and routine inquiries, reducing manual effort by 43% hours weekly.
  • Formulated and refined key performance indicators (KPIs) for membership support, leading to a 69% improvement in overall ticket resolution time.
  • Restructured membership support operating procedures, leading to the reduction of incoming support tickets by 61% via proactive communication initiatives.

Affiliations

  • Advisory Group Member, National Forum for Customer-Focused Service Excellence, 2018.
  • Program Committee Member, Denver Customer Success Roundtable, 2023.
  • Certified Membership Engagement Specialist, program, 2022.
  • Member, Denver Business Leaders & Managers Association, 2017.
  • Professional Member, Customer Retention Managers Global Network, program.
  • Developed Continuing Education Webinar Series for standard, 2022.
  • Member, National Association of Membership Directors (NAMD), 2024.
  • Affiliate, Global Association for Contact Center & Customer Engagement Best Practices (SOCAP), process.
  • Member, International Consultants Group for Membership Associations (ICGMA), 2022.
  • Founding Member, Leadership Club for Senior Membership Managers, 2017.

Certifications

  • Project Management Professional (PMP) – 2017
  • Certified in Scheduling and Workforce Optimization System
  • Certified Data Analytics for Membership Trends
  • Certified Team Leadership for Support Cells (CTLSC)
  • Certified Member Engagement Professional (CMEP)
  • Leadership in Member Retention and Engagement Certification
  • IT Service Management Certification (ITSM) – 2017
  • CRM and Client Onboarding Professional Certification Jira
  • Customer Service Optimization Specialist Certification
  • Certified Customer Feedback Analysis and Optimization

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