Crystal Edwards, Des Email & Phone Number

Manassas, Va, Us

Manager, Membership and Component Relations (2006-2008) Sr. Manager, Membership and Component Relations (2008- 2012) Associate Director, Component Relations (2012- current) •CREATED multi-tiered mentoring program to engage new members, increase knowledge of the Association, and further engagement within the community. 3.4% new member enrollment in first year.•EXPANDED APIC’s international membership programs by creating sustainable member groups, including virtual communities of practice and three in-country local chapters. •INCREASED APIC’s domestic reach by strengthening the domestic chapter structure, while offering more benefits for chapter leaders. As a result, grew the chapter program by 4 new chapters over 4 years.•MENTORED team of 5 using strong emotional intelligence, open communication practices, and quality and quantifiable performance measures to encourage, motivate and strengthen morale of the team•DEVELOPED a comprehensive recruitment plan increasing membership by 8% As Manager/Senior Manager:•IMPROVED Association and local chapter relations; strengthened internal processes and provided consistent follow-through. Added 10+ new chapter services within 3 years; as a result, increased chapter value and chapter leader participation and engagement by 75%.•MANAGED targeted marketing efforts and recruitment campaigns for components (chapters, sections and focus groups) and special member groups; designed tools to increase internal visibility and communicate value to current and potential members; average response/join rate of 3%.•LED customer service team in troubleshooting member problems with data, chapters, benefits, etc.; provided outstanding levels of customer service, leading team from an average of a one week to 24 hour response turn-around time.•IMPLEMENTED programs to create meaningful member experiences; including a revamped volunteer program, mentoring program and benefit promotion program. Increased retention rate from 79% to 85%.

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