Luke Whiteside Email & Phone Number

Raleigh, North Carolina

Raleigh-Durham, North Carolina Area

• Accelerated and expanded outbound initiatives to achieve Institute objectives surrounding retention, recruitment and product sales• Exceeded or met retention and new member goals for the past seven years by delivering remaining 4-5% of unpaid population and contributing more than half of the new member goal• Annually delivered over $9 million to the bottom line through membership campaigns by utilizing effective messaging and creativity to drive desired results• Launched a product sales team that delivered over $3.7 million by continually refining our approach and making recommendations to enhance our total sales• Grew outbound team from two people to over 25 through finding efficiencies, repurposing headcount and building a culture that shapes the behaviors to produce outstanding results• Influenced decisions made by the senior leadership team by managing upward and using courageous authenticity to improve member and employee satisfaction• Reviewed and analyzed weekly, monthly and quarterly sales reports to identify trends and leading indicators • Advocated for team members in the advancement of their careers while building bench strength to reduce any impact to association goals• Partnered with operations to strategically share resources while ensuring all objectives were still being delivered as a department• Led employees and gained their commitment for the execution of AICPA’s vision and values and strategic initiatives.• Maintained a world-class member engagement center by recruiting, developing, and retaining talent; and employed industry best practices to ensure SLAs were met within budget.• Established effective relationships with internal departments to better serve our members needs • Ensured direct reports and their supervisors are coaching and performance managing where and when appropriate• Led leadership sessions for staff to help expand on leadership skills with a focus on developing self through personal and professional growth

Raleigh-Durham, North Carolina Area

• Responsible for managing three teams within the Member Service Center, including Outbound Service and Retention, Field Service Initiative and Membership• Responsible for delivering specific metrics for Institute-wide new member, retention, CAQ compliance, conference sales, product renewals and revenue goals • Expanded team duties to include conference sales, which contributed an additional $420K in revenue over a one-year period • Evaluated campaign results and made appropriate changes for future campaigns• Maintained low costs for outbound campaigns which produced a high ROI• Initiated incentive program for outbound renewal campaign to reward the right behavior without jeopardizing quality • Delegated responsibility and coached team members to develop their capabilities and build bench strength• Managed performance by setting clear goals and expectations for teams to be successful • Ensured ‘Dues Season’ metrics were met daily, weekly, monthly and quarterly• Introduced firm analysis to increase sales from the major firm groups

Durham, Nc

Responsible for managing the activities surrounding the Center for Audit Quality - CAQ firm membership. Report weekly qualitative and quantitative service level metrics. Manage accounts for over 600 firms through B2B sales, product up selling, document pipeline activity, project sales quota and develop sales strategy plans. Design and implement effective marketing strategies to increase new sales and retain existing business. Support the onboarding process for new accounts to ensure a successful implementation.

B.A., Criminology

Education record