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Membership Engagement Director Resume Example

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MEMBERSHIP ENGAGEMENT DIRECTOR
Executive Profile
 15 years of experience in providing excellent customer service skills to internal and external customers. 10 years of Multi- Unit Experience. Over 15 years of Multicultural experience In a diverse Environment.  15 years of Experience in working independently. Expert in Collaborative and creating an approach to developing solutions. Expert in working in a volunteer-led organization. Experience in adapting to a changing environment.
Skill Highlights
15 years of Administrative duties which consist of Microsoft Word, SAP, MS Outlook Excel, Power-Point, Microsoft office Suite, Center shift, ADP Payroll software sales force applications, Docu-sign Software, Internet savvy
Core Accomplishments
Outstanding Leadership skills in customer service , training and developing staff to achieve their goals for success. Trained beginning customer service reps on customer first aspect and conflict resolution. was able to promote trained and developed staff within 6 months of being in entry level position. 
Professional Experience
Membership Engagement Director
December 2015 to CurrentYMCA of metropolitan Chicago － Chicago, IL
  • Drives membership sales and acquisition, including meeting or exceeding sales and revenue goals for new and existing membership and optimizing the center's membership mix to drive revenue and member experience.
  • Manage staff of 25 to 30 employees from various departments including childcare, and after school programming.
  • Develop and train staff daily on new procedures.
  • Increase moral daily with staff by incorporating huddles, and by running small contest to create a competitive environment between one another.
  • Determining the appropriate mix of memberships to meet center budget goals and targets.
  • Collaborating with YMCA Metro Membership, Operations, Marketing and center leadership teams to execute sales and marketing plans for the center.
  • Identifies and follows-up on prospects and other opportunities to increase membership and converts prospects to members.
  • Leverages marketing resources and drives frequent/regular community, web and social media communications and engagement.
  • Develop Forecast AND Budgets For Membership Department Which Consist of Variance reports and budgeted revenues which are completed on a monthly basis Collaborating regularly with center leadership, program operations, and other related teams to ensure that the member experience in the center is consistent, integrated and aligned with member needs.
  • Overseeing new and returning member orientation to ensure effective on boarding and collaborating with fitness and program teams to ensure a seamless transition based on member-specific interests Localizing and implementing member outreach and relationship development strategies to increase membership acquisition.
  • Completes all job related, supervisory and other training as required.
  • Supports the commitment of the YMCA to child abuse prevention by: Reporting any items that may provide a health or safety hazard to staff, members or guests to maintenance staff.
  • Greeting all guests as they enter the facility and adhere to sign-in/out, guest, visitor, monitoring youth in the facility and other relevant policies and procedures.
  • Report any suspicious behavior and violations of policy and procedures to your supervisor.
  • Completed child abuse prevention training as required also ensured all staff complete required training.
Sr. Store Manager
January 2015 to December 2015PLS Financial Services － Oak Lawn, IL
  • Manage staff of 20 or more employees at various locations  daily.
  • Process payroll and manage hours based off budgeted revenue for store.
  • Process P & L Monthly based off year over year growth trend.
  • Process credits and deposits based on customer delinquent or charged off.
  • Take ownership of each customer while empathizing and prioritizing customer needs.
  • Approve/override various transactions for customers when needed.
  • Resolve conflicts and manage customer expectations.
  • train, delegate and follow up with staff daily to make sure all policies and procedures are followed correctly.
  • Determine customer needs and provide appropriate solutions through relationship building.
  • Document customer account activities thoroughly and concisely.
  • Engages in interactive dialogue with customers through active listening.
  • Approaches problems logically and with good judgment to ensure the appropriate customer outcome.
  • Make appropriate decisions on behalf of the customer quickly and effectively.
  • Effectively prioritize work to ensure efficiency.
  • Process payments for customers for current and pass due balances Accomplishments I have learned the processes of P & L'S With the inpact of a budgeted revenue net and loss.
Sr. Commercial Card Specialist II
May 2014 to March 2015JP Morgan Chase － Elgin, IL
  • Answer inbound calls in the US and other countries for various JP Morgan commercial card holders.
  • Take ownership of each customer while empathizing and prioritizing customer needs.
  • Approve/override various transactions for card holders when needed.
  • Resolve conflicts and manage customer expectations.
  • Determine customer needs and provide appropriate solutions through relationship building.
  • Document customer account activities thoroughly and concisely.
  • Engages in interactive dialogue with customers through active listening.
  • Approaches problems logically and with good judgment to ensure the appropriate customer outcome.
  • Make appropriate decisions on behalf of the customer quickly and effectively.
  • Effectively prioritize work to ensure efficiency.
  • Conduct research as needed.
  • Process payments for card holders for current and pass due balances.
  • exercise independent judgment daily Skills Used multi task skills Microsoft word, excel office, communicator knowledge of commercial card policies and proceedures.
Branch Manager
May 2012 to October 2013AmeriCash LLC － Chicago, IL
  • Process Loans for customer per State of Illinois Guidelines and verify paperwork accuracy\.
  • Manage a Staff of 15 daily which consist of delegating task and following up daily.
  • Verify customer information and flag customer accounts with high Fraud activity per company policy.
  • Audit paperwork daily Compiling assigned reports and projects correctly and timely according to policy and procedure.
  • File paperwork daily according to state guidelines.
  • Call current and pass customers to promote and sell current promotions for store growth.
  • Process paperwork and files daily: create excel presentations and prepare paperwork for meetings.
  • Approve various transaction for district with discretion and integrity.
  • Process schedules for staff and approve time when needed through ADP.
  • Balance store daily processing money orders and large cash deposits.
  • Process cash payments daily for customer accounts.
Education
Bachelors : business Management, 2010Robert Morris College － Chicago, ILbusiness Management
Associates Degree : Business Administration, 2008Robert Morris University － Chicago, ILBusiness Administration
Skills
Administrative duties, Windows 10, ADP, Balance, Budgets, Operating Plan Software,  Internet savvy, leadership, listening, loss prevention, marketing, Meetings, Excel, Microsoft office Suite, office, MS Outlook, Power-Point, Microsoft Word, communicator, Ultipro Software, Kiss Flow Software, Facility Dude, CCC Software, Predator Barrier, Software, Verian Software Accounts payable
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Resume Overview

Companies Worked For:

  • YMCA of metropolitan Chicago
  • PLS Financial Services
  • JP Morgan Chase
  • AmeriCash LLC

School Attended

  • Robert Morris College
  • Robert Morris University

Job Titles Held:

  • Membership Engagement Director
  • Sr. Store Manager
  • Sr. Commercial Card Specialist II
  • Branch Manager

Degrees

  • Bachelors : business Management , 2010
    Associates Degree : Business Administration , 2008

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