Girado Smith, Ii Email & Phone Number

Washington D.C. Metro Area

● Provide clients with scientifically-based education to help improve their physical fitness and attain fitness goals● Evaluate needs of potential clients and offer appropriate services● Develop personalized programs for clients based on their individual health, physical needs and fitness goals● Plan and execute training sessions to assist clients with learning proper exercise techniques● Respond to client inquiries and requests within 24 hours

• Conduct introductory meetings & training sessions for newly hired employees• Collaborate with department directors and managers to improve training protocols for newly hired employees• Conduct quarterly inter-organizational training sessions for all employees • Facilitate New Hires 101 training sessions for Ecommerce hires (and other department hires) and help develop appropriate objectives and core competencies.• Work with Non-Ecommerce Teams on learning and internalizing Ecommerce processes to ensure organization wide compliance of standard operating procedures. • Create and manage the weekly phone schedule of the Member Services Team• Manage day-to-day operations of the Member Services Team by: evaluating and improving workflow for the entire team, handling escalated calls and email cases, and analyzing phone and case data to ensure numbers meet high quality standards• Manage First Book Member Audit Process by: creating and distributing quarterly audits to Member Services Team Coordinators, conducting member audits, ensuring quarterly audits are completed in a timely manner, ensuring the quality of complete audits, blocking unverified members, and working with the Senior Manager of User Experience to notify members who are blocked from an audit• Be Member Services Team IT Representative by: prioritizing bug fixes and system enhancements to improve the working experiences for Member Service Team and the user experience of First Book members, and performing and managing user acceptance testing for Magento & Salesforce tickets requested by the IT Department• Communicate with members via phone and email cases when needed, such as, when Member Services Team is short staffed during the busiest times of the year • Manage Member Services Team support requests from other departments based on the team’s bandwidth• Review and change team business rules for improved workflow when necessary• Conduct weekly interdepartmental update meetings

• Conduct introductory meetings & training sessions for newly hired employees• Collaborate with department directors and managers to improve training protocols for newly hired employees• Conduct quarterly inter-organizational training sessions for all employees • Facilitate New Hires 101 training sessions for Ecommerce hires (and other department hires) and help develop appropriate objectives and core competencies• Facilitate team-building activities and professional development training sessions for the Member Services Team• Create and update standard operating procedures for the organization• Create and manage the weekly phone schedule of the Member Services Team• Perform data clean-up on Salesforce cases and reports• Answer member inquiries via phone correspondence for approximately 2-3 hours each business day• Complete approximately 10-20 email cases per business day regarding member inquires in Salesforce • Conduct approximately 150 compliance audits on registered members each quarter • Manage First Book registrations of for-profit organizations• Document bugs/issues though Confluence and Jira for the IT Department• Conduct user acceptance testing on the processes of the Member Services Department as requested by the IT Department for the implementation of new operating systems for the organization• Provide logistical support for various book events for First Book’s Non-Profit Partner and Corporate Partner Departments

Washington D.C. Metro Area

• Answer member inquiries via phone correspondence for approximately 2-3 hours each business day• Complete approximately 10-20 cases per business day regarding member inquires in Salesforce • Conduct member outreach for partner projects to help build and maintain relationships with First Book members• Conduct approximately 150 compliance audits on registered members each quarter • Provide registration reports to First Book’s Non-Profit Partner and Corporate Partner Departments to monitor registrations for events for First Book’s partners, such as The American Federation of Teachers, KPMG, etc.• Member Services Team lead in issuing monetary grants from various partners (such as American Federation of Teachers, KPMG, etc.) for registered members• Manage over 500 peer-to-peer fundraising campaigns on third-party platforms that raised over $190,000 in revenue with the Director of Development• Consolidate, audit, and analyze fundraising data reports weekly in Salesforce and Classy• Record and edit First Book instructional videos on topics such as registration and order placement for First Book members through Final Cut Pro• Send monthly grant reminders to members through Constant Contact and mail merges in Microsoft Outlook• Create monetary grants and promotional codes through Magento• Edit and place orders in Magento for members and other internal departments• Provide logistical support for various book events for the Non-Profit Partner and Corporate Partner Departments