With over 12 years of experience as Membership Coordinator and Membership Manager with OCSWSSW, including direct supervision of staff, I bring a proven track record of leading successful initiatives, membership engagement and strategic management. My experience with the OCSWSSW has provided me with a unique perspective on promoting member engagement and retention by managing a membership of 29,000 social workers and social service workers effectively. As the Membership Manager and subsequently Registrant and Renewal Manager, I oversaw member support services, with primary responsibility for membership renewal, reinstatement, revocation, resignations and suspensions. Additionally, I was responsible for developing member communication strategies and analyzing data trends regarding member issues.
I have successfully worked with several CRM databases including PeopleSoft, Pivotal, and most recently Microsoft Dynamics 360. In my role, I provided regular analytics and feedback, and analyzed data to refine membership strategies and develop program enhancements to allow members to navigate online portals effectively and easily, leading to successful renewals and member retention.
One of my additional strengths is managing change within an organization. Whether introducing new customer service initiatives or refining team structures through training and mentoring, I approach change with a focus on communication and engagement, ensuring a smooth transition both internally and externally. I also take pride in my ability to foster positive relationships with external clients and staff members.
My extensive written and verbal communication skills allow me to prepare reports and communicate various issues and solutions to all levels of staff and executive leadership. My experience with challenging customer service instances provides me with the tools to deal with potential difficult situations.
I also have strong experience working within an inclusive and diverse environment having been through several training programs at the OCSWSSW in the last two years. Diversity, Equity and Inclusion was acknowledged and encouraged to ensure team members were provided with resources to develop their skills and abilities to their highest potential.
